To support and implement the knowledge management process mentioned earlier, establish a knowledge management IT system is necessary. Each call center has different needs according to its size, operational activities, and knowledge levels. From this section we will begin to study and plan according to their own needs. 2.1 Construction Call Center The intranet of the Call Center should have the corresponding network infrastructure, which may be part of the company Intranet, or a fully independent system developed for the call center. Many information needs to be stored on the intranet of the call center, including: the latest product information and business change sales support information, including the current brochure, FAQ and price details, management information, a bug and problem call in the line IT system Central Change Plan, such as software upgrades or other changed expansion projects and other training materials and processes Help Desk resource operators should do their best, encouraging employees to use intranet as their preferred source of information. Of course, you must ensure that the information provided on intranet is comprehensive and accurate, strive to succeed, users will leave a second chance to give a built Intranet. 2.2 Some entries listed in the previous table of Knowledge Bases, such as policy and processes, sales support information, and Help Desk resources, require specific knowledge base support. The so-called knowledge base is online resource with the following characteristics (on intranet): The content is comprehensive and accurate and can update well in time, not only easy to use, but also useful to fully interconnect (through hyperlink mode) Search , Index, assist browsing, etc. Content management or other system for content creation and maintenance If only the file in the Word format is converted into HTML format, it is not necessary to establish a knowledge base. The knowledge base of the call center is to provide the first (or unique) source of information. Therefore, efforts should be made to take various methods to make this information and are used by employees. Although huge efforts are required, the return will be equally considerable. Knowledge Base can help call the center to reduce the average call processing time, increasing the consistency provided to customer information. In a project experienced by the author, calling business representatives show extraordinary enthusiasm for this information that will provide them. They are very clear about the information vacuum in the past and this situation on their daily work. In addition to these basic principles, the design, creation, and deployment of the knowledge base have a lot of content, but it has exceeded the scope of this article, and we will further explain in future articles. 2.3 Development of online solutions should be used to create a web technology-based solution as much as possible to create an integrated network knowledge management system. This allows the user to provide a single seamlessly unified interface that not only reduces employee training time and can improve the efficiency. These information services provided through the web are a "thin client technology", all employees only need a web browser. This server-based structure, the deployment of new software and future upgrade processes can be greatly simplified. 2.4 Effective Search and Browse the Call Center Service representatives are generally only one to two minutes to find information about the customer needs. Under this pressure, it is very important to provide him with fast and efficient findings. The first step in achieving this goal is to carefully design your search engine. There should be more time to spend some time in the design and configuration of the search engine, making the search faster, simpler, more efficient, not just simple, but also to quickly return a useful result set. Of course, the search engine cannot solve all the problems, but also need to provide the employee to provide structured and meaningful browsing and index tools, such as the right main menu entry, interoperability between related pages, etc. There is also a premise in these work, that is, there must be a comprehensive and accurate metadata, such as title, description, and keywords. A excellent knowledge base needs to improve the efficiency of search and browsing by integrating various measures mentioned earlier.
2.5 Analytical employee use online employees use your knowledge management system? In order to track the effects of the knowledge base, you can monitor the information accessed in the Knowledge Base in the following manner: Use Rate Statistics: Use Standard Web Statistics Software Tracking the most popular web page, and overall use of changes in the trend search engine statistics : Record search logs, summarizing the most common search and failure search This information is very important for measuring whether the knowledge management system is successful, especially they can tell us that the most valuable information is already in the knowledge base, which are missing. . At the same time, this information can also be extended, and the field of knowledge base can be extended, fill the gap between existing content and employee needs and supplement some key knowledge. 2.6 Employees Feedback to employees to prepare a simple feedback channel to facilitate them to reflect the problems in the knowledge management system. This should be a single point contact channel that can report omissions, error messages, and question questions. There is enough resources to track handling these feedback and give feedback appropriate reply. All knowledge base updates based on these feedback must be completed in time. Once employee recognizes that their feedback can respond promptly, they will be more active, becoming the entire organization update information and improve the most valuable helper of the knowledge base. 2.7 Development Some of the self-used knowledge management solutions can consider developing some small application software (Applets) to resolve some of the problems in the day-to-day operation of the call center. These applications can be integrated into an online system that provides a seamless interface. The advantage of these small applications is that they put the knowledge required by the call center in a small customized interface, not only positioning fast and easy to use. Common typical applications have database lookups, calculator, or estimates. For example, the call center of the postal system often looks for information about mailing prices, which previously need to find in a single-computed table in advance. Develop a small program, this process can be replaced by a very simple number of mailing price calculators that click on click. 2.8 Integrated CRM and Knowledge Management System Customer Relationship Management is about understanding your customers and their needs, it is closely combined with the operation of the knowledge management system: statistics from customers can help you confirm the knowledge base Information is the correct tracking customer problem is to determine the best way to determine FAQ (FAQ) In the CRM system, FAQ should be easy to access to ensure that the information in the fast feedback knowledge management system should be based on user groups in the CRM system. The upgrade process in reorganizing the CRM system should be combined with the process of knowledge management together with the use of the use of the use of the knowledge base to discover the hot information of the customer's attention, which is a very valuable source of information for the organization CRM activity. 2.9 Integrated Help Desk and Knowledge Management System Most Help Desk and second-line support teams have call recording systems that track the processing status of the reported issues. On this basis, you can develop a common problem and its solution library (some call recording software may already have such a function). This avoids a lot of knowledge only in the head of Help Desk employees, and it can also ensure the consistency of information provided to the frontline employee. This library is also an important source of information from the frontline employee, and can be organized to provide the first line of employees in the form of processing methods or processes. At the same time, such processing helps to reduce the simple problem call to Help Desk, reduce the working pressure of Help Desk employees, allowing them to concentrate more energy on some complex issues. 2.10 Integrated IVR and Knowledge Management System Many call centers are equipped with IVR (Auto Voice Answer) system, which can be transferred to a suitable queue or on a complex telephone transaction system.
