Knowledge management

By creating and adding to a repository of information your agents feel empowered and your customers can quickly find answers to their questions themselves.

Knowledgebase solutions help by providing a consistent source of accurate information easily accessed on line, or by a contact centre agent. MGt’s knowledge management capability has been proven to increased productivity, improve customer satisfaction and reduce support costs.

Finding the right information can be a challenge for customers, employees and front line agents. MGt’s knowledge management underpins many of our support solutions, providing intuitive search functionality, consistent messaging and robust processes which ensure the knowledge bases are accurate and up to date.

Attachments and video clips can be added to articles to supplement content, provide context and offer a key component of “visual “ support for technical queries.

Benefits of a knowledgebase system:

• Low IT overhead: Easy-to-use web interface for administrators and content managers extends and grows with your enterprise
• Self service portal: Deflect enquiries away from call centre agents to the web
• Increase agent productivity: Sophisticated technology simplifies search queries and allows the agent to find documents quicker and more accurately
• Consistent relevant information: Assures retrieval of current information; centralised, easily accessible repository for subject matter experts
• Powerful reporting: Measure article retrieval satisfaction, searches, and ROI with standard and customised reports
• Conduct lead generation programmes: Place, track, and report on advertisements and promotions

The business problem

It’s often difficult to find vital company information for both enterprises and small businesses alike. Imagine how your customer feels if they struggle to find the information they need. Today, more customers and businesses rely on the web instead of customer service agents as a primary resource for providing information. Maintaining accurate information and managing this data can require a company to employ expensive resources such as IT professionals, web designers, and developers. By deploying a robust and powerful knowledge management solution, your company will realise the benefits of increased agent productivity, improved overall customer satisfaction, and reduction of data management overhead.

The solution

A component of the Knowledgebase provides around-the-clock access to a scalable web-based application where organisations store and publish data, content, and help files for Internet and intranet environments. Flexible article access, robust review workflow, and simple authoring enhance the centralised knowledge repository. Powerful reporting indicates which articles users seek and what information is unavailable, driving continuous improvements. Praised by customers and industry analysts alike for its ease of use and reporting functionality, Knowledgebase is completely integrated across the assisted and self-service channels, improving service quality and increasing first contact resolution success.

Whatever your knowledgebase requires are - contact our sales team to discuss further.