{"id":46948,"date":"2021-03-09T10:06:31","date_gmt":"2021-03-09T18:06:31","guid":{"rendered":"\/us\/en\/blog\/?p=46948"},"modified":"2025-11-24T03:24:37","modified_gmt":"2025-11-24T11:24:37","slug":"ensure-business-continuity-with-a-knowledge-base-in-the-cloud","status":"publish","type":"post","link":"\/us\/en\/blog\/ensure-business-continuity-with-a-knowledge-base-in-the-cloud\/","title":{"rendered":"Ensure business continuity with a knowledge base in the cloud"},"content":{"rendered":"

When you think of a knowledge base, what most likely comes to mind is a resource customers can access on their own, so they don\u2019t need to reach out to a contact center. However, a contact center knowledge base benefits agents as well, especially when they\u2019re working remotely.<\/p>\n

The benefits and challenges of remote contact centers<\/h2>\n

In the spring of 2020, a global pandemic struck, shuttering businesses around the world. Contact centers weren\u2019t immune \u2013 thousands of employees began working from home<\/a>.<\/p>\n

While opening remote contact centers was a big step to ensuring business continuity, there were still some gaps that needed filling. When agents were able to work on-premises, they could turn to their colleagues<\/a> to ask crucial questions. Working from home makes that much more difficult; agents\u2019 colleagues are no longer one desk over.<\/p>\n

That\u2019s when having a centralized resource with accurate, timely information comes in handy. Agents working remotely can get authoritative, accurate knowledge with a few clicks.<\/p>\n

Knowledge bases: not just for external use<\/h2>\n

A knowledge base is an excellent tool for customer self-service. A 2018 study from Forrester<\/a> revealed that customers prefer knowledge bases over all other self-service channels. Knowledge bases allow customers to find the information they need so they can solve their problems at a time that is convenient to them.<\/p>\n

However, knowledge bases aren\u2019t just for customers. They have a role to play for agents too. A contact center<\/a> knowledge base for agents ensures that agents have access to the crucial information they need to do their jobs and continue to deliver high-quality customer service.<\/p>\n

To demonstrate the benefits of a contact center knowledge base for agents, we\u2019ll illustrate with an example.<\/p>\n

Ellen works for a contact center located in Florida. A massive hurricane has just hit, severely damaging the facility. No one can go to the contact center until the building is repaired. Ellen and her colleagues must now work from home once the power comes back.<\/p>\n

Luckily for Ellen and her coworkers, the contact center offers a knowledge base for its agents. While working from home, Ellen can\u2019t turn to her colleagues to ask questions; now, she opens up the knowledge base, types in her question, and finds the answer quickly. As a result, Ellen confidently delivers a great customer experience.<\/p>\n

Why is cloud contact center software the right choice for a contact center knowledge base?<\/h2>\n

With cloud-based contact center<\/a> software, the crucial business information that makes up your knowledge base resides securely within the cloud.<\/p>\n

\"Working<\/p>\n

Being in an enterprise-level cloud means that:<\/p>\n