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News : Service SA and Service Tas Select Knosys Knowledge Management Solution

#contactcenterworld

Tasmania, Australia, Mar 7, 2022 -- Service South Australia and Service Tasmania have selected global SaaS company Knosys’ knowledge management solution to improve customer experience (CX) and contact centre agent efficiency. The state government agencies chose Knosys KnowledgeIQ following separate procurement processes.

The cloud-hosted solution will provide a single source of truth for agents and frontline personnel, said John Thompson, Knosys’ Managing Director. "The KnowledgeIQ solution assists with information lifecycle management and is designed with structured governance and compliance capabilities out-of-the-box," Thompson said.

"Agents and personnel will be able to use KnowledgeIQ to access answers faster and more easily, simplify complex processes and update user feedback without difficulty. The solution can also quiz users to test their comprehension," Thompson explained.

Service agencies such as Service SA and Service Tas typically act as a single, sometimes whole-of-government, points of contact for citizens – often conducting transactions previously delivered by different government agencies. This places unrealistic expectations on customer agents to remember and be experts in all of these transactions, particularly when the number of agencies and transactions expands. These agencies need their staff to answer any question and transact any type of business.

A knowledge management solution enables customers service agents to answer these questions rapidly and provides items that assist them during their transactional journey with the customer.

Its benefits can also go further. "Obviously the main focus [of the Service SA and Service Tas rollouts of KnowledgeIQ] initially will be ‘back office’ usage – by this I mean agents and frontline staff," Thompson said. "In the near future however, I predict, as we have seen with other customers, the knowledge management solution will be integrated with the agencies’ digital channels as the next evolution. KnowledgeIQ allows agencies to maintain content and information in a single location and effectively serves out customised information to the agencies’ website or use by its chatbot."

Gartner has estimated that 70 percent of customers are using a self-service knowledge system at some point in their journey. To support omni-channel communication, it has become necessary for government service centres to depend on cloud-hosted knowledge management solutions.

Knosys are proud to be partnering with Service SA and Service Tas. Our KnowledgeIQ solution is simplifying omni-channel knowledge management to improve the productivity of agents and drive better customer experiences. All software development, project delivery and support for this solution is proudly Australian and operated from Knosys’ Melbourne office.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itnews.com.au


Today's Tip of the Day - Ergonomics

Read today's tip or listen to it on podcast.

Published: Tuesday, March 8, 2022

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2024 Buyers Guide Employee Engagement Solutions

 
1.) 
ContactCenterWorld

TopPlace2Work.com
Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.

2.) 
Motivarnos

Motivarnos.com
Motivarnos helps your efforts in managing a constant recognition system that includes trivias, badges and competition elements that drives performance appraisal while agents have an encouraging environment.
 

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