Improve Customer Service with Knowledge Management Solution
Knowledge management is interpreted differently by different organizations and some see it as a form of document management. For call center agents, it is a simple, searchable database or a problem- solving tool. Customer service has evolved and the focus has shifted from efficiency to customer satisfaction. There are a number of new technologies available to create actionable insight from customer service interactions, as well as integrate contact center operations with other parts of the business.
This has brought about a change in the way agents operate as their skill sets also evolve. Contact centers are looking at agents who can deliver positive customer experience to resolve the issues raised by the customer. The key metrics in the contact center have changed from a primary focus on call handling time to way to tackling first-call and customer satisfaction. Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency. Agent training costs can be substantially reduced, while job satisfaction increases as interactions with customers become more positive.
Knowledge management (KM) is a key component of a company’s self-service plan, and all companies strive for a 360-degree view of the customer. It includes capabilities such as expert reasoning and retrieval methodologies that allow customers to find answers online to detailed questions and can also be integrated with other applications so that agents can launch and use it quickly.
Knowledge base also aid with self service and its useful aspect is the design of the knowledge base, built so that users access only the information they need. Customer can decide which information will be available to agents and which will be available to customers, all with the same implementation. And, versions of the knowledge base can be saved and compared later, which simplifies regulatory compliance. Not only this customers get the same answers whether they are chatting online or talking to an agent.
Knowledge management systems are typically deployed to achieve specific, measurable goals in one or more of the following areas:
* Lower service cost – Knowledge management helps reduce repeat calls, call handling and wrap-up times and cot of agent training. Improving the performance of agents not only enhances the efficiency of call center staffs, but also gives companies access to wider resource, because there is a reduced need to find employee having interpersonal skills and domain knowledge. Moreover web selfservices can help companies free their agents to a certain extent
* Improved Service – Knowledge management can improve customer service as customers are more likely to receive the right answers faster, a most answers are right there on the agent desktop. This help in retaining the customer in the long run.
* Consistency in service – Irrespective of agent or mode of interaction via phone, web, self service or email response Knowledge management ensures that customers with the same question receive the same response. This consistency ensures efficiency and improves quality.
With the deployment of knowledge Management solution across all business units within the company, organizations would be able to improve customer satisfaction, reduce call handle time in call centers, and help agents find and capture new knowledge quickly.
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