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Providing precise and timely information to customers through call center agents, web self service and eservice is the norm in today’s business environment. Applying appropriate methods to deliver satisfactory customer service experience leads to achieving business goals and accruing enriching opportunities. Customers are dominant figures with their involvement right from providing suggestions and rating the service levels to expressing their grievances and sharing reviews.

With the customers being such an important part of business it is evident that sharing of knowledge and its practical application has to be impeccable. In a traditional setting content was written by those who did not encounter live experiences with the customer. Thus it could barely fulfill the requirements of the customers. The agents more often were stumped and their suggestions could not help in resolving issues. When agents interact with different customers they have to assume a dynamic role as they are faced with different situations. Thus they need to know how to use the content and where to use it effectively.

Implementing automated knowledge management solutions enables agents to respond to the queries as per the situation without any delays. It helps to collect useful information based on the feedback of the customers for developing a knowledgebase that can be used for future references. It facilitates the addition of words in the knowledgebase used in specific industries to create dictionaries. This helps the system to interpret the customer’s question accurately and easily. It is a completely configurable system that can be customized according to the requirements of the business.

The knowledge management solutions continuously update the content in the knowledgebase. Thus learning experiences are added and modified making the content more appropriate and applicable for customers. It enables search history to be added to solutions that can be useful for other agents too. The knowledgebase has cases, queries and solutions that can help in accessing the content quickly.

This is particularly beneficial for customers using web self service and email response facilities to locate solutions. If the customer is unsuccessful in obtaining a solution the system sends a request to an agent who can advice correctly while interacting with the customer. The solutions provide on-screen scripting facilities for agents to enable them to ask the questions in the designed order and find the answers accurately.

Agents can interact logically with the customers due to scripting assistance. They can provide resolutions till they are completely equipped to tackle with common issues skillfully without any extensive training. The solutions provide assessment reports of individuals and teams. It allows feedback forms to be added to the knowledgebase providing an impetus to improve the quality of information. The principled knowledge management solutions advocate best practices for enhancement of efficient and quality customer service operations.