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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.

Knowledge Base

Designed to provide ongoing access to brand and product information, common troubleshooting strategies, and more, a knowledge base can play a significant role in a company’s customer service strategy. Knowledge base content helps agents find solutions to common questions in real-time, as they interact with customers. This content repository serves as an internal resource that provides company knowledge for employees to become familiar with and bookmark for future use.

Within a knowledge base, agents can search for answers regarding product set-up, technical issues, or other support concerns they may encounter in their day-to-day work. A knowledge base can include a range of content — articles, how-to-guides, videos, and more — allowing your agents to familiarize themselves with different types of content and potential support situations. Equipped with these resources, agents can improve upon the quality of their responses, leading to decreased average handle Time (AHT) and improved customer experience.

SYKES has helped many organizations create versatile, user-friendly knowledge bases that support their customer service programs. Working with our brand partners and their existing support content, we develop and optimize an agile knowledge base that enable agents to quickly access the most effective solutions for a customer’s issue. Our system also allows us to include enterprise search functionality, unlimited solution types and categories, and quick links to required reading or bookmarked content.