TMCnews Featured Article

Knowledge Management Gives Agents the Tools to Improve Customer Service

By Susan J. Campbell, TMCnet Contributing Editor

Within the customer service environment, it’s often best to tackle complex problems with simple solutions. With the appropriate knowledge management solution in place, companies can minimize those unpredictable and challenging customer calls. In order to satisfy this customer, agents have to have the answers. This means more tools in their belt, giving them the power to go off script to search the knowledge management database for the right answers. 

KANA's knowledge management solutions, as featured on this page, give agents more than the traditional tools use to handle complicated scenarios. When faced with unseen levels of unpredictability, KANA's knowledge management elevates agent's confidence. This not only increases productivity but also customer service. There's no need to invest in more training when focus is now put on customer satisfaction at the hands of the service managers. 

The solution is accessed through an adaptive desktop that has unlimited knowledge processes for each agent. Case management, in particular, eliminates customer service inquiries and the number of resources used to resolve them. The ability to multitask while on the line with customers is managed through an effective user interface. 

In the past, agents often worked offline and relied heavily on instructions and other notes to answer questions. These processes did nothing but add to already long wait times and created an environment with plenty of opportunity for errors. 

This case management solution allows for adaptive processes, easy user interfaces and extensive knowledge availability. Each offers a more transparent look into the way agents work and solve customer inquiries. Plus, resources are immediately available and knowledge management solutions provide move around processes based on the customer's reactions. 

In order to amplify the customer's experience, conversations aren't predetermined, allowing processes to flow naturally. As a result, case management programs give agents a more smooth transition through each process. 

As the conversation moves so does the user interface. Throughout the processes, agents will see the system morph in front of their eyes. In traditional systems, numerous on-screen tabs are the norm, whether they were needed or not. And, it wasn’t unusual for a needed tab to be missing from the interface, posing a big problem if the information that would create a resolution was unavailable. Using a knowledge management tool like KANA eliminated the clutter and applies a simple service. 

The best solution is a well presented solution. Customer service agents are able to take advantage of the knowledge management tools in a way that is easiest to present to each agent. Customer service is, therefore, accurate and faster.


Edited by Jamie Epstein