In praise of knowledge management

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* To manage all the information agents need, contact centres often turn to knowledge management software.

* Knowledge management systems are becoming robust, user-friendly tools for handling and disseminating diverse types of knowledge.

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Early in May online publisher TechTarget posted a whitepaper titled Top Ten Call Center Technology Must-Haves, authored by consultant Donna Fluss, described as a former VP/research director with Gartner’s CRM practice.

The whitepaper claimed to offer “10 call centre technology options no centre should be without.” Conspicuous by its absence from the list was a knowledge management system. Yet a blog from January 2016 entitled www.kovacorp.com/7-trends-in-conta…nagement-for-2016 Trends in Contact Center Knowled…agement for 2016 said: “As any great contact center leader knows, knowledge management is a vital—and potentially overwhelming—part of working in a large organisation.”

It went on to say “[Knowledge management is] vital because it helps your agents stay on track and address issues correctly, which in turn makes your business more successful.

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“In order to manage all that information, contact centres often turn to knowledge management software. As these software systems continue to develop, they’re becoming more robust, more user-friendly, and more capable of handling and disseminating diverse types of knowledge.”

This perhaps explains the omission of knowledge management systems from TechTarget’s Top Ten. They are an emerging tool and TechTarget’s Top Ten dates not from November 2015, as claimed, but from February 2008: its content is identical to a blog post bearing that date and the same title from author Donna Fluss, then with DMG Consulting.

Rather more contemporary information on the role of knowledge management in the contact centre can be found in a February 2017 whitepaper from Frost & Sullivan (F&S): Enterprise Knowledge Management: …omer Experience.

Enterprise knowledge management systems, it says, “provide organisations with a solution to create, organise, maintain, and access knowledge throughout the business.”

“A well-designed knowledge management system plays a crucial role in bridging the gap between customer expectations and an organisation’s ability to deliver on these expectations.”

A well-designed knowledge management system, F&S says, “plays a crucial role in bridging the gap between customer expectations and an organisation’s ability to deliver on these expectations.”

It “significantly enhances customer engagement, not just at the pre-purchase discovery stage, but also at the post-purchase stage of support and services.”

F&S continues, “Agents now have the tools they need to deliver the expected level of customer experience. Likewise, customers stand to benefit from interactions with support staff who are equipped with the right level of knowledge to resolve even the most complex issues with greater speed, accuracy, and consistency. This, in turn, enables organisations to strengthen customer loyalty, retention, and lifetime value.”

“A leading European mobile phone retailer saw a stark increase in contact deflection of 27.3 percent while markedly improving NPS by 12 base points after implementing a knowledge management system.”

These are impressive claims, and the whitepaper backs them up with some impressive statistics. By deploying knowledge management systems:

  • “One of the largest global insurance providers realised a massive decrease in agent training costs by 50 percent, and a sharp drop of 30 percent in complaints.”
  • “An Australian Government agency saw its customer satisfaction levels surge to 93 percent as well as raise agent satisfaction and reduce handling time by 53 percent.”
  • “A leading European mobile phone retailer saw a stark increase in contact deflection of 27.3 percent while markedly improving NPS by 12 base points after implementing a knowledge management system.”

It’s these kinds of success rates and improvement which make knowledge management a serious contender for inclusion in any list of top ten contact centre technologies.

Premier Technologies

Premier Contact Point provides a hosted contact solution that meets the needs of the modern contact centre. This cost effective solution provides a means of directing calls to the agent who is best suited to meet the needs of the customer, without having to be transferred multiple times. Businesses choose this hosted contact solution because there is no need to purchase and maintain costly hardware like there is with traditional PBX systems. This means the need for capital expenditure is minimal, all a contact centre agent needs is a phone, PC and an Internet connection.

To learn more about Premier Technologies Premier Contact Point, visit : premiercontactpoint.com

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Category: Hosted Cloud Call Centre SolutionsCompany profile: Premier Contact Point, powered by Premier Technologies, is Australia's leading hosted contact centre solution. Built on over 20 years of Premier's expertise in the field, Premier Contact Point provides all the power and innovation you need to meet your business challenges and deliver rewards from effective customer interactions. Premier Contact Point's sophisticated hosted ACD and IVR capabilities ensure your callers reach the right agent first time, every time, while outbound contact  cent ...