On-Demand Webinar

Beat the Knowledge Management Challenge

How to build a business case for a knowledge management initiative in your contact center

Your contact center agents deal with dozens (if not hundreds) of different procedures every day. It's no wonder your contact center knowledge can feel scattered and agents are making mistakes.

As someone in the trenches of day-to-day contact center operations, you understand that you need a better knowledge management strategy. But, in order to get funding for the tools you need, you first need to convince your boss that a new knowledge management initiative is worth it.

How do you sell a new initiative to your boss? What information do you need to gather and present to leadership?

This webinar will help you create a plan to convince your leadership team to give you the budget you need.

This 30-minute webinar will help you:

Build a persuasive business case to get the budget you need to implement a knowledge management system
Identify the root cause of your knowledge management challenges
Understand the costs of an inadequate knowledge management strategy
Envision and make a plan for decreasing onboarding/training time, handle & hold times, and more

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Your contact center agents deal with dozens (if not hundreds) of different procedures every day. It's no wonder your contact center knowledge can feel scattered and agents are making mistakes.

How do you sell a new initiative to your boss? What information do you need to gather and present to leadership?

This webinar will help you create a plan to convince your leadership team to give you the budget you need.

This 30-minute webinar will help you:

Build a persuasive business case to get the budget you need to implement a knowledge management system
Identify the root cause of your knowledge management challenges
Understand the costs of an inadequate knowledge management strategy
Envision and make a plan for decreasing onboarding/training time, handle & hold times, and more

Meet the presenters

Presenter

Greg DeVore

Greg is the CEO of ScreenSteps, helping organizations of various sizes to replace ineffective training programs with efficient knowledge transfer strategies.

Connect with Greg

Presenter

Vicki Brackett

Vicki is the Chief Knowledge Officer at Knowledgely, helping contact centers realign their knowledge management strategy to mitigate risk, and drive better employee engagement and great customer service.

Connect with Vicki

About Knowledgely

According to a McKinsey and Company study, call center agents spend 20% of their time looking for knowledge.

Knowledgely™ is a knowledge management consulting organization that helps contact centers realign their knowledge management strategy to mitigate risk, reduce costs, and increase productivity while enhancing the employee and customer experience.

Learn More

About ScreenSteps

A better customer experience begins with more confident agents. ScreenSteps is a knowledge ops solution that helps teams empower every employee to act and feel like an expert, regardless of their experience, background, or tenure.

The solution gives your team the technology, framework, and habits to transfer knowledge faster and more efficiently, reducing employee questions, mistakes, and onboarding time.

Learn More