InStranet's White Paper "The Top 10 Information Challenges in Today's Call Center" addresses the management and agent perspective, best practices and insights on building a world-class customer service organization using knowledge base applications.

With increased pressure to remain competitive and cut costs while providing premium customer service, companies are expecting more every day from their call center operations. Agents often find themselves in the middle of content overload: product information, marketing promotions, support documents, procedures and reporting, customer data, and more.

It's with this premise, the exciting new opportunity to optimize the call center operation using knowledge-based applications, that InStranet presents this best practices document as a starting point. Use it to spark ideas and insights into answering some of your most demanding questions, from both a management and agent perspective:

• How do I implement a consistent process across all of my agents to efficiently handle complex information-based customer interactions?
• How do I keep agents up-to-date on the latest marketing promotions?
• How do I improve first call resolution using existing marketing and product information?
• How do I reduce training costs and measure its effectiveness?
• How do I maximize up-sell and cross-sell success rates?
• How do I provide contextual information to agents during a live customer call?
• How do I increase the speed at which agents can find information?
• How do I ensure agent feedback is captured and sent back to product and marketing teams?
• How do I make it easier for an agent to "pitch" a promotional offer to a customer?
• How do I create an environment that encourages agents to learn and even makes it fun?