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In the telecommunications and internet service industry, technical support – whether outsourced or kept in-house is a service level department that has a high attrition rate and a rocky solutions delivery as customers that are needing tech support often encounter issues ranging from hardware, firmware, network and setup factors.
As companies and department advisors use a schematic flowchart to diagnose and ultimately solve technical support issues, customers are given a streamlined yet predictive experience basing on the A, B or AB manual. At times, it is an experience based on grind as both customers and the technical support specialist leave no stone turned on their session.
Customer experience that prompt the need for technical support when it comes to subscribed services are fueled by malfunctions or issues stemming hardware to condition based variables that affect the quality of service.
One platform that technical support departments are arming themselves with through in-house integration or outsourced solutions via providers is helping in the way of cutting down the time to come up with the precise diagnosis and case resolution. It is the Knowledge Base platform that is either a software of a cloud application that stores product knowledge, technical manuals, common faults and the common issues encountered in a database.
The knowledge base platform can help support the schematic troubleshooting routine by giving precise information basing on issues drawn from hardware, software, firmware and their operational compatibility where technical support agents are drawing information or data as the session happens.
Overtime, a knowledge base platform will accumulate the common and technical issues basing on the service as new products are introduced where new issues will arise with its corresponding solutions or fixes.
A Knowledge Base platform will help your business retain customers by offering the ability to deliver knowledge by way of information drawn with the corresponding solutions as a solicitation. Some of the benefits are:
Increasing Productivity
A technical support team will improve its productivity by dramatically cutting down the time it takes to offer up a solution or fix. Therefore, your team can service more customers needing tech support.
Increase Team Work Proposition
As a knowledge base platform is a shared resource to maintain, manage and update, the department is given the chance to better work as a cohesive unit by passing on information and critical fixes within a streamlined setup that is rehearsed using simulation drills. From the knowledge solicitors to the team leads down to the technical support agents with various levels, it enhances collaboration and enforces base knowledge.
Archive and Utilize Forefront Knowledge
A knowledge base platform will store accumulated data and product information based on the older models and progressively into the new units. It allows technical support teams to have access to years of solutions in a streamlined approach.
Pass Product Data to Other Departments
A knowledge base platform is not exclusive to the technical support department. Rather, it can be used by other departments such as sales and marketing in order to promote product knowledge as a way to further enrich employee engagement within the products offered.
Competitive Advantages
Your products and service specifications are not the only ones that can populate and be archived with the knowledge base software. Your competitors’ defects and troubles can also be documented for future reference where the accumulated competitor knowledge can be leveraged for cross-selling or targeted marketing.
When it comes to the outsource technical support service level, Global TeleForce offers technical support agents that operate within a knowledge base platform to help businesses succeed when it comes to customer retention through tech support. To get started call AU 1300 77 88 62 or PH +63 917 5680402 | +63 917 5166897 or email us at: enquiry@globalteleforce.com
Service Journey Thinking Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Offshoring Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both: - clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and - clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition
We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
Contact Centre Specialist Consulting CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
Contact Center Consulting Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
Contact Center Operations Performance Management In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments - Human Capital Management - Organizational Structure - Brand Marketing - Strategic Planning - Sales and Customer Care Tra... (read more)In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments - Human Capital Management - Organizational Structure - Brand Marketing - Strategic Planning - Sales and Customer Care Training - Technology Selection - Deployment of Technology in Customer Contact Centers.
Our client engagements are directed at identifying projects that will have the highest return in terms of profit, productivity, customer and employee satisfaction.
In addition to delivering high customer satisfaction, Contact Center management teams are also requested to maintain or reduce operating budgets and get more production from their staffs. To this end contact centers must find ways to become more efficient and flexible then ever before.
Based on today’s business requirements and the vast growth in Customer Contact Centers there is demand for expert guidance to assist organizations with the many tactical issues of the day, strategic planning and to act as a resource on current and future projects.
If your organization has a need for Contact Center Consulting, Brand Marketing, Human Capital Assessment and Development, Application Development and Integration, Outsourced Services or Sales and Customer Service Training, SCC Services Group brings a unique brand of expertise to the table based on years of “real life” experience and is in position to fill this demand for start-up, growing or under performing operations.
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project. Taylor Reach has worked with contact cen... (read more)Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project. Taylor Reach has worked with contact center and customer service organizations as small as 4 agents and as large as 24,000. We have worked with leading brands, not for profits, governments and advised industry leaders in multiple verticals. Our services include; Customer Experience Assessments and Benchmarking Contact Center Strategic Assessments Contact Center Audits and Benchmarking Training Curriculum Design and Development Technology Selection and Acquisition Operational Model Development Omni-Channel, Multi-Channel Outsourcing/Offshore Suitability Assessments In-Sourcing Assessments Home Agent Assessment Process Improvement Knowledge Management Site Selection Organizational Design & Development Best Practices Whitepapers & Research Projects,
More than 15,000 call/contact center agent positions globally employ Taylor Reach designed contact centre operational models; we have the knowledge and experience to help your center management.
Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers. With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
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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