Knowledge Management tools and resources are the brain of your contact center, providing your agents with the information they need right when they need it…when developed effectively and working properly. The effectiveness of your Knowledge Management tools have an impact on several of your key performance metrics, including First Contact Resolution, Sales Conversion Rate, Average Talk Time and Handle Time, as well as your overall Call Quality and Accuracy.

Those tools can also have other positive impacts on your operations by providing each of your agents the capability to handle a broader range of call types, requiring fewer skill groups and therefore enabling greater efficiency. When leveraged into customer-facing resources, they increase self-service opportunities for customers who prefer finding their own answers, reducing your overall workload and improving customer satisfaction.

Brian Golden brings more than 25 years of leadership experience in contact center operations management, design, organization development, and process engineering. He partners with client companies to create and implement solutions for aligning their service strategy with market and customer demands while achieving cost effectiveness in their operations.

Brian has worked with a wide range of organizations both in the public sector as well as Fortune 500 companies, including UnitedHealth Group, AT&T, Atmos Energy, Allstate Insurance, Amgen, Toyota, Convergys, and the United States Department of the Interior. Along with having a master’s degree in organization development from Pepperdine University he is a certified facilitator of the Implementation Institute’s “Practicing Implementation Effectiveness” workshop and was a keynote speaker at the Singapore Institute of Management.

Knowledge Management in the Contact Center w/ Brian Golden @ Contact Center 411

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