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Knowledge Management
Ensure a ‘Win-Win’ for your Customers and the Agents Who Serve Them
Knowledge Management ensures the content that is accessible via self-service channels is well-written, well-organized and is the right information, delivered to the right parties, at the right time, across all channels and communication touchpoints.
Today, most customers expect organizations to have a self-service option as part of their customer experience. The key to a positive and highly effective self-service experience is a sound knowledge management system (KMS).
If optimized a knowledge management system can render self-service channels highly effective, expedite time to issue resolution and create a highly rewarding customer experience.
The compelling case for Knowledge Management is borne out by the statistics
Features and Benefits
Top Benefits of Enghouse Interactive’s Knowledge Management Practice
Realize Big Savings
Projected annual savings of $1-3 million, using enhanced self-service in a knowledge management system.
Optimize CX
Using data analytics, diagnose and address usability, to enhance self-service process flows and improve the customer experience.
Retain Corporate Tribal Knowledge
Proper content creation and curation prevents the loss of valuable knowledge.
Maximize FCR
Sharing information and lessons learned with agents and supervisors enables them to resolve more issues in the first call.
Lower Support Costs
Deflecting calls from real-time interactions to relevant sources of information reduces transactional support costs from dollars to pennies.
Free-up Your Agents
Enabling customers to self-help via easy access to relevant information, enables agents to focus on higher level issue resolution.
Rapid Playback
On average, a Knowledge Management System pays for itself in 6-8 months.
Leverage Best Practices
Expert Content Management technicians create, optimize and curate content to help drive more self-service adoption and usage.
Customized Solutions
We audit, assess and design the KMS solution that’s right for you.
Deployment Options
Enghouse Interactive solutions offer multiple deployment options
Complementary
Enghouse Solutions
Call Center Solutions
Enghouse Contact Center software solutions provide all the functionality you need, with the flexibility you demand. More…
Outbound Communications
Proactively engage with customers, partners, suppliers, via agents or using agentless outbound notifications, while ensuring all regulatory obligations are respected. More…
Customer Self-Service
Help customers help themselves and easily enable them to zero out to an agent for more complex needs. Includes IVR, speech recognition, and voice biometrics. More…
Audio Branding
Ensure all customer touchpoints are professionally scripted and recorded in HD Audio. Over 30 languages are available. More…
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