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Kyle Hopson - Senior Manager, Knowledge Management at Best Buy
Knowledge Cast by Enterprise Knowledge
How to Leverage the Down Time of Call Center Agents
A well designed k m program will leverage the down time of those call center agents really well, and exactly the way that you mention. Perhaps its improving existing content. Maybe it's relating different pieces of content. A lot of times, in some call centres, it's actually eifying old or obsolete or incorrect elements that are still within the knowledge base. If you're there and you know something, or can improve what you're finding, i think many companies don't quite realize they can develop.
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