Knowledge Management Agent Portal Management Solutions
Exceptional service calls for exceptional knowledge
Positive service experiences make all the difference. Whether you work in customer service, IT, HR, or elsewhere within your organization, it's critical to maintain a single source of truth.
Knowledge Management lets you deliver impressive service to customers, prospects, and employees by ensuring everyone gets the accurate and up-to-date information they need – when, where and how they need it.
The USU predictive knowledge management solutions takes a holistic view of your service to establish intelligent knowledge management across all departments, functions, and communication channels. This lets you reach your service KPIs more efficiently and increase overall satisfaction.
Solve today's dynamic workplace challenges with modern KM strategies.
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Knowledge Management Delivers Results
Quickly and easily integrate with the leading service platforms
What is Knowledge Management?
Knowledge management (KM) is the ongoing process of managing your knowledge resources as you would with human or financial resources. The word management lies at the heart of the success or failure of KM projects because it's what differentiates professional knowledge management from other solutions.
Knowledge management software encompasses the entire lifecycle of information. This journey includes capturing documented and undocumented data, organizing and structuring data, reviewal and approval, omnichannel delivery, incorporating feedback and optimizing it . KM is a continual process, not a project with an end date or solution that can be deployed and done.
Each part of the lifecycle requires supporting functionality such as indexing data from one or multiple sources, custom workflows, a robust editorial system and processes, integration with multiple communication channels, user feedback and analytics for optimization.
Use Knowledge Management to Solve Business Challenges
Dealing with information is one of the biggest challenges organizations face today. The ever-increasing volume is the first problem, followed by sorting through duplicate, low-quality and inaccurate information in multiple locations. Knowledge management enables you to overcome these by centralizing information into a single location, adding editorial and quality control processes and being able to deliver it in multiple channels while still from a single source.
Common challenges include:
- Information overload
- Inconsistent staff performance
- Silos
- Disconnected systems
The goal of knowledge management software is to:
- Centralize your data in one place
- Reduce standard inquiries
- Deliver consistent service in all channels from all agents
Knowledge Management vs. Document Management vs. Content Management
Knowledge management aims to deliver the right support information to users (customers, employees, partners etc.) within the context of a conversation or issue in the channel of their choice. Because it includes the entire lifecycle of information from capturing, organizing, reviewing, delivering, and optimizing, it may have similarities to other tools you use but is still serves a very different purpose.
Comparison: Knowledge Management vs. Document Management vs. Content Management
Benefits of Knowledge Management Software
There are a wide range of direct and indirect benefits to introducing KMS in your organization. These include:
Higher First Call Resolution Rate
Faster search, centralized data and decision trees mean more calls are solved the first time.
Shorter Handling Times
With predictive search, interactive troubleshooting and one place to look, agents can resolve issues faster.
Shorter Training & Onboarding
Built-in e-learning means agents can train where they work, learning both the tool and content simultaneously reducing onboarding by days and even weeks.
Provide Easy International Support
Multilingual and multi-market support make international service a breeze.
Simpler Channel Management
With all your service channels connected to a single source of truth, you can manage them in one place with no duplicate effort.
Continual Service Improvement
Advanced analytics help identify search and issue trends, find content gaps and ensure self-service for the most frequent issues.
Knowledge Management Benefits by Role
Customers
- Consistent, quality customer support in every channel
- Problems resolved faster
- Accurate and current information
- Fewer transferred calls
Service Agents
- Find information as easily as a Google search
- One source of information
- Guided chats for easy and consistent service
- Built-in e-learning for better training
Editors
- Create custom workflows
- Custom-built approval processes
- Create guided chats and scripts
- Tackle complex topics easily like a flowchart in Powerpoint
Managers
- Ensure consistent service from all agents
- Centrally manage scripts and guides
- Faster onboarding for new agents
- Custom Reports
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Knowledge Management Agent Portal Management Solutions
Source: https://www.usu.com/en-us/solutions/usu-knowledge-management/