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| WebEvents: Knowledge Databases in Call Centers |
In this WebEvent, you'll find out how you can achieve higher quality of service and more efficiency in your call centers, allowing you to keep ahead of your competition.
Objective
Are you interested in establishing a knowledge database? You'd like to make information that's now distributed in many different places all available in one central place for your call center agents?
The USU KnowledgeCenter suite is the central information portal that your call center needs. This suite guides your agents through individual process steps as they handle calls so that each call gets the uniform, high-quality attention it deserves.
Contents
- A brief introduction to USU and some current KnowledgeCenter customers
- How the USU KnowledgeCenter supports call handling
- Implementing knowledge databases
- Quality assurance through content-based guidance of your agents
- Efficiency and quality: how to automatically optimize your call handling
- Reducing call handling times, with almost completely automatic incident documentation
- Project examples
- Structuring a service call center
- Getting a high resolution rate at 1st Level Support
- Optimizing resolution rates and call handling times
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