• Contact center agents aren’t finding the right answer fast enough for the customer• Agent attrition is still bad• Great self-service is not great yet• All this takes a toll on the agent and upsets the customerThere has to be an answer to all of this. At Knowledgely™ we strongly believe that the right knowledge management strategy should mitigate risk, reduce costs and increase productivity while enhancing both the employee and the customer experience.Think about all the costly workarounds CX leaders are faced with every day that are bleeding money off the bottom line when agents can't find the answer they need? SME teams/Support desk, unnecessary transfers to Tier 2, the wrong answer to the customer driving additional customer interactions, re-training, zapping their supervisors time asking for the answer. All of these cost money AND frustrate the employee and customer. BPOs have the same challenge and their clients are paying for it!Does your current knowledge strategy reduce the number of new hire training days?Do you have an overall knowledge strategy that encompasses your entire employee and customer journey and experience, including self service? About Vicki Brackett: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.