Glossary of Terms

Subject Matter Expert (SME)

Definition of
Subject Matter Expert (SME)

A Subject Matter Expert (SME) in an organization is a senior professional with a broad knowledge of a particular industry and/or client. An SME is in charge of collecting information, writing, and maintaining training materials and the knowledge base a support team will use as the first source of information regarding a product, service, or client. Within a customer support team, they also have the role of mentorship, training, guiding less experienced agents, and driving productivity in reaching set targets.

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