Over the past month I’ve focused on the importance of knowledge management within customer service, looking at the challenges that need to be overcome, and the skills that a knowledge manager needs to succeed.In this post I’m going to look at the end result – the benefits that leading organizations have achieved by centralizing knowledge and making it available to their agents...
Contact centre agents are at the front line of providing customer service, acting as the public face of an organisation. It is therefore critical to give them the training, tools and information they need to deliver a superior and joined-up customer experience.However, as they have often grown in a channel-based, ad hoc manner, many contact centres struggle to integrate information from different ...
Staff turnover has always been a problem in a lot of customer service teams. While the UK average employee turnover rate is approximately 15%, in contact centres it averages around 25%. That means one in four agents leaves every year - although for some contact centres turnover can be as much as 60%.One of the key impacts of staff turnover is increased training costs. On average, new agents receiv...
Eptica and NHS Business Services Authority (NHS BSA), have won the Most Effective Use of Self Service category at the prestigious 2012 Customer Contact Association (CCA) Excellence Awards. NHS BSA has seen training time for new agents drop by 30% and first year savings of £121,000 since its Eptica-powered self-service knowledge management technology project called Sherlock went live.Sherlock...
In the current economic climate, the public sector, like all industries, needs to increase efficiency so that it can operate within tighter budgets. But what is vital is that all citizens still receive a high quality customer service that meets their specific needs.The positive news is that technology has the power to deliver this combination of efficiency and good service. As the population switc...