Meeting the needs of Call Centers and Back Office Operations
Knowledge management traditionally focuses on assisting knowledge workers to collaborate and to share their experience within an organization. However this approach is less effective in environments like call centers and back office operations where job tasks are more defined and where speed, accuracy and compliance are paramount.
Traditional
Knowledge Management
Performance-Centered
Knowledge Management
A comprehensive library of new and old information on many topics
Knowledge base containing only officially sanctioned and up to date information
Search delivers a broad set of results
Only delivers information relevant to searcher's role and current activity
Information stored in many file formats and structures
Information stored in a few formats, with consistent structure
Many contributors
A few contributors - subject matter experts
Free-form collaboration between all employees
Feedback and suggestions to owners of content
SupportPoint enables subject matter experts to easily create and maintain comprehensive knowledge bases. Call center and back office personnel refer to SupportPoint to quickly find specific, up to date information about policies, procedures or products - presented in a form that is optimized to help them on the job.
