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For nearly a decade, search engines were the preferred tool to connect workers with solutions to their technical questions and issues. Today, millennials are starting to take a different turn.
Of all generations in the workforce today, millennials have shown the highest desire to resolve technical issues on their own. This new generation of workers has cut its technical teeth troubleshooting gaming consoles and apps through online threads, Wikipedia pages and self-help articles. More and more, service desk providers are recognizing the need to evolve in today’s digital world by arming users with tools to troubleshoot workplace technologies on their own, in a way that’s meaningful to them and relevant to their work environment.
As an IT executive or professional seeking to stay ahead of the curve, consider the following key aspects in a self-service knowledge base.
1. Straightforward self-help articles covering a wide range of topics
A user base infused with young professionals benefits from self-service articles that are quick to consume and provide straightforward instructions to solve technical issues. These articles do not need to be overly technical; in fact, they are more effective when they are simple and visual. The most commonly used articles often rely on screenshots so the reader can easily follow along.
Self-service knowledge bases should cover an array of topics to accommodate users across different applications, operating systems, legacy systems and devices. To achieve this, the knowledge base must retain older, but applicable articles, while constantly updating and adding new ones to stay relevant.
2. Natural language searches and mCaaS capabilities
Knowledge bases no longer solely function as repositories of information. They are becoming smarter and smarter and have developed ways to better engage the user. One of the most effective features in a knowledge base is a natural language search, which makes finding suitable articles a no-brainer. Users can type their stream of consciousness into the search window without having to manually parse through ideas, expediting and simplifying their quest for a solution.
Managed Content as a Service (mCaaS) platforms have the capability to improve results with every search. Over time, the system will recognize a specific user’s search trends, and can therefore better understand the user’s needs and provide more relevant, specific results based on profiles and preferences. Not only does this save the user valuable time, but also it frees service desk agents to perform more strategic initiatives.
3. Content hosted in-house on a federated, secure site
A key differentiator of knowledge bases is the secure user experience. In traditional search engines such as Google, search results are hosted by infinite sources, making it very difficult to know where the results page links will take you. Effective knowledge bases keep up with today’s cybersecurity requirements by hosting all articles on their own site and ensuring all knowledge is federated, secure and updated in parallel with application enhancements and software launches.
Why you should care: They save you money
Self-service knowledge bases are the future of independent IT problem solving. Placing the power of resolving technical issues into users’ hands reduces agent-assisted service desk tickets, lowers costs and streamlines the upgrading, migrating and moving processes. Remote employees especially benefit from these solutions since they don’t have the luxury of quickly asking colleagues for help.
Support your employees and their diverse needs by investing in a service desk provider that offers self-service knowledge bases.
How much money can you save by moving to a self-service knowledge base model for your service desk? Go to the SmartDesk Solution™ Savings Calculator to find out. I invite you to ask questions or leave comments below.
The Arise Platform Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat... (read more)Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case features Integrating all contact channels into one CRM interface, combined with time-saving features like field auto-complete, ensures agents can work cases quickly and effectively.
- Customer profile and history Show agents relevant customer information, like location, loyalty status, and interaction history, right on the CRM case screen.
- Next best actions With suggested next actions like case codes, responses, and enclosures, even your newest agents can work cases with confidence.
- Built-in knowledge Astute’s integrated knowledge engine lets agents quickly find answers to any question – without having to leave the case workflow.
Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
From AI - WFO and everything in between! Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
contactSPACE Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
Edify Huddle Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.
uContact uContact is an All-in-One contact center solution. Our unique one-on-one customer service makes us perfect for small to medium call centers. Rather than relying on multiple applications we will offer you: - Dialers (Inbound & Outbound) - SMS, Email & Webchat in a Unified Inbox - A Call Center Designed CRM - Completely Customizable Reporting - Gamification - Recording - Voice Broadcasting - Quality Control - Live Coaching (Spy, Whisper, Collaborate) - Many More Features & an Open API.
Technology Acquisition Consulting L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
Megadialer Increase the efficiency of your agents and generate a higher volume of effective calls saving time and money. How it Works With Megadialer you can choose the most appropriate dialling method for your campaign: previous or predictive.
Easy to Use Interface: Modify campaigns to suit your business
Customizable Campaigns: Numerous modules that will make your management easierl
Real-Time Analytics: Control all processes in the MegaDialer interface in real-time
All our rates include: Instant Call Reports On-Demand Recording Call Supervisor Call Layout after Completion Your Own Caller ID Call Monitor Automatic Re-Calls Automatic sending of Mails Incoming Call Management Real-time Activity Panels Call Lists for Agents Different Levels of Administration
MyCallCloud MyCallCloud has 79,600+ Hours In Contact Center Software Up-time and is made of caring professionals with 60+ years of experience. If you need robust, stable, and user-friendly hosted (or premise) Cloud Contact Center Solutions, give us a call. We provide ongoing consulting to assist clients to more effectively manage Inbound, Outbound and Blended calling with their on-site -or- remote staff. Integration solutions are many and are provided at low, or at no cost when on-boarding. Multi-channel, cutting-edge contact center solutions such as SMS, IVR message blasting (with Text-to-Speech), FB messaging, and other services such as No-Dial (voicemail delivery to cell phones without rin... (read more)MyCallCloud has 79,600+ Hours In Contact Center Software Up-time and is made of caring professionals with 60+ years of experience. If you need robust, stable, and user-friendly hosted (or premise) Cloud Contact Center Solutions, give us a call. We provide ongoing consulting to assist clients to more effectively manage Inbound, Outbound and Blended calling with their on-site -or- remote staff. Integration solutions are many and are provided at low, or at no cost when on-boarding. Multi-channel, cutting-edge contact center solutions such as SMS, IVR message blasting (with Text-to-Speech), FB messaging, and other services such as No-Dial (voicemail delivery to cell phones without ringing) are just a few of the full-service suite options available to our business partners. Call us and hear the difference.
