When customers call your contact centre, is it a lottery whether they get the right answers? With one significant change, it's possible to make sure every customer gets exactly what they need and fast.
London's taxi service is sometimes hailed as the best in the world. One reason for this is the famous 'Knowledge', a requirement that means cabbies must learn the quickest routes through the capital's complicated road network. This saves time, money and hassle for everyone.
Similarly, if your contact centre agents are well trained and know your business inside out, then customers will be in safe hands too. But what's the reality when people call you?
Do any of these scenarios sound familiar?
- Customers have filed complaints because they've been given the wrong information by agents and maybe even been told something different each time they called?
- Information shared by agents doesn't match what your website and emails tell customers so it seems as if the left hand doesn't know what the right is doing?
- Customers regularly get placed on hold while agents have to confer with more experienced colleagues to try to find answers?
If any ring true, then it's time to take action.
One version of the truth
No knowledge is dangerous, a little knowledge is even worse but a fully-stocked Knowledge Base gives agents the crucial information they need at their fingertips. That way, most queries can be handled consistently with ease and only the most complex questions are passed up the line.
The business case for a launching central repository of details about company products, services and processes is compelling. Such a move increases agent productivity, speeds up resolution, improves service and creates happier customers. In short, it gives agents an essential tool to do the job properly.
So it's no wonder that Aberdeen Group found that 100% of top performing businesses provide agents with a centralised Knowledge Base of product via the agent desktop.
Customers are on board too. Research by Coleman Parkes for Amdocs found that 91% of respondents would use an online Knowledge Base if it were available and tailored to their needs.
The good news is that launching your own Knowledge Base doesn't have to be an energy-sapping and expensive task if you pick the right solution. In fact, you'll save money quickly and free up time to use your agents more effectively.
Faster, better, smarter
With its own solution, simply called Knowledge, Eckoh has enabled its clients to:
- Accelerate agent training time from three weeks to eight days
- Reduce calls by 30% by making the Knowledge Base available to customers
- Allow agents to easily add and share new information using the repository
Quite often, queries can be answered on a call, via email or a live chat session by agents simply directing customers to one of the Knowledge Base articles.
In practice, resourceful customers may have got there first anyway, without even reaching out to the contact centre. Eckoh Knowledge uses impressive SEO to populate Google results with the right answers to questions that customers are searching for. In the rare event that a customer can’t find what they want and call the contact centre they will expect the agent to be a subject matter expert and able to answer their query, so the knowledge is important for everyone.
And there's more...
While a company Knowledge Base is essential for any serious omni-channel engagement strategy, it's not just customers and agents who can benefit ... it can be great for all employees.
A while back, McKinsey Global Institute found that employees spend 20 percent of their time at work searching for information they need in cluttered inboxes, unorganised repositories and the brains of co-workers. However, a knowledge sharing platform can reclaim up to a full workday for each employee. A central store can also be a valuable way of saving and transferring information when an employee leaves the organisation.
Eckoh Knowledge Base makes it easy for organisations to maintain a centralised, self-service Knowledge Base for customer-facing web sites, contact centres and internal departments. It means your content managers have one interface and one central repository that connects to all channels of communication.
Misinformation can be a thing of the past. Instead, everyone gets the truth, the whole truth and nothing but the truth.
Alternatively, download your free copy of the Customer Engagement eGuide for expert advice and insights.
 'Agent Desktop Optimization' - Aberdeen Group, October 2015
 'Unlocking value and productivity through social technologies' - McKinsey Global Institute
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