Ep 33. | Cracking the Contact Center Training Code | Vicki Brackett, Chief Knowledge Officer at Knowledgely

Join Ed and Vicki in this insightful episode as they dive deep into the world of contact center training and the evolving landscape of customer support. Discover the critical role of knowledge acquisition for contact center teams and learn how providing the right information at the right time can revolutionize customer problem-solving.

Ed and Vicki tackle the challenges of integrating AI into the contact center, exploring the delicate balance between self-service and human interaction. They emphasize the importance of a robust FAQ system and the necessity of regular content updates to ensure accuracy and enhance customer experience.

Vicki shares her fascinating journey into the contact center world, a path she stumbled upon by accident but quickly fell in love with. Hear how she built a virtual sales team of over 300 people and managed a brick-and-mortar contact center, gaining invaluable experience along the way.

Key takeaways:

• The importance of effective knowledge acquisition for contact center teams.
• Strategies for balancing AI and human intervention in customer support.
• The value of a well-maintained FAQ system.
• Prioritizing customer experience in process and system design.
• Empowering agents with the right information to resolve customer issues efficiently.

Don't miss this episode for practical tips and expert insights on optimizing your contact center operations!

Resources in this episode:

• Find Vicki on LinkedIn
• Learn more about Knowledgely

 

About Vicki

Vicki’s #1 passion in business is to help organizations with innovative and progressive operational and technology strategies that make an immediate impact on increasing customer satisfaction, first call resolutions, new agent speed to competency and higher productivity while engaging team members and reversing high absenteeism and attrition. A great knowledge management strategy helps with all of this!

As a subject matter expert on work-at-home and hybrid environments, Vicki has written for and been interviewed by Forbes, Fast Company, Fortune Magazine, CFO Magazine, CEOWorld, HR News, Woman Diversity, Training Magazine, ICMI, Contact Center Pipeline and a host of other publications, news outlets and podcasts on creative work-at-home, leadership and employee engagement strategies.

Vicki is the author of ‘The Leadership Toolbox - Manage Less Achieve More,’ a book about her experience leading contact center organizations with thousands of employees across industries ranging from consumer technology, education, retail, automotive, cosmetics, nutrition & other consumer products. Her book showcases a systematic approach to leadership that can transform organizations into top performing status at an accelerated pace, where employees love coming to work, are engaged & help move the organization forward.

 

About Knowledgely

According to McKinsey and Company, employees spend 20% of their time looking for knowledge.

- Contact center agents aren't finding the right answer fast enough

- Contact center agent attrition is still bad

- Great self-serve is not great yet

- And all this takes a toll on the agent and ticks off the customer

At Knowledgely™ we realign your knowledge base strategy to mitigate risk while enhancing both the employee and customer experience.

We provide contact centers with a Knowledge Framework Assessment:

1. Baseline cost of your current knowledge base strategy
2. Quick Hits that your management team can start implement tomorrow
3. Long-term strategy, cost savings, technology roadmap, support and, if applicable, software vendor recommendations and help with implementation.