Boost your CX with More Accurate Support
A knowledge base facilitating fast access to information in the moment, directly within the agent interface, enables agents to deliver more accurate support.
Sitel® Knowledge Base can be combined with other products from across Sitel Group’s EXP+™ to deliver self-service support to customers via web, mobile and email to deliver consistent responses across live-agent and self-service touchpoints.
Support agents with easy-to-access information, ensuring consistent responses across teams and agents.
When extended into consumer-facing channels, ensure consistency across self-service and agent interactions.
Measure and score the popularity and effectiveness of your self-help content, driving customer satisfaction. Ensure your people have access to the information they need, when they need it and reduce repeat calls, minimising customer effort and driving satisfaction.
Assessing your Knowledge Management Solution
We can analyse your current knowledge management platform and provide a benchmark against other solutions. By segmenting and categorising your content, we identify outdated knowledge materials and highlight opportunities to consolidate overlapping information.
As part of our analysis, we define the guidelines for the redesign and optimisation of your content and ensure your knowledge base content is relevant, consistent and harmonised.