In saturated markets such as those existing at present the quality customer care becomes a competitive advantage over the competition. Knowledge management can improve multi-channel service time and training time of agents optimizing resources and reducing contact center costs.

These tools facilitate the management of information increased dramatically improving quality and access to it, this greatly increases agent satisfaction and customer user experience.

Key business Advantages

• Reduction of time to market.
• Reduced training time of agents.
• Increased number of resolutions on the first call.
• Improving the quality of information and the satisfaction of agents and customers.
• Information available in real time.
• Intelligent search engines.
• Recovery of related content.
• Control of access to information for Profile.
• Improving content management tools.
• Access reports, management, maintenance, etc.

Our approach

Prior to the implementation of the tool performs a consulting project is to analyze business requirements to identify existing content and functional requirements for analyzing the feasibility of implementing such tools.

The implementation of these tools follows a methodology developed by Atos Consulting, which consists of six phases:

1. Design and setup of the tool.
2. Cataloguing of existing contents.
3. Migration of content to the new environment.
4. Improving the content migrated.
5. User training.
6. Deployment and support the deployment.