With the complexity of the calls continuing to increase (thanks to self-service reducing the simple ones) the call centre agent is finding it increasingly difficult to adequately support better-informed customers.
Outdated Sharepoint sites or intranets, endless Word documents, manuals all over the desk and let’s not forget copious amounts of stick notes plastered all over a monitor all make it difficult for call centres agents to find the exact answer they need, with high confidence, to help them service the customers.
Thankfully call centre managers have a new tool that is transforming the customer experience that can make the above seen a relic of the past – a Knowledge Management Tool.
Knowledge Management Tools or Systems are becoming a key component of the modern contact centre delivering a range of benefits including:
- Increased Customer Satisfaction
- Cost savings
- Increased revenue
- Improved compliance
- Improvements to staff engagement
The above are all pretty big-ticket items and unlike other emerging technology, Knowledge Management Tools have proven results and are surprisingly affordable.
In this podcast, I talk to Brad Shaw, CEO of Livepro to dig under the bonnet about Knowledge Management Tools including what they are, how they work and why your business should have one.
Listen to the podcast here.