PowerHelp Knowledge Management

The Knowledge Management Solution improves organization productivity, customer satisfaction, and consistency. We provide organizations the ability to easily acquire the necessary knowledge transfer from experienced resources to the entire organization. The Knowledge Management Solution connects the right information to the right resources, thus allowing organizations to excel. Not only is the solution effective in the support area, but it allows the marketing and sales team to connect and provide product information to continue driving sales.

PowerHelp Advantages:

• Optimize Call Center Resources - Reduce call volume and escalation rates while accelerating resolution rates and overall lower TCO.
• Reduction in Employee Training Cost and Time
• Self-Learning to drive continuous improvement  - Improve overall efficiency by implementing workflow and best practices within the organization.

Knowledge Management Features:

• Multiple Knowledge Types - Knowledge Management provides you four different types of information that can be created – Technical Notes, Frequently Asked Questions, Decision Trees and Marketing Articles. Information is collected into Knowledge Bases. Access, ownership, and status of each Knowledge Base are configurable.
• Authoring Process - Security controls allow access to specific information, including creation of roles such as Knowledge Editor. Authoring workflows enable permission users to review, edit and approve content.
• Attachments and Easy to Create WYSIWIG HTML Interface - Articles can have multiple documents attached. Documents can be stored in their native format and provides the ability to utilize rich text HTML features that appear as they are created. The Decision Tree Wizard allows simple creation with the editor functionality to create simple or complex questions and provide step-by-step instructions.
• Easy Content Access and Information Ranking System - Getting to the information from within a call is simple. Articles can be associated to multiple pieces of information within a call.
• Rapid Resolution from Knowledge Management - Once the agent has opened the knowledge they can quickly go from reading and assisting the caller to resolution without leaving the screen.
• Easy Recommendation Process - Recommending knowledge from within a call is a quick process. If the CSR has security to recommend knowledge from their profile, then the Recommend Button will appear on the call.