Significance of Improving Content in a Knowledge Base in a Call Center
Knowledge Management can have a tremendous impact on the quality of the service operations in a contact center. With the right knowledge management technologies, customer service representatives have access to the required information at the right time, thereby enabling more knowledgeable, efficient, and effective customer service interactions. Knowledgeable agents are empowered to take care of a number of a number of issues with remarkable speed and accuracy. Implementing knowledge management requires planning as knowledge base needs to have appropriate content that helps in addressing customer questions and needs to be easily traversed to find the best possible answer in the shortest amount of time.
Constant Improvement of Content
Content optimization is not a one-time activity. To have an effective and up to date knowledgebase, it is necessary to constantly monitor and add new content, and at the same time flawed content obsolete content needs to be removed on a regular and timely basis to the existing data base. It is important that content in the knowledgebase mirrors solutions that have been proven in the real world of front-line customer support. Enabling agent and customer contribution to the knowledgebase and analyzing service data to determine content usage trends are the two ways that this can be achieved.
Agent contribution to the knowledgebase
Empowering agents to contribute their expertise when demand requires it, is useful for filling in knowledge gaps as they do not heavily impact service experience or costs. A lot of companies are aware that knowledge contribution is a vital part of an agent’s job. Agents can contribute by:
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Suggesting new solutions.
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Choosing relevant content and offering valuable feedback.
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Agents must be able to fill the gaps and rectify inaccurate content.
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Allow agents to capture all relevant information regarding service interaction.
Customer contribution to the knowledgebase
Expanding the knowledge management solution requires careful thought, and one of the primary decisions is to decide whether to include and extern al content in the knowledgebase. When Customer Service Chat contribution is included in the knowledgebase:
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With the aim to providing pertinent content, it is necessary to encourage dialogue between customers, agents and authors.
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By allowing users to rate the validity of the content, content can be added without any official review.
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Integrate the knowledgebase with discussion boards. Provide a means for anyone reading a posting in the collaborative realm to nominate a piece of content for review and promotion to the official knowledgebase.
It is necessary to manage and integrate knowledge across multiple channels, to ensure that call centers are ahead of the game. Regardless of how a customer contacts a company for information, the customer needs to have the confidence in the information that they receive to have an impact on the overall customer service experience.
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