Knowledge Base

A knowledge base is an organized collection of information that customers and agents can easily search and access. In contact centers, a knowledge base typically includes articles, how-to guides, troubleshooting steps, and FAQs. It is a critical component of self-service portals and supports agents in delivering fast, accurate responses. A well-maintained knowledge base can significantly reduce call volumes and improve customer satisfaction by enabling customers to find answers to their questions without contacting support.

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