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Call Center Knowledge Management and Portals ______________________________

For further information contact Practice Leader   Greg Reid

CRM systems are important…but what about all of the other information an agent needs while they're on and off the phone? Such as FAQ's, Procedures, How-To's, the Latest Product Information and Issues, Internal Communications, and so on. Our clients have found that even with a good CRM system that there is content that agents require outside of the CRM scope. The good news is that companies don't have to purchase expensive content systems to support their call center agents.

TPPGS has implemented inexpensive technologies, such as MOSS 2007, that meet the information and knowledge needs of the call center agent. Our approach can get your organization in production supporting your agents in less than 3-4 months…inexpensively. TPPGS uses the tried and true techniques of Knowledge Management coupled with the functionality your content management solution to bring your organization an agent call center information and knowledge base. In most cases, we have seen a reduction in average handle time, a reduction in repeat calls and an improvement in overall agent and customer satisfaction.

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