It makes sense to use intelligent knowledge bases in call and service centres as about 80 percent of the costs incurred by a call centre are due to problem-solving. This means that access to up-to-date, quality-assured information is a crucial factor in increasing first-contact solution rates and faster processing times with high-quality responses.
At the stand C8 at the Call Centre Expo taking place in London from October 11 - 12, 2011, USU AG will be presenting USU KnowledgeCenter 5: an innovative set of tools for providing knowledge at the point of contact. USU KnowledgeCenter is a modular solution that provides its own infrastructure. Working as a central resource, it organises and groups all information channels, providing a 360° view of data and direct access to all relevant information through a centralised user interface.
Prominent companies from all sectors have been using USU products in call and service centres for years now - for example, Hutchison, Wiener Städtische, Volkswagen, Roche, O2, BASF, Generali, etc. But even service organisations with as few as about 10 workers benefit from intelligent knowledge bases. Municipal service centres in German cities such as Cologne or Berlin also work successfully with KnowledgeCenter. This way, companies are placed in the position of being able to productively integrate knowledge bases into their processes on a technological as well as organisational basis within a very short space of time. This means that the amount of manual intervention occurring during self-learning procedures is kept to a minimum. Currently more than 500,000 users in Europe use USU products in call and service centres.
A new feature is that service organisations can use the widely established knowledge base USU KnowledgeCenter 5 as well as the SaaS version. It is available as a web application for a competitively priced subscription and adapts itself dynamically to patterns of use. There is no need to install software directly on a customer's servers or workplace computers. The knowledge base is available on the Internet anytime and anywhere using standard web browsers. This means that the USU software service guarantees high flexibility and transparency of costs.
Additional features include extensive functions for self-service, direct "one-click navigation" to the most important solutions and the integration of messages. Processes such as quality assurance, problem management, incident handling and ticket management are all directly integrated. Manual intervention during self-learning processes is reduced to a minimum as a result.
Further information can be found at http://www.usu-knowledgecenter.com/...
A corporate web version of USU KnowledgeCenter can also be tested free of charge: http://www.usu-knowledgecenter.com/...
At the stand C8 at the Call Centre Expo taking place in London from October 11 - 12, 2011, USU AG will be presenting USU KnowledgeCenter 5: an innovative set of tools for providing knowledge at the point of contact. USU KnowledgeCenter is a modular solution that provides its own infrastructure. Working as a central resource, it organises and groups all information channels, providing a 360° view of data and direct access to all relevant information through a centralised user interface.
Prominent companies from all sectors have been using USU products in call and service centres for years now - for example, Hutchison, Wiener Städtische, Volkswagen, Roche, O2, BASF, Generali, etc. But even service organisations with as few as about 10 workers benefit from intelligent knowledge bases. Municipal service centres in German cities such as Cologne or Berlin also work successfully with KnowledgeCenter. This way, companies are placed in the position of being able to productively integrate knowledge bases into their processes on a technological as well as organisational basis within a very short space of time. This means that the amount of manual intervention occurring during self-learning procedures is kept to a minimum. Currently more than 500,000 users in Europe use USU products in call and service centres.
A new feature is that service organisations can use the widely established knowledge base USU KnowledgeCenter 5 as well as the SaaS version. It is available as a web application for a competitively priced subscription and adapts itself dynamically to patterns of use. There is no need to install software directly on a customer's servers or workplace computers. The knowledge base is available on the Internet anytime and anywhere using standard web browsers. This means that the USU software service guarantees high flexibility and transparency of costs.
Additional features include extensive functions for self-service, direct "one-click navigation" to the most important solutions and the integration of messages. Processes such as quality assurance, problem management, incident handling and ticket management are all directly integrated. Manual intervention during self-learning processes is reduced to a minimum as a result.
Further information can be found at http://www.usu-knowledgecenter.com/...
A corporate web version of USU KnowledgeCenter can also be tested free of charge: http://www.usu-knowledgecenter.com/...
