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With regards to a contact center manager looking at a knowledge based solution for their contact center you need to understand the skill sets of your agents, and understand the flow of agents from tier one to tier three. Also, understand the type of content on your website for self-service. Once you’ve inventoried all of your knowledge and you understand what your agents are using for the majority of the questions that are coming into the call center, you can start to determine which types of technologies are best going to help you organize that knowledge effectively and replicate it across all of your agents.- David Ridout, Primus Knowledge Solutions, VP Business Development & Marketing
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