This week, I continue my deep dive into “knowledge in the contact center”—but this time, we're exploring a crucial aspect: Knowledge Operations. Joining me for the 2nd episode (#119) in this series is my colleague @Greg DeVore, co-founder of @ScreenSteps, who shares his expertise on how we can rethink training and knowledge transfer for contact center agents.

🔗Podcast link here: https://podcasts.apple.com/us/podcast/my-curious-colleague-cpg-cx/id1565590157

Key takeaways:
Reframing the Problem – Instead of focusing on teaching and memorization, Greg suggests we should focus on knowledge transfer, giving agents the tools to access what they need, when they need it.
📉 Cutting Onboarding Time by 10 Months – By shifting to a "Find and Follow" methodology, one company reduced agent proficiency time dramatically!

🤖 AI Needs Better Data – AI is only as good as the knowledge it's fed. The key is structuring and updating that knowledge so AI delivers reliable, actionable insights.

If you're looking for smarter ways to train and support your agents, don’t miss this conversation! 🎧

📖 Want to dive deeper? Check out Greg's book, Find & Follow, available on Amazon.
📌 Connect with Greg: Find him on LinkedIn or visit ScreenSteps.com to learn more.

#contactcenter #knowledgemanagement #ai #traininginnovation #cpgcx