Why Knowledge Management Systems are mission-critical
It's one thing to answer calls in a call centre but having the right information to service the customer is where the rubber hits the road.
If there was one single investment to make in your contact centre there is no question it would be a Knowledge Management System that can also be referred to a Knowledge Management Platform, Knowledge Management Software or KMS.
With the increasing complexity of calls coming into the contact centre channel, as well as the scrutiny of the information provided, empowering your agents with the right answers, at the right time is critical to your customer experience and to drive compliance.
Combined with reducing your Average Handling Time (and therefore cost) as well as reducing the induction time period (again, further savings) and it is little wonder why contact centres are looking to Knowledge Management Systems to improve the CX and efficiency and reduce the risk of agents providing incorrect or misleading information.
You can learn a lot more on our CX Central article: Everything you need to know about Knowledge Management Systems but one key thing to note - having an intranet site or Microsoft Sharepoint is not the same thing as having a Knowledge Management System.
With little to no set-up costs and fully hosted in the cloud, a KMS system is completely scalable to flex with your business without the usual headaches of relying on IT departments and expensive hardware.
The solution providers below can either help you with the technology, the implementation, training etc to fast-track your Knowledge Management System implementation.
Simply contact the providers below who would be happy to provide you with a free demonstration or if you'd like some free advice on selecting the right Knowledge Management vendors for your business, call us on 03 9008 7287 or send us a message for a no-obligation discussion.