Getting Knowledge Management Right: Ask the Experts
Have customer service issues become more complex in your organization?
Has the rise in self-service meant that only the most challenging questions enter your contact center?
Have these challenges led to long calls and inconsistent results?
Knowledge management is a critical tool in the modern contact center. As customer issues grow in complexity, it is nearly impossible to train a customer service representative with all the information necessary to answer customer questions. Knowledge management provides a central repository for agents to quickly look up information—helping to improve the speed, quality and consistency of customer service interactions.
However, knowledge management is not a new concept. Perhaps your organization has already implemented KM and yet has not seen the results you’ve expected. If so, why has your knowledge management program not been successful?
As with many enterprise software applications, the ideal solution involves people, process and technology. It is not enough to simply deploy a knowledge management application. To achieve your goals for service excellence, certain best practices should be followed around knowledge adoption, creation and maintenance.
- How do you help ensure agents are accessing the knowledge base when needed?
- How do you know if you have the right content in the knowledge base?
- How often should existing content be reviewed?
- Who should be authorized to contribute new knowledge?
- How do you measure success?
By answering questions such as these, you can feel much more confident that your knowledge management implementation will be a success.
In our upcoming webinar, on September 1 at 1 p.m. ET, Verint’s knowledge management experts will answer all of your questions around knowledge management best practices. Submit your questions in advance on the registration form or ask them live on the webinar, which will provide practical advice across a broad range of topics for all types of knowledge management users.
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