Chapter 12 Knowledge Management

 

Knowledge management
eGain KnowledgeAgent™ guarantees high-quality customer service by infusing your customer service agents with knowledge, making them as productive and educated as your best agents. It ensures fast, consistent and accurate answers to increase customer satisfaction by providing agents and other users a range of ways to get to information in the common knowledge base.
Use a proven contact center solution, implemented by 300 leading enterprises 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 centers. eGain has delivered innovative knowledge-powered customer service solutions to enterprises for well over a decade. eGain was the first company to provide a guided knowledge solution. eGain KnowledgeAgent benefits from all the best practices we have learned in the course of successful knowledge management implementations in over 300 enterprises across the globe. Support agents of all levels with multiple access modes and roles  eGain KnowledgeAgent enables both novice and expert agents to find the answers they need, easily and efficiently. Based on the agent's role (Level 1, Level 2, etcetera.), the agent can view appropriate levels of information and use different access methods. For example, a novice agent could be forced to go through an interactive Q&A session with the application through a guided-help interface to resolve a customer issue. An expert, on the other hand, would use browse-and-search access mode to complement the guided help interface to be more efficient. Equally important, the business administrator can set up roles for agents that determine their ability to create and document new knowledge into the system. http://www.egain.com/products/knowledge_management.asp