Hasil (
Bahasa Indonesia) 1:
[Salinan]Disalin!
Layanan pelanggan telah muncul sebagai salah satubeberapa differentiators sisa busi bahwa -nesses dapat mempertahankan dari waktu ke waktu. Perusahaanyang menang dalam lingkungan ini menyediakanLayanan Pelanggan "stand-out" dengan menggunakanpengetahuan untuk memberdayakan pusat kontakagen dan berkendara swalayan interaksi. Dalam memberikan solusi KM ke dunia-kelas contact Center dan layanan mandiri oper-ations selama lebih dari 15 tahun, kami memilikidikompilasi ratusan terbaik praktik yangmeningkatkan peluang keberhasilan dalam KM imple-mentations, sekaligus memaksimalkan ROI. TerdaftarBerikut adalah beberapa yang populer. 1. mengukur nilai.Menilai diharapkan dan menyadari ROIsebelum dan sesudah penyebaran membantu Andamembenarkan investasi awal sertapemeliharaan pengetahuan-Base (KB) sambil mengangkat visibilitas Andasebagai pencipta nilai untuk bisnis Anda. Praktek terbaik: Pastikan metrikAnda menggunakan diselaraskan dengan bisnis keadan -tives. Misalnya, jika bisnis utama AndaTujuannya adalah untuk meningkatkan upsell dan lintas-menjualmelalui pengetahuan-enabled kontekstualmenawarkan, pengurangan waktu menangani panggilan akanmenjadi sebuah metrik yang bertentangan. Karena Anda menilai ROI,perlu diingat bahwa KM memberikan positifROI di tempat-tempat seperti:u peningkatan dalam perbaikan pertama kali dan pendapatanmelalui upsell dan lintas-menjual; danu pengurangan di escalations, transfer, ulangipanggilan, panggilan menangani times, waktu pelatihan, un-dijamin produk kembali, bidang kunjungan danStaf upah premi.2. membangun tim yang tepat.Successful KM implementations startwith the right team for knowledge captureand creation. Best practice: Build a cross-functionalteam that can bring a 360-degree approachto knowledge creation. Best-practice teamstypically include:u Lead expert: individual who decides howthe KB will be organized, which topicswill be covered, what the roles of variouspeople in the team are and plans for main-tenancte;u Users: high-performance contact centeragents who provide suggestions;u Knowledge authors: individuals who aretrained to use authoring tools; andu Project manager: individual who keepsthe project on track. . Avoid the “swiss cheese” syndrome.Ambitious deployments almost alwaysesult in a KB that is solid in places, butull of holes, like a slice of Swiss cheese.This is a recipe for failure, because if usersan’t find the answers, or get inadequate orwrong answers, they will quickly stopsing the system. Best practice: Focus on depth and qual-ty rather than breadth. For instance, if annterprise sells printers, scanners andopiers, the best approach would be toover one product line thoroughly first. . Maintain velocity