Knowledge base

Knowledge Management in practice: Domestic & General

Published on: October 18, 2013
Author: Eptica

Last week the post in our series about effective knowledge management for customer service shared five top tips for successfully deploying and reaping the benefits of knowledge management in your organisation.Here we complete the series with a best practice example from Domestic & General, the UK’s leading warranty specialist.  The company has transformed its customer service operat...

5 ways to drive knowledge management success

Published on: October 09, 2013
Author: Eptica

Effective knowledge management is a key element of delivering customer service and that’s why we’ve been focusing on this important area in recent weeks.In our first post we discussed how to get started - outlining the different stages of knowledge management within customer service operations. Following this we covered building a business case, outlining the benefits your organisation...

Building a business case for knowledge management

Published on: September 26, 2013
Author: Eptica

In our first blog post in our series on knowledge management we talked about the different stages of collecting and sharing information across the contact centre.So, once you’ve identified where your organisation is now, how do you move forward and create a strategy to implement knowledge management? And what are the business benefits that you’ll receive?Starting with the benefits, the...

Getting started with knowledge management in customer service

Published on: September 11, 2013
Author: Epticablog

Knowledge is at the heart of delivering a successful, consistent and efficient customer experience whatever type of organisation you are in. Collecting and sharing information, incorporating feedback and keeping centralised knowledge updated is central to delivering superior customer service.However while most managers understand the importance of knowledge, many are simply not sure where to start...

Domestic & General’s customer service success recognised at prestigious awards

Published on: March 29, 2012
Author: Epticablog

Whatever industry you are in, customer service revolves around providing fast, accurate answers to customer queries. However ensuring that your agents have the up to date information needed to deliver these answers can be difficult, as it is scattered across multiple IT systems, stored in physical folders or even kept in agents’ heads.  The key to delivering excellent customer...

Knowledge – the holy grail of customer service

Published on: December 14, 2011
Author: Epticablog

Delivering consistent, accurate and fast information to customers, across multiple channels, is at the heart of excellent customer service. The results are double - not only are customers happier as their query is dealt with more quickly, without needing to call back, but operational efficiency is increased, as queries are dealt with first time, faster and with a consistent approach.The quest to b...

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