These software solutions help the contact center to identify, create, represent, and distribute knowledge for improved CRM, reuse, awareness and learning. Most large companies have resources dedicated to knowledge collection and analysis, often as a part of 'Information Technology' or 'Human Resource Management' departments, and sometimes reporting directly to the head of the organization. These software systems attempt to bring under one set of practices various enabling technologies such as knowledge bases and expert systems, help desks, corporate intranets and extranets, Content Management, wikis and Document Management.
These programs drive the success of a business by capturing, organizing, and analyzing data for shared intelligence, improved performance through best practice implementation and stronger customer loyalty. Call center KM can improve agent productivity and reduce training time.
Strategic benefits include:
• improved service
• best practices implemented throughout the organization
• market insight through capture and analysis of customer interaction data