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How to Maximize Knowledge Management for Agent Effort and Productivity Gain with Samantha Middlebrook
Manage episode 380204302 series 3449109
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
The last time our guest was on the show, she led us through the lessons she’s learned from a career working with contact center leaders. This week, she’s back to turn the tables: what’s it like working as an agent today? What are the resources they count on to be responsive and effective? And how are call center leaders best able to maximize knowledge management investments in support of their front-line representatives?
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Links & Notes
- Leveraging Agile Project Methodology for Successful KMS Implementation (uplandsoftware.com)
- Essential Features of a Modern Knowledge Management Platform (uplandsoftware.com)
- Experts in Knowledge Management | Upland RightAnswers (uplandsoftware.com)
- (00:00) - Welcome to Connected Knowledge
- (00:10) - Introducing Samantha Middlebrook
- (00:58) - A Day in the Life of an Agent
- (02:24) - The Pace of Change in the Call Center
- (06:16) - The Onboarding Experience
- (09:31) - Agent Productivity
- (16:44) - Risks
- (19:08) - The Samantha Middlebrook Magic Wand
- (20:46) - The L&D Challenge
27 episodes
Share
Manage episode 380204302 series 3449109
Content provided by TruStory FM and Upland Software. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by TruStory FM and Upland Software or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
The last time our guest was on the show, she led us through the lessons she’s learned from a career working with contact center leaders. This week, she’s back to turn the tables: what’s it like working as an agent today? What are the resources they count on to be responsive and effective? And how are call center leaders best able to maximize knowledge management investments in support of their front-line representatives?
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Links & Notes
- Leveraging Agile Project Methodology for Successful KMS Implementation (uplandsoftware.com)
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- Experts in Knowledge Management | Upland RightAnswers (uplandsoftware.com)
- (00:00) - Welcome to Connected Knowledge
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- (02:24) - The Pace of Change in the Call Center
- (06:16) - The Onboarding Experience
- (09:31) - Agent Productivity
- (16:44) - Risks
- (19:08) - The Samantha Middlebrook Magic Wand
- (20:46) - The L&D Challenge
27 episodes
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Similar to Connected Knowledge from Upland Software
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
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