October 2008

Today's Tip

Product Knowledge Reference Tool Keeps the Customer King

The challenge for keeping up with product knowledge in the contact center has always been there but it is exacerbated now by shortened product life cycles, agent turnover, and an increasingly competitive marketplace. This is happening worldwide and in all industries.

For most companies, the scope and changeability of product information has meant that memorization is an unwieldy strategy for knowledge transfer. Hard copy product binders and static online product cards have proven to be inadequate to the task of keeping information up to date and readily available when needed.

What keeps the customer king is the right kind of online product knowledge reference tool. Here are some key features for you to look for:

1. Search capabilities so that agents can "drill down" to meet customer needs from many different angles.
   
2. Easy ways to compare different product features and benefits.
   
3. Authoring capabilities so that product updating can be done once, when needed, and then instantly made accessible to all.
   
4. A "dashboard" that alerts agents to important organizational communications and product changes.
   
5. Usage reporting for organizational intelligence about what products and features are being accessed. This lets you know where additional agent training may be required.

Benefits you can expect with an effective tool -- besides increased customer satisfaction -- include:

• Decreased ramp up time for new agents
  
• Decreased costs for updating information
  
• Decreased turnover among staff - a kingly reward for your organization as well!

Learn more about improving contact center performance ...

Come See Omega

ICCM Canada Conference & Expo

When: October 8, 2008
Where: Toronto, Canada
Topic: Building Corporate Capability and Cutting Training Time through Product Knowledge Reference Tool
Speakers: Caroline Gray, Omega Performance Senior Vice President, Information Technology and Technology-Based Learning and Jeff Lachenauer, EQUI-VEST Training Manager for AXA Equitable

More information and to register

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