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How do I roll out knowledge management in a call center?
Our HR department uses knowledge management software, but I'm not sure it would be a good fit in the call center. Is most knowledge management software one-size-fits-all?
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3 Answers
Hello Jay,
Yes, a knowledge management software would be a very good fit for your call center. You'd ask how? Let me explain! Your experienced call center staff members has knowledge of what they do and how do they handle customer queries. With a knowledge management software in place, they can contribute that knowledge for others to learn (especially new comers). Slowly you'd see that all your knowledge expertise is stored in the knowledge base built by your staff members over time. Now, if one of the experienced members leaves your company, the knowledge doesn't leave. It is there for new members to learn. whenever they have any problems they can search the KB system for solution and even if the solution is not found they can submit a request/question for solution and if they have solved the case then they can contribute how they were able to solve it so that other staff members need not to worry.
There are many knowledge management software applications present in the market and most of them are one-size-fits-all systems. You need to try the demo and check their features to find your suitable solution.
I'd personally suggest the latest version of PHPKB Knowledge Management Software at http://www.knowledgebase-script.com. they have an enterprise edition that has everything you can ask for in a knowledge management software.
With best regards,
Ajay Chadha
Hi Jay
When you say "roll out" do you mean you have the knowledge base prepared already? Or are you looking for a method to disseminate the knowledge to your agents in the call center?
Mike
Jay, there are a number of steps involvedwith initially making sure all your core training material is updated. Once this is completed and reviewed with all stakeholders (call center operations, training and quality assurance it needs to be uploaded on a knowledge base software application. There are a number of applications that are available and all vendors would welcome the opportunity to present their product offerings.
Please feel free to contact me should you have any questions.
Regards
Dave Kielkucki
Cell: 954-444-3668
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