Recorded Webinar: 10 Signs you Need Knowledge Management

Webinar on knowledge management. 

Sound familiar…?

• Unnecessary call escalation
• High call abandon rate
• Inconsistent answers

Knowledge management can provide the answer to these and many more common service issues, but its success requires quality content and business-aware planning. In an environment where customer retention is a key business imperative, companies should look for proven solutions when it comes to implementing knowledge management in their contact centres.

• Support agents of all levels with multiple access modes and roles
• Enable knowledge reuse across multiple channels without expensive duplication
• Drive call set-up and wrap-up efficiencies by integrating with call-tracking systems
• Optimise contact centre costs with powerful reporting and management tools
• Support global deployments with a multilingual, scalable solution

Agenda

• Introductions – Jonty Pearce, Editor, Call Centre Helper
• 10 Signs you need Knowledge Management in the Contact Centre – Dennis Fois, Director, eGain
• Knowledge Management  in today’s customer service environment – Martin Hill-Wilson, Director, Brainfood Consulting
• 5 Ways to get started with Knowledge Management – Dennis Fois, Director, eGain
• Interactive Questions and Answers

Topics to be discussed

• How Knowledge Management can improve customer service
• Providing a consistent customer experience
• How to support both novice and experienced agents to the same level
• The cost savings and other benefits

This webinar is provided by Call Centre Helper and is sponsored by eGain.

Original Webinar date: November 2011