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| Knowledge Databases in Call Centers |
Call centers are the interface to your customers and, as such, also serve as a business card for your company. Being able to access always updated, quality-checked information is a critical factor in business success because it helps to increase the efficiency of your services and answer customer questions as fast as possible with reliable information, thus ensuring customer satisfaction.
The USU KnowledgeCenter offers you a comprehensive solution for supporting the efficient operation of your call center.
The USU KnowledgeMiner searches and finds information fast and accurately in all kinds of internal and external documents. The USU KnowledgeBase centrally stores and manages all relevant documents, and the USU KnowledgeGuide leads users through structured decision trees to solutions.
Here's how you can benefit by using the USU KnowledgeCenter at a call center:
- 20-30% shorter call times and processing times
- Greater efficiency through more problems resolved during the first-call
- Consistently high quality answers not dependent on experts
- Easy operation and self-help functions for end users
- Demonstrably higher customer satisfaction
Knowledge databases enable successful transfer of expert knowledge to call center workers. Dynamic decision trees speed up complex fault diagnosis and can be also be easily operated by non-experts and new employees. This will reduce your training costs, increase the rate of first-contact resolutions and result in greater customer satisfaction.
The USU KnowledgeCenter is a suite of products designed to make information available for knowledge-intensive business processes in an intelligent and targeted manner. It is especially suitable for increasing efficiency in service organizations.
Click here to find out more about the functions and benefits of the USU KnowledgeCenter.
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