what is knowledge management?

How a Knowledge Management Tool can Help your Call Centre

Justin Tippett, from CX Central and Brad Shaw, CEO of livepro, discuss how a Knowledge Management Tool can help your call centre. Above all they discuss what you can achieve by implementing a KM tool.

The complexity of the calls continuing to increase (thanks to self-service reducing the simple ones). As a result, the call centre agent is now 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Outdated Sharepoint sites or intranets, endless Word documents, manuals all over the desk and let’s not forget copious amounts of stick notes plastered all over a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. This all makes it certainly difficult for call centres agents to find the exact answer they need.

Thankfully call centre managers now have the Knowledge Management tool. This is now transforming the customer experience that can make the above seen a relic of the past.

Finally, 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

As a result, the above are all pretty big-ticket items. Unlike other emerging technology, Knowledge Management Tools have proven results and are most surprisingly affordable.

Now it’s time to listen in! In this podcast, Justin Tippett and Brad Shaw, CEO of livepro, dig under the bonnet about Knowledge Management Tools. For instance, what they are, how they work and why your business should have one, much more in depth.

Listen to the podcast here.

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