Directory:Knowledge Management

Make every agent your best agent

Agents no longer need to spend time searching for the best answer because KANA's knowledge-infused process delivers the right ones straight to them. Every agent is advantaged. And every customer benefits.

Balance your business goals with customer needs.

Intelligence at your agents' fingertips

You've calculated the cost of agent assistance down to the minute. Now wouldn't you rather have those agent minutes focused on the customer than spent on search? That's what SEM Knowledge Management enables. Knowledge management puts intelligence at your agents' fingertips for fast, accurate and consistent response. Rather than search the knowledge base, agents are assisted by it. You'll find that agents don't need extensive and costly training to deliver high-quality results. Contextual smarts

Every inquiry is evaluated in terms of a multitude of contextual specifics—customer value, type of inquiry, previous purchases and more—infusing the process with knowledge. Unlike narrow keyword searches, context-driven search provides many paths to knowledge, including clarifying questions and guided assistance to increase proficiency. With the contextual smarts of Knowledge Management, agent intelligence goes up and resolution time goes down.

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