How to Maximize Knowledge Management for Agent Effort and Productivity Gain with Samantha Middlebrook

Connected Knowledge from Upland Software

The last time our guest was on the show, she led us through the lessons she’s learned from a career working with contact center leaders. This week, she’s back to turn the tables: what’s it like working as an agent today? What are the resources they count on to be responsive and effective? And how are call center leaders best able to maximize knowledge management investments in support of their front-line representatives?

Samantha Middlebrook is Senior Director of Product Marketing and Management for Contact Center Productivity at Upland, and she joins Pete Wright to talk all about your agents and their journey through productivity.

Links & Notes

• Leveraging Agile Project Methodology for Successful KMS Implementation (uplandsoftware.com)
• Essential Features of a Modern Knowledge Management Platform (uplandsoftware.com)
• Experts in Knowledge Management | Upland RightAnswers (uplandsoftware.com)

• (00:00) - Welcome to Connected Knowledge
• (00:10) - Introducing Samantha Middlebrook
• (00:58) - A Day in the Life of an Agent
• (02:24) - The Pace of Change in the Call Center
• (06:16) - The Onboarding Experience
• (09:31) - Agent Productivity
• (16:44) - Risks
• (19:08) - The Samantha Middlebrook Magic Wand
• (20:46) - The L&D Challenge