Tribal knowledge is not a new concept, everybody knows that when 1 Million dollars is on the line, it's best to phone a friend.

So, it's only natural that in the Contact Center – a melting pot of high-pressure situations and the need for instantaneous answers – that the 'Ask a Colleague Culture' thrives. There is heavy reliance on the "expert" to solve all those tricky problems. Sound familiar? Don't worry, you're not alone.