Solve your business problem
I need to capture and improve knowledge-sharing among my employees
Capture the tacit knowledge of your most important resources to your organization—your employees. The reductions in staffing and competitive pressures reducing the size of the workforce that holds valuable business knowledge highlight the need for a reliable knowledge management program. As your employees discover answers to new problems, it’s too easy to let invaluable information slip away without a collaborative knowledge base solution.
nGenera CIM has been evolving with the way contact centers collect and store knowledge for over 15 years. Here is how your contact center will benefit from an nGen Knowledgebase implementation:
- Apply administrative, authoring, and content-managing permissions to your team, ensuring knowledge is acquired and managed properly across your customer service organization.
- The agent interface is simple to use, promoting fast time-to-resolution and user adoption
- Instant publishing capabilities and import flexibility make content creation easy
- Smart search capabilities—powered by Autonomy—quickly present agents with the appropriate articles
- Powerful reporting capabilities help administrators optimize the Knowledgebase based on article retrieval satisfaction, search patterns, and automatically-generated ROI reports
A prominent online auction company implemented nGen Knowledgebase to provide access to shared knowledge in one location and simplify the knowledge-acquisition process for its employees. Within the first six months user adoption increased over 300% and article contributions increased by 2,300%. “We have seen the number of issues resolved upon first contact as a direct result of the increased knowledge base activity,” says the company’s Project Coordinator. Learn more about how this online auction giant used nGen Knowledgebase to capture and share employee knowledge.
See a demo of nGen Knowledgebase and learn how nGenera CIM can improve your organization’s knowledge acquisition.