Experts say to remain at the forefront – organizations need a good capacity to retain, develop, organize and utilize their employees’ capabilities. “Knowledge” is at centre stage – Davenport et al., 1998. Knowledge Management software tools and related strategy concepts are promoted as important and necessary components for organizations to survive and maintain their competitive edge.
The concept and the terminology of Knowledge Management sprouted within the management consulting community. When the Internet arose, those organizations quickly realized that an intranet, an in-house subset of the Internet, was a wonderful tool with which to make information accessible and to share it among the geographically dispersed units of their organizations.
Employees quit and retire, taking with them what may amount to decades of company knowledge. Even if they train their replacements before leaving, departing employees are never able to pass on everything they know because some knowledge is tacit. We have tacit knowledge and can act on it, but we don’t necessarily know how to communicate it—and may not even be aware of it.
77% of Global consumers say convenience is a major factor when choosing a service provider. You need to deliver accurate information through an effortless user experience.
If your employees possess the right skills, tools and knowledge, they will be empowered to have successful customer interactions, resulting in greater job satisfaction and happier customers. It’s time to discover how Verint Knowledge Management can help.
The 6 Key Benefits of Verint Knowledge Management in an organization:
- Lower Average Handle Time – When information is easy to access and accurate, it reduces the need for coworkers to interrupt each other with emails, chats, and support tickets. Employees and especially contact centers agents spend less time answering repetitive questions, freeing them up to focus on more important and more profitable work. When agents can efficiently and thoroughly answer caller questions, average handle times can be reduced.
- Get the information you need sooner – By creating a centralized repository of technical content, frequently asked questions, procedures and more, contact center agents will be able to search the knowledge base using keywords and natural language – and provide consistent, accurate answers to customer enquiries, through whichever channel the customer chooses to communicate.
“The right knowledge delivered at the right time is critical to a successful interaction,” says Wiedemer. “…Verint Knowledge Management puts the right information at CSDs’ fingertips as they need it, enabling them to focus on the customer, rather than searching for information. The ultimate outcome is consistent, accurate answers to customers’ technical enquiries across all channels – and a superior service experience.” - Reduced Escalations – If the right information is not easily accessible, the call will likely result in an escalation to a more specialized resource.A Knowledge base can contain literally millions of articles, across a wide variety of topics. Even if an agent has never taken a call of this type, he or she will be able to resolve this issue with confidence. With Verint Knowledge Management and Verint Web Self-Service, you can enhance issue resolution and increase contact deflection by presenting agents, as well as customers seeking assistance online on their own, with a consistent view of product information.
- Make fewer mistakes – The old adage “history repeats itself” is as true in business as it is in all other aspects of life. When employees aren’t sharing information, they’re doomed to repeat the same mistakes others have already made. But this is avoidable when the lessons-learned from mistakes and failures are easily accessible to everyone.
- Reduced Training Time – Employee turnover can be extremely costly. Each time a new employee is on-boarded, weeks of time are spent training the new individual on the vast array of information required to help customers. A knowledge base that contains the information needed to answer customer questions can significantly reduce training time, allowing trainers to focus on soft skills and customer engagement.
- Increased Customer Satisfaction and Employee Engagement – Employees need to be equipped to deliver the fast and accurate service which customers expect. A comprehensive feel empowered to answer a broad range of customer questions, even on topics that they may not have encountered before. Effective knowledge management allows support teams to resolve employee and customer requests quickly and correctly. Employees are able to stay happy and productive, and customers place more trust in the company, which makes them more likely to purchase.
