“Just the Facts, Ma’am”
“Dragnet” was a popular 1950s-era detective television series starring Jack Webb as the stone-faced Sergeant Joe Friday. When interviewing witnesses Sergeant Friday always prefaced his questions with “Just the facts, ma’am.” Joe needed to get to the bottom of things.
At some point we have all felt like Joe Friday when trying to get answers from an organization. Research sponsored by Verint Systems found that 81 percent of the time when people call, “They just want answers.”
However, sometimes simple questions start getting complicated.
You bought a new grill and you’re testing it in preparation for the party that starts in two hours. It won’t ignite. You start by checking the website for instructions and Q&As. The next step is a call to the manufacturer. The service advisor engages you in a little small talk while gathering information.
Knowing that time is of the essence, she furiously reviews service manuals and tech bulletins while trying to track down the lone subject matter expert who chose an inopportune time for a coffee break. No resolution. The burgers get cooked on the stove, leaving your guests to ponder why you’re not using your fancy new grill. If the grill company had a modern knowledge management system in place, the outcome might have been very different.
Knowledge management is providing the right information to the right person at the right time and in a manner that it can be acted upon. Today information resides in many places. Think manuals, websites, virtual communities, subject matter experts and other virtual and physical sources. A knowledge management system aggregates all the pertinent information in one searchable data reservoir and allows the representative to quickly search via speech commands or keypad entries from an easy-to-use interface.
Verint Systems has launched Verint Knowledge Management. The smart engine allows for quick searches, even if the user only knows a few words about the topic. It understands context and automatically narrows the search to specific topics using guided process flows. It can seamlessly communicate via both voice and data channels.
Going back to our example, the tech representative could co-browse images with you. The dynamic scripting feature assures that the right sequence of questions is asked. For new users Verint offers a range of professional services help with implementation and enablement.
Armed with “just the facts” and multichannel capability, the service advisor may have isolated the cause as a faulty igniter module. The grill could have been safely ignited manually, given proper instructions. In that case the burgers would have been prepared as planned. While unhappy that the new grill had a defect, you are pleased that the manufacturer was able to provide a temporary solution and will replace the defective part free of charge.