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Is an agent-facing knowledge base the right place to keep coaching materials?

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edited Jul 21, 2020 7:27PM in Knowledge Management 6 comments

Summary

Looking for any experience or best practices for housing coaching materials in an agent-facing knowledge base

Content

Historically, our agent-facing knowledge base has only housed policy, procedures, and announcements.  We are considering adding some self-driven coaching materials, but there is a concern that this will make it more difficult to find the items they need when searching.

Does anyone have experience with housing additional information in your knowledge base?   What was your experience?  Any best practices or advice?

Thanks!

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