if customers and employees could find the information they need quickly?
Estimates for "information only" calls received by call centers typically range, by industry, from 30% to 60% of the total call volume. Imagine what removing a high proportion of those calls would do to your bottom line?
Are your customers 'all at sea' in your digital channels?
A common complaint we hear from many organizations is that “It’s too easy for my customers to simply pick up the phone and call us.” But isn't this a symptom rather than the cause? A better question might be: “Why is it so difficult for my customers to find the information or service they are looking for online?”
This is where a powerful web “search” capability comes in. Implemented correctly, this will play a key role in the successful achievement of digital-first strategic goals.
How Knowledge Management will help
Knowledge Management allows you to take control of your information resources. It allows you to both control the messages presented by your organization, and also present that information in a format that is accessible and well-understood by your target audience: your customers.
All too often, information is either in the heads of the experienced users or hidden away in dusty ring-binders. Set it free on the web! If your customers have the answers they need, pre-vetted and approved by information management experts, they can self-serve, so reducing the burden on your organization and reducing costs.
Moreover, agents will be able to utilize the same knowledge content to better service those remaining callers with informational requests. Responses can be quicker and - vitally- more consistent.
Authoring and Spidering
For a Knowledge Management strategy to be successful, the information must be managed. Content must be approved for publication to the customer base and - because business is never static - the content must be capable of being periodically reviewed and re-approved through a flexible and self-feeding workflow system.
But authored content is only one part of the story. Most organizations have gigabytes of ad hoc data held on their own web sites, related 3rd party web sites, Sharepoint sites and internal databases that they might also wish to surface through Enterprise Search. The Knowledge solution you choose should be capable of 'spidering' across that content such that it can also be consumed by the user base, whether than be intranet or web/mobile users.
could you deliver the significant benefits of Knowledge Management within your business?
Simplify the collection and management all of content and deliver a powerful Enterprise Search interface for your agents and your web/mobile customers
Verint's EM Professional Knowledge solution consists of three key elements: Authoring, Spidering and Enterprise Search.
Knowledge can be authored by business users to contain text, graphics, video, file attachments and a range of other media types. The content can also be tagged: this allows searches to be highly personalized to the characteristics of the person doing the search and/or the environment they are searching from. 'Related Knowledge' allows for content to be seamlessly linked to other content: for example, an article on GDPR regulations might be linked to a dozen FAQs on the subject.
Knowledge can be configured to include 'internal' content, only visible by staff within the organization. This allows for agents to get supporting information alongside the information the customer can see on the web site.
Knowledge can also be configured with buttons to launch related EM Professional process Forms. This allows for digital customers to seamlessly go from "I wonder if?" enquiries to "I'll apply for that!" transactions.
Once authored, the knowledge can be submitted into a multi-step workflow to be approved before publication. Publication can be set for a future date/time and a future date/time can also be set for review, when it can remain live but be submitted into a review workflow.
Verint knowledge "collections" can be configured to either contain authored knowledge or content spidered from other sources (e.g. web sites or file systems). These collections can be amalgamated into 'meta' collections which are the targets for the Enterprise Search.
Interfaces for Enterprise Search are configured into Verint's standard EM Professional interfaces: the Employee Desktop and the Customer Portal Professional solution. This allows agents and customers respectively to search across the configured knowledge base. In addition, "knowledge widgets" can be configured into Verint Forms allowing for 'in-context' knowledge to be injected into process forms in a personalized way.
The video on the next page shows Knowledge searching features through both web and agent interfaces.