Why Your CX Strategy Must Use Customer-Centric Knowledge Management
A common myth in our business is that
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Why Your CX Strategy Must Use Customer-Centric Knowledge Management
A common myth in our business is that
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Why Your CX Strategy Must Use Customer-Centric Knowledge Management
A common myth in our business is that any knowledge
The AI Wave is Coming: Is Your Knowledge Management System Ready?
Your AI Model is Only as Good as the Data
Why Your Knowledge Management is Only as Good as Your Governance
You might have the best knowledge management system in the
TSA Group achieved a utilization rate above 95% across multiple channels using livepro KMS
TSA Group achieved a utilization rate above 95% across multiple channels using livepro KMS
industry
AHT reduction
of staff felt that livepro made their job easier
The Challenge
TSA Group, a prominent Australian call center outsourcing provider, initiated a year-long effort to implement an efficient knowledge management (KM) strategy supported by a robust KM system, addressing challenges in their existing approach. As a BPO serving multiple clients, inconsistencies across business lines prompted the move, with reliance on SharePoint causing issues in knowledge creation and management. Key challenges included the system’s lack of scalability and search functionality, hindering productivity. Teams accessing knowledge from disparate systems and the document system’s inability to offer direct answers further compounded issues. TSA sought a purpose-built KM solution to streamline processes and enhance overall effectiveness.
The Objectives
With these challenges in mind, TSA Group’s initial goals were:
The Outcome
In the 12 months since implementing livepro, TSA Group was able to successfully deliver tailored Knowledge Management services to 9 of their clients from different industries and with varying requirements and success measures.
TSA Group has achieved impressive results, with utilization rates exceeding 95% across all channels using the KMS.
New starters utilizing the livepro, there was:
Establish Team Members utilizing livepro, there was:
TSA Group noted a 21% AHT improvement during a trial with increased KMS usage across all tenure groups.
Within two weeks of implementation, 92% of users expressed high confidence in livepro. In an engagement survey, 98% mentioned it made their job easier, with 22% claiming indispensability.
TSA Group decided to partner with livepro due to the system’s intuitive design, easy customization and ability to manage in-house.
Samantha Duffy
, Group Manager, Training, Knowledge & Process at TSA Group
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