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July 24, 2023

How Knowledge Management will improve the operational efficiency of your contact centre.

How Knowledge Management will improve the operational efficiency of your contact centre.

Customer service agents are the life force of your contact centre, but also where you can find most inefficiencies. If agents are unproductive—be it from lack of training or bogged down in operational processes, it could cost a big contact centre as much as $1.5 USD million a year.

Below are a few ways a Knowledge Management System [KMS] like KnowledgeIQ will increase your contact centres effectiveness levels.

Learn from Customers

Customers are the most valuable source of information for improving operational efficiencies. A full picture of the customer relationship is essential for the customer agent to be able to do their job effectively. Your organisation should have a knowledge management system that integrates with your CRM. This integration means that customer agents have the information they need to solve customers’ problems as quickly and efficiently as possible.

Submit feedback regularly.

Knowledge management supports the capture and analysis of customer interactions, feedback, and agent insights. Your customer-facing staff will be the first to identify operational inefficiencies and as such they need to be empowered to share feedback and opinions. Empowered employees are associated with stronger job performance and job satisfaction. They are also more committed to reaching their goals, demonstrating initiative, and providing exceptional customer service.

Reduce processing time.

Give your staff the tools to discover up-to-date information using everyday language. Intuitive navigation, taxonomy creation and a quality search are imperative in keeping the call handling time at a minimum.

A versatile call centre script can contain the solution to many customer queries. It allows for calls to be handled faster and ensures that information is accurately explained to the customer. Versatile is the important word here, the script should be able to be subtly adapted so that it sounds more personal. Scripts can be stored as documents as part of process flows within your KMS. Your KMS should have process wizards and decision trees to support your agents.

Real time notifications

See important knowledge without even having to search for it. Real-time notifications keep your organisation up to date, provide details about emergent situations or important content changes.

Continuous learning

If you want to raise call centre operational efficiency, you need to have a mechanism for continuous improvement, while some of this will come via the feedback loop, your agents need to be aware of any changes. Give your agents some time to test and validate their understanding with quizzes tied to existing content.

"KnowledgeIQ is a simple and efficient tool which has not only created efficiencies but has also increased satisfaction and lifted engagement with our staffSBS Bank

Read more about the SBS implementation

Providing an exceptional customer experience is not cheap and can be a time-consuming endeavour. The key is improving overall efficiency, reducing costs and understanding exactly how customers are interacting with your contact centre. With a focus on identifying and correcting processes you can reach the level of efficiency that is aligned with your company’s performance goals.

Knowledge management plays a crucial role in enhancing the operational efficiency of your contact centre. By effectively managing and utilising knowledge resources, contact centres can provide better customer service, reduce response times, and improve overall performance.

Want to know more about how KnowledgeIQ can help you improve your operational effectiveness contact the team for a personalized demo. Request your FREE demo

Article written by Toby Milner

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