Over the past three years, contact centre leaders have had to quickly adapt systems and ways of working with hybrid work environments, increasing demand and changing consumer expectations. One crucial aspect of this adaptation has been the focus on reducing average handle time, as it plays a pivotal role in enhancing efficiency and meeting the evolving needs of both customers and remote agents.
Driving a simplified customer experience while reducing call volumes and costs
Building their digital care and advanced analytics ecosystems
As a result of the increasing strategic focus on customer care, having the right employee retention strategies for contact centres has never been more critical. Additionally, reducing average handle time while at the same time improving and maximising customer satisfaction and retention is key. A shorter, more efficient customer service call not only saves time and resource effort, but it also enhances the overall experience for customers.
So how does knowledge management support organisations in achieving this? Below we take a closer look at how a knowledge management system can support organisational strategic objectives for contact centres and how to start getting your teams engaged.
How Can Knowledge Management Help in Reducing Average Handle Time?
Delivering improved customer service begins with the internal knowledge and information that is available to your teams. Like in any profession, your toolkit plays a key role in the ability to complete a task to a high standard and deliver positive outcomes. An optimal contact centre toolkit is instrumental in reducing average handle time, ensuring that the right information is provided efficiently at the right time.
A knowledge management solution, like KnowledgeIQ, should deliver a range of features that enhance your team's ability to access, utilise, and share information effectively, contributing to improved customer service and the key goal of reducing average handle time. These features include:
A single source of trusted information
Training and assessment capabilities
Governance and control functionality
Remote working aids
Document creation, collaboration, and control
Relevance and security
Setting Goals for Your Teams
During times of intense demand, setting achievable goals, pacing them apart and tracking success helps to give everyone a sense of achievement and fulfilment during even the most stressful situations.
When beginning the implementation of a knowledge management system, it’s a good idea to set goals early and watch as your teams benefit from recognising these achievements. Seeing firsthand the positive results of a knowledge management solution makes it easier to get everyone on board, from new starters to stakeholders.
Contact centres and support teams deal with a huge number of incoming enquiries every day. Reducing average handle time by enabling staff to respond quickly and accurately with information at their fingertips is entirely possible with the right software. Enabling them to deliver responses via varied channels suitable to the customer needs is also enabled with the right Knowledge Management System, taking the pressure off your staff, and giving your customers exactly what they need.
Knosys' KnowledgeIQ offers a multitude of features for onboarding, skills updating, customer service, retention, content collaboration and task management. Contact us to speak to one of our friendly team today to discuss how KnowledgeIQ can help.