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Kateryna Shelest
Head of Support
Asked a question 22 days ago

Product Knowledge is important criteria when rating conversations. But what if agent answered incorrectly because Knowledge Base article was not updated on time? Can anyone share your experience on how you manage the Knowledge Base so that the info is up to date?

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Sylwia Miela
Customer Support Team Lead

We have similar approach as Diane. It makes sense to have dedicated POC for communication with Product teams. So you have a person in the team who "knows people" :) and is always there to chase them. We used to have a rule where Product was announcing to the entire team and then they were bombarded with questions from our agents which made the communication a mess.