Knowledge base solutions for call centers

Assisting agents to quickly deliver accurate answers

Many contact centers deal with large amounts of complex and constantly changing subject matter. While training can help agents learn the basics, it cannot help them remember all the details. It may even be counterproductive to remember information that changes quickly. Moreover, if your organization has significant turnover, call center training costs can rapidly escalate.

SupportPoint delivers relevant and actionable information to agents about products, systems, processes, and policies. With self-service support at their fingertips, agents can answer customer queries more accurately, consistently, and quickly.

Features

Context sensitive guidance delivers the right information at the right time because it recognizes the role and job task of the person calling for assistance. With SupportPoint, agents can be confident of always getting the support information they need with just a few mouse clicks.

Structured presentation of complex information allows agents to quickly find specific guidance in a form they can easily understand and apply to any customer query or policy or technical issue.

Easy authoring and linking to existing materials allows subject matter experts to develop, review and distribute support information with minimal effort or IT assistance – so content will be more comprehensive and current.

Broadcast alerts allow selected groups to be notified of time-sensitive information in real time without disrupting them while they’re interacting with customers.

Comprehensive reporting provides detailed information about how the knowledge base is being used and which documents are being accessed, right down to an individual or group level.

Try SupportPoint Viewer online.