The consumer has spoken. Forrester Research recently asked 5000 of them, “What created the biggest pain when you contacted a business for customer service?” The answer was loud and clear—the lack and consistency of agent knowledge, followed by the difficulty of finding relevant answers on company websites. The feedback sounded like a broken record for customer service pain across a whole bunch of industries. So what is driving this dissatisfaction? We think the following issues have something to do with it.

• Self-service and peer-to-peer service adoption continues to rise, with millennials leading that trend.
• Contact center training budgets are ironically being cut by as much as 60 percent
• Legacy knowledge management (KM) systems are not smart enough for the modern contact center
• Channel-specific knowledge silos compound this problem

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