What is a Knowledge Base?
A knowledge base is a centralized repository of information that call center agents (or customers) can access to find answers to questions, troubleshoot problems, and learn about products or services. It includes articles, FAQs, guides, and documentation.
Types of Knowledge Bases
Internal Knowledge Base
Used by call center agents to resolve customer issues faster and maintain consistency.
External Knowledge Base
Customer-facing resource with self-service content like FAQs and tutorials.
AI-Powered Knowledge Base
Uses artificial intelligence to suggest articles or auto-answer queries.
Benefits of a Knowledge Base
– Reduces agent training time
– Improves First Call Resolution (FCR)
– Enables self-service for customers
– Enhances consistency in responses
– Lowers call volume and wait times
What Should Be Included in a Knowledge Base?
– Step-by-step troubleshooting guides
– Frequently asked questions (FAQs)
– Product manuals and specifications
– Policies and procedures
– Contact and escalation information
Best Practices for Building a Knowledge Base
– Organize content by topic or customer need
– Use clear, searchable titles and keywords
– Keep content up to date
– Gather feedback from agents and customers
– Monitor usage and performance
Related Topics for Further Reading
– CRM Integration
– First Call Resolution (FCR)
– Self-Service Support
– Agent Training
– AI in Customer Service
