Central Repository of Product Information
Document Content Changes
Your contact center operations depend on the skills of your agents, but hiring the right people is just the start. It’s equally important to arm them with the information they need to be effective on the job.
A well-managed online Knowledge Base provides fingertip access to a central repository of product information that’s always up to date so when your agent types a question, the right answer pops. That’s how you can be sure your customers are getting the right answers to their questions, every time they call.
Of course, creating an effective Knowledge Base isn’t something you do once. It’s an ongoing effort that requires time, resources and rigorous process discipline. CXO’s experienced team is here to help make it happen, by providing the day-to-day support you need to sustain an accurate, user-friendly Knowledge Base system.
It takes rigor to get it right
When you launch a new product, change an existing one or introduce a new business policy, three things need to happen:
- Document the process so every manager and trainer is aware of the change and their role in executing it.
- Educate every agent about the change (not just the ones who happen to be working the day it occurs).
- Engage your team in updating your Knowledge Base to ensure your agents can access the correct information on going.
For a business that operates in an ever-changing environment, process breakdown is a common challenge. Once a given issue is resolved, whether it’s a product or policy change, people tend to move on tothe next one without taking time to fully implement the change. A cycle of mishaps begins:
- Multiple versions of the same documents and processes appear in the Knowledge Base.
- Agents struggle to determine what is most recent, and customers may receive outdated information.
- First call resolution declines, along with customer satisfaction, but it’s not because the agents aren’t performing well. It’s because your Knowledge Base isn’t aligned with your business.
CXO can help you break the cycle with process discipline, ongoing content management and software maintenance, so your Knowledge Base becomes the reliable information resource your agents need it to be.