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Knowledge base
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Common knowledge repository
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Create
and maintain a centralized repository
of knowledge to provide quick
access to fast, accurate responses
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In an
environment where there is high
agent turnover, the centralized,
easily accessible Knowledge Base
speeds the learning curve of new
agents with a standard set of
accurate answers. |
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Knowledge
reuse
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All content
available to all channels "Write
once, use everywhere" increases
the consistency of response across channels.
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Per-article
cost reduced because of increased utilization
of the article across channels. |
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Dashboards
for real-time information
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Monitor the
health of the contact center without
running lengthy reports. Users can create
dashboards with multiple pieces of information
which would enable a user to manage
their contact center more effectively.
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Monitors multiple
types of information, including article
access, article usage, self-service
sessions, escalations, and self-service
activity. |
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Graphical
display of information is easily understandable
at a glance. |
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Indexed
smart search
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Use the smart
indexed text search engine to navigate
the tree like structure of folders within
the Knowledge Base to find an article
and insert it into an email. After a
search has been run, further sort
the results alphabetically and in
ascending or descending order. You can
also search on partial words
(i.e.: typing tim* would give time frame,
time period, etc.). |
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Search allows
for finding knowledge articles based
on advanced attributes such as
‘creation date’, ‘expiry
date’, etc. |
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Frequent search
queries can be saved to reuse
and execute again. |
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Search results
can be exported to an external
file. Users quickly locate answers and
respond to standard questions cutting
down response times. |
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Drag
and drop articles into responses
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Significantly
decrease response times with ready-made,
easy accessible answers. |
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Multimedia formats
Authors can create articles for customers,
and agents can respond to customers, with
a broad range of document formats by sending
Knowledge Base articles that are actually
URLs or attaching external attachments. Document
formats include simple formatted text, HTML
text and full-function Web pages (HTML). |
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