The Importance of Empowering Knowledge Workers at a Call Center

The Importance of Empowering Knowledge Workers at a Call Center Effective customer service at a call center does not just comprise of effectively managing phone calls, but also includes empowering the knowledge workers with the required knowledge. Customer... More

The Importance of Empowering Knowledge Workers at a Call Center Effective customer service at a call center does not just comprise of effectively managing phone calls, but also includes empowering the knowledge workers with the required knowledge. Customer service agents interact with customers directly and they play a vitally significant role in the quality of your customers service experience. Most of the conventional and routine queries that customers face are handled by customers themselves via the self service options that are available online. And therefore only complex issues reach an agent for resolution. The agent’s role has developed into that of an expert knowledge worker. Since customers handle the simple queries by themselves, they expect agents to have an in-depth knowledge of their specific problem. They presume the agent to have more information than what’s available in the self-help section of the company’s website. And as most companies have various products, t Less