The role of a customer service agent isn't an easy one. Even if the call types are consistent, each customer will have different circumstances that have led to their request for help. Each call is as unique as a fingerprint, no two are the same.

Companies put hours of training in to help call center agents gain the right soft skills to provide world-class customer service. While this can ensure that agents are confident to serve even the most challenging customer on a call, they still need to have the right level of knowledge to assist with the query. All sounds simple so far but for anyone who has donned a headset at any point in their working career, you will know the amount of stress and pressure you can be put under when you can't find the right information to make things right for your customer. Knowledge management can help.