Originally posted to icmi.com
Knowledge Management is not a new functionality in most contact centers. In fact, most companies have some form of “knowledge” or “content” that they share with contact center agents and customers. But over the past several years there have been huge changes in the sophistication of how that knowledge is delivered – and those changes should make every contact center leader ask the question, “what should we do next?”
As consultants, when we talk with customers about Knowledge Management (KM) and their goals to improve it – we find that companies typically fall into one of five categories:
In most cases you will also be asked to deliver a Return On Investment (ROI) for the costs associated with KM technology and resources. We’ve found KM can have a real impact on many of the key metrics driving most centers, including:
Once you understand where you are on the Knowledge Continuum, it is time to choose the technology to help you get to the next level. If you are just starting out – and moving from Word documents to an online option, a simple Wiki may provide the first-step technology you need – there are many low-cost or free options. But, the real change begins when you choose a company like Salesforce.com. Salesforce.com’s Knowledge application will actually “learn” as the agent enters details around the customer case – offering the best answers in real-time while the agent is talking to the customer. The robust application provides many advanced ways to get the right knowledge to the right person at the right time.
The questions that drive success are many – but the answers will help you choose the next logical step.
See how Bluewolf can help you along the Knowledge Continuum with your free guide, Empower Your Agents to Engage Your Customers.
“Customer Service is the next competitive battleground.”
- Jerry Gregoire, CIO, Dell Computers
Welcome to the ‘era of the customer.’ The accessibility of company and product information place customers firmly in the driver seat when deciding between brands. This new empowered buyer demands exceptional products and premium customer experience to stay loyal. Today, providing outstanding customer service is essential to keep your customers coming back. Social media and other cutting edge communications have a place in any company’s customer strategy, but the front-line of every company’s service organization remains the telephone, and the customer service agent. It also remains one of the largest operational cost areas. In this new battleground, companies must provide customer service that surpasses the competition. They must realign their culture and technology to drive the maximum value from their investments.
The shift in telephony & CRM
More revenue, higher quality, greater speed—these all are watchwords in today’s customer-facing contact center industry. Advancements in customer relationship management (CRM) technologies are tackling these challenges, providing valuable insight into customer behavior and guidance for specific interactions. Telephony solutions are allowing more sophisticated routing and control of customer interactions.
The old world of on-premise legacy technologies—CRM, call distributors, autodialers, computer telephony integration (CTI), interactive voice response (IVR) systems—have grown far too complex and unmanageable, making it impossible to achieve the level of transparency and responsiveness demanded by today’s customers.
Organizations of all sizes and industries are reducing their dependence on premise-based solutions like Siebel’s CRM and sales force automation (SFA) solutions, and shifting to cloud-based options such as salesforce.com. Advancements in cloud-based Telephony solutions, with their flexibility and cost-effectiveness, offer an attractive alternative to their premise-based counterparts.
What are the advantages of the cloud-based CRM-CTI match?