Under the weight of increasing call volumes, call escalations and shrinking budgets, service and support organizations are charged with the task of reducing call times, improving customer satisfaction and lowering cost per response. HEAT Plus Knowledge results in optimized service delivery:
- Leverage information assets across diverse business units
- Consolidate content repositories and structured and unstructured data in one solution
- Organize real-time information directly from its source, without duplication
- Eliminate the repetition of research queries
- Reduce training time and decrease escalation rates
- Improve response rates and consistency of resolution
No more hard-to-reach content — store documents in their native format and search for nearly any document type—including ODBC-compliant databases.
Removing the barriers to collaboration — An integrated and searchable knowledge repository helps agents find the information they need, regardless of its location or structure.
Learn the value of knowledge —Industry figures show that knowledge management can reduce operating costs by up to 40%.
Increase compliance with corporate policy — Ensure that support technicians have the information they need in order to comply with current corporate policies, such as standards, procedures and marketing materials, by providing a single point of access to up-to-date information.
Extend Heat Plus Knowledge with HEAT Self Service — Enhance employee and customer satisfaction by answering their issue or inquiry correctly the first time and allowing end users to search for information so they can efficiently help themselves.