Knowledge Management

MaxContact's premium knowledge management solution is widely trusted by contact centres across the globe. 

It is designed with the contact centre agents and customers in mind, providing them with quick and easy access to accurate information without the hassle of navigating through lengthy and confusing documents. 

Feature-rich yet easy-to-use interface, it acts as a single source of truth that integrates into the existing contact centre toolkit. It delivers answers to the customer through any communication channel an organisation chooses to interact with its customers. 

By using Knowledge Management, contact centres can: 

• Reduce onboarding
• Improve average Handling time (AHT)
• Increase speed to knowledge
• Enhance compliance 
• Customer satisfaction

Why Your Call Centre Needs a Knowledge Management System

Customers want accurate answers in a timely fashion. If they can't be met with a strong answer then they will look to take their business elsewhere. Answers can change in time and what may have been correct yesterday, is now out of date. 

Using traditional methods such as Word documents, files and shared file systems is no longer good enough. Agents need to have up-to-date, authentic answers that are easily reachable whilst maintaining a strong conversation with the customer.

How does Knowledge Management work?

The Knowledge Management software is available 24/7 and is easily accessible for agents who are on the front line and dealing with customers. 

Our call centre Knowledge Management software sits within the contact centre and allows the agent to navigate through to the correct answer in a number of ways, such as:

1. Global Search - The agent may enter a search time that will quickly scan the articles to provide the correct answer.
2. Dynamic Branching - The agent may start at a set subject before clicking to navigate through the following terms in a logical way. 

Articles are pre-written and loaded into the Knowledge Management software by your authors. Confused? Don’t worry, our training covers this! 

Only approved users may upload articles; this is important as it ensures that there is accountability as to what is published for use. All articles are governed by an audit trail which will log all revisions, who by and when.

Agents and end-users can submit recommendations to articles to be reviewed by authors who can then either approve or reject the update. This is very useful when end-users may notice some items that are incorrect.

What Are the Benefits of a Knowledge Management System?

Knowledge management systems (KMS) offer a wide range of benefits for call centres, such as increasing productivity and enhancing customer service. Here are some of the benefits a KMS offers:

• Reduced training time
• Enhanced customer experience
• Quick and accurate response times
• Cost reduction

Overall, knowledge management systems can improve customer service and overall agent performance.

Types of Knowledge Management Systems

There are many different types of knowledge management systems, such as document management systems (DMS), knowledge repositories and learning management systems (LMS). 

Document Management System

A document management system focuses on online documents, such as spreadsheets, multimedia files and presentations.

The DMS allows you to lock your documents, which means that only one person can edit a document at a time to avoid overriding someone else's changes,

Learning Management Systems (LMS)

A LMS is a software that allows for the administration, delivery and tracking of educational courses. This is ideal as it allows organisations to manage and enhance their learning experience.

This system is used by a wide range of industries, such as office-based companies to those in the education industry, LMS can simplify onboarding and training and provide an efficient approach to learning.

Knowledge repositories 

Knowledge repositories are databases that provide agents and customers with access to accurate and up-to-date information, such as FAQs, policies and troubleshooting advice. This system is ideal as it can improve service efficiency and customer satisfaction.

Knowledge repositories usually include features such as metadata management, tagging and categorisation, which makes it easier to find information across the board.

Why Trust Us?

As pioneers in the contact centre industry, we have always looked to develop and stay ahead of the market when it comes to our services. This has led us to have an open-minded methodology when it comes to working with the best partners in the market. 

We understand the need for our customers to have access to the best technologies to stay ahead of their competitors. We work with only the best vendors, so we can assure you that you will have access to the best purpose-built knowledge management system on the market.