1. Comprehensive and Customizable Reporting and Engagement Analytics
Gain a comprehensive understanding of content engagement and employees’ top search queries with our user-friendly reporting. Uncover knowledge gaps that require attention and discover valuable opportunities to enhance your content. Prioritize the proper knowledge with ease, while unlocking insights that pave the way for improvement.
2. Deep Search Functionality
Robust search capabilities allow call center agents to quickly find the information they need. The system should support keyword search, advanced filters, and relevant suggestions to enhance efficiency, and should be able to identify keywords within all file types, including PDFs, videos, and more.
3. Version Control and Audit Trail
The ability to track changes made to knowledge articles, maintain a version history, and identify who made the modifications ensures content accuracy, accountability, and helps with compliance requirements. It can also save you time and effort in managing your knowledge governance processes.
4. Rich Publishing
Quickly and easily updated information within articles and workflows in a fully customizable format without having to write or update code.
5. Collaboration and Feedback
Features that facilitate collaboration among agents and subject matter experts allow agents to share feedback, suggest improvements, and engage in discussions to enhance the quality of knowledge articles.
6. Integration With Call Center Systems
Seamless integration with other call center systems, such as customer relationship management (CRM) software and ticketing systems empowers agents to access relevant knowledge during customer interactions and provide accurate and consistent information.
7. Intuitive User Interface
A user-friendly platform should allow for easy navigation, boast thoughtful information design, and create an enjoyable experience that encourages employees to leverage the system with every interaction.