NICE inContact CXone NICE inContact CXone is the leading cloud customer experience platform. Only CXone unifies Omnichannel Routing, Analytics, Workforce Optimization, and Automation and Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform. CXone delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market. With its Open Cloud Foundation, CXone powers rapid innovation via open APIs, leading scalability and reliability (guaranteed 99.99 percent uptime), and carrier-grade connectivity (guaranteed voice quality).
Noble Contact Center Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.
Cloud Traffic Metering as a Service Visualize cloud traffic on real-time dashboard based on traffic mirroring from AWS, AZURE (preview stage), and others supporting VXLAN. Generate metadata to monitor voice and data applications, capture packet to Wireshark, and detect traffic anomalies.
Puzzel Contact Centre Puzzel builds on over 20 years` of heritage. It was one of the first pioneers to develop a cloud-based contact centre. Today, Puzzel combines omni-channel technology with Artificial Intelligence (AI) to provide complete customer interaction solutions in a digital age.
Puzzel`s omni-channel cloud contact solution has the flexibility and scalability to support smaller enterprises and global corporations. Voice calls, email, SMS, web-chat and social media channels are all managed in a single, easy-to-use application which integrates seamlessly with other enterprise solutions. As a result contact centre agents and other parts of the business can access corporate systems such as customer relat... (read more)Puzzel builds on over 20 years` of heritage. It was one of the first pioneers to develop a cloud-based contact centre. Today, Puzzel combines omni-channel technology with Artificial Intelligence (AI) to provide complete customer interaction solutions in a digital age.
Puzzel`s omni-channel cloud contact solution has the flexibility and scalability to support smaller enterprises and global corporations. Voice calls, email, SMS, web-chat and social media channels are all managed in a single, easy-to-use application which integrates seamlessly with other enterprise solutions. As a result contact centre agents and other parts of the business can access corporate systems such as customer relationship management (CRM) information, invoice history, product or service details and user knowledgebases to answer customer queries efficiently and effectively.
Puzzel is committed to developing innovative technology to improve customer interactions and its new AI solutions are an efficient and cost-effective addition to any organisation`s self-service offering. Ready-made connectors allow contact centres that have invested in Chatbots to `Bring their own Bot` and integrate to Puzzel technology. Flexible Application Programme Interfaces (APIs) also allow a range of highly bespoke integration options with CRM and other enterprise applications supported by Puzzel`s expert solution architects and in-house development team.
Puzzel was named a Challenger in the Gartner Magic Quadrant for Contact Center as a Service, Western Europe, Report 2019 for the fifth consecutive year for its strong growth, functional capabilities, strengths in standards and compliance, customer service and support.
Headquartered in Oslo, Norway with offices in the UK, Sweden, Denmark, Finland and Bulgaria. Puzzel is passionate about delivering innovative solutions for solving customer interactions.
Tegsoft Cloud Contact Center Tegsoft is an omnichannel cloud communication platform that helps companies interact best with their customers, specifically focused on Customer Experience and Net Promoter Score.
It helps companies to manage voice, text (SMS, email, webchat, and chatbot) and social media channels for customer communication within a single Agent web interface.
Thanks to its integrated CRM structure and omnichannel capabilities, our solutıon identifies the customer and consequently provides contextual information to customize the customer experience. Tegsoft also helps improve Customer Satisfaction by providing embedded NPS survey tools.
Tegsoft has a variety of ready-to-use integrations with other... (read more)Tegsoft is an omnichannel cloud communication platform that helps companies interact best with their customers, specifically focused on Customer Experience and Net Promoter Score.
It helps companies to manage voice, text (SMS, email, webchat, and chatbot) and social media channels for customer communication within a single Agent web interface.
Thanks to its integrated CRM structure and omnichannel capabilities, our solutıon identifies the customer and consequently provides contextual information to customize the customer experience. Tegsoft also helps improve Customer Satisfaction by providing embedded NPS survey tools.
Tegsoft has a variety of ready-to-use integrations with other software applications like Salesforce, Microsoft Dynamics, Zendesk, Zoho, WhatsApp, and Facebook Messenger. Also, it enables API integration to any 3rd party software with minimum effort.
Tegsoft Cloud Contact Center solution is built on IBM Cloud and is ready to launch and use less than 20 minutes as compared to weeks for traditional solutions.
Our solution provides a rich set of reporting tools supported by AI that allows taking actions to improve customer experience in real-time.
Voiptime Contact Center Voiptime Contact Center is a multichannel contact center software for processing inbound and outbound calls, web chats, chat bots, emails. It includes everything you may need for successful call center management: Progressive&Predictive dialers, IVR (interactive voice response menu), agentless campaigns, online monitoring, call barging, and ultimate reporting.
Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Vonage Contact Center for Salesforce seamlessly integrates all of a business’ communication channels with Salesforce, using a powerful business logic to route requests to the appropriate agent, helping teams create exceptional, emotive conversations with customers. With a true cloud environment, proven platform availability and global coverage, Vonage’s contact center solution ensures complete flexibility, scalability and reliability for customers and businesses alike.
Professional services for Amazon Connect, Twilio, Genesys PureCloud Voxologic is not just a company, it is a group of talented individuals who allow ideas to collide, reform, catalyse and grow through the power of collaboration and help your business with customer service. The experience that we have gained through several years of developing and advising contact centre businesses inspired us to invent methodologies that ensure the highest levels of voice network service.
15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!
100's of best practice tips and ideas from contact center professionals Read More...
15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!
100's of best practice tips and ideas from contact center professionals Read More...
15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!
100's of best practice tips and ideas from contact center professionals Read More...
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