Some contact centers provide substantial resources to help support agents/reps with information they may need, others do not.

In this hi-tech era, information is readily available on the internet and it can be embarrassing as well as frustrating for agents/reps that customers may be better informed than they are. The least you should offer agents is the same information customers can access – we say at least, because your agents/reps should really have access to more information if they are to provide good service.

Take some time out and ask your agents if they feel they have all the information they need to service customers – and be prepared for the response!