What improvements can be expected by fully utilizing a knowledge base?

Fully utilizing a knowledge base leads to decreased agent training time because it provides a centralized repository of information and resources that agents can easily access. This means that new agents can quickly learn how to handle customer inquiries effectively by referring to documented solutions, best practices, and procedures. The availability of well-organized knowledge can significantly reduce the amount of time required for training sessions, as agents can find answers independently without relying heavily on supervisors or experienced colleagues. This streamlined access to crucial information not only enhances the training process but also allows agents to become productive more quickly.

The other options do not align with the benefits typically associated with an effective knowledge base. For example, increased average handle time would suggest inefficiencies rather than improvements, while increased customer complaints would indicate a deterioration in service quality. Higher onboarding costs imply that the training process becomes more expensive, which contrasts the expectation that a knowledge base should facilitate a more efficient training experience.