You've got the data but your agents aren't using it
Smart agents who can't find answers in the knowledge base simply stop using it.
When the knowledge base isn't integrated with your agent desktop, too much time is spent on dead-end search. Agents have to translate the context of the customer conversation into 3-4 keywords and then search the knowledge base. It doesn't take many failed attempts at retrieving answers before an agent starts looking elsewhere to solve problems—a sure route to inconsistent service.
KANA's Knowledge Management integrates your existing knowledge bases with your contact center desktop, automatically feeding the context of the conversation into search. And answers are fed back to agents naturally, as part of their work process, guiding them to consistent, accurate answers and fast resolution.
Increasingly, many of the demands put on agents require information that isn't part of a traditional knowledge base—like transactional information from customer information repositories such as orders, billing, reservations and inventory. And many businesses have the relevant data, but aren't making use of it. Fortunately, SEM Knowledge Management provides a good solution. It extends the reach of the knowledge base to all enterprise data, including external systems, and makes it available across your agents and communication channels.
