It’s what you know right this minute.
With ICT Group’s self-learning knowledgebase, every live agent automatically has the most current information.
ICT Group can provide a self-learning, dynamic knowledgebase for any customer care program managed through our global network of contact centers. This same technology is also available as a hosted solution, where we manage the technology and your team simply uses the knowledgebase technology.
A dynamic knowledgebase can significantly improve live agent sales and service performance because it “learns” with each new query. The knowledgebase automatically collects and captures customer feedback, using the data to improve the standard response and continually develop more streamlined operations and optimized performance.
Every agent is capable of delivering optimal customer service, because every agent has immediate access to up-to-date Q&As, scripted messages and optimized responses. The knowledgebase is easy to use and has a customized, programmable search engine. As a bonus, it can be deployed on your web portal as easily as in your call center.
The technology is backed by ICT Group’s worldwide operations network, IT/systems infrastructure and voice/data/telecommunications redundancy.
More accurate responses can improve your ROI because they:
- Improve agent efficiency and performance
- Provide more accurate customer service, thanks to the ability to quickly update the knowledgebase with the latest regulation edits and changes
- Reduce operating and training costs, accelerating ramp-up
- Increase revenue through optimized upselling/cross-selling
- Improve customer satisfaction, retention and loyalty
- Reduce call volume (if you also put the knowledgebase on your website)
- Reduce call escalation
- Increase knowledge sharing across the organization
- Improve consistency of service across channels by integrating with your contact management system