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