Contact or call center knowledge management tools ensure that a business's actions are smoothly coordinated across the customer experience. Centralized information means agents are not left navigating a disorganized system when trying to resolve a customer concern.
Knowledge management tools help make a virtual contact center more efficient. A knowledge management system could give customers instant access to the information they need—meaning they would not have to wait while an agent hunts down details about a policy or the best way to repair a product. This helps improve agent productivity and allows them to handle more questions without having to hand off calls.
Knowledge management software can also help prevent errors, such as quoting policy details to a customer that are inconsistent with what is posted on the company website. Consistent information is critical as companies offer more service and support across more channels, including social media and text messages.
The employee experience benefits from increased productivity because artificial intelligence delivers up-to-date, accurate answers and guidance directly to agent desktops, allowing employees to focus more on solving customer concerns and virtual agents’ desktops to deliver. Our solution helps your agents understand the intent of customers’ questions, provide consistent answers across channels, build trust and drive customer conversations.
With remote work on the rise, knowledge needs to be immediately available. Contact center knowledge management software helps ensure that access; it also reduces training time and lifts morale. These benefits stem from the autonomy a knowledge management system can provide. Agents do not have to spin their wheels on routine or monotonous customer issues; the information in knowledge management systems can power self-service options.
These advantages ladder up to some of the most important metrics in customer service. At first, you might see upticks in first contact resolution, customer satisfaction and net promoter score. Down the road, you might see reduced agent turnover, improved productivity and more cross-sell and upsell opportunities.