Implementation of Knowledge Management Systems (IKMS©) in Your Contact Center
The Implementation of Knowledge Management Systems (IKMS©) Solution is designed and implemented by NGG Consulting's leading team of industrial engineers, business analysts and project managers who specialize in the world of Contact Centers and especially in Contact Center knowledge management systems, in collaboration with leading software companies.
The IKMS© solution aims to build a mindset for knowledge management in the Contact Centers and methods and work procedures for gathering, modifying and distributing knowledge in Contact Centers. In tandem, our team focuses on the consultation and implementation of appropriate IT systems, along with the suppliers.
Following the implementation of our Knowledge Management Systems (IKMS©) solution your company will enjoy:
- Shorter call duration
- Improved call answer professionalism
- Reduced “call back” percentage to the Contact Center
- Shorter training period for new agents and easy implementation of new knowledge
- Lower agent dependency on second line support
- Real-time updated information
- Improved customer satisfaction
BERALE’s Knowledge Management System for Contact Centers
NGG Consulting works in collaboration with BERALE Ltd. the developer of a world-renowned knowledge management system that has been successfully implemented in numerous Contact Centers. The BERALE Knowledge Management (KM) System for Contact Centers is an off-the-shelf product, which has high-level capabilities in the area of knowledge management (control, follow-up, reporting and monitoring), as well as unique capabilities for information search and retrieval. This product is characterized by its ease of use, its ability to interface with other IT systems within the Contact Centers and within the organization. It is also possible to add and adapt elements quickly and easily as per the customer’s requirements.
Return to the Contact Center Planning, Development & Set-up
For more information on how NGG Consulting can help you organize your knowledge management systems, please Contact Us
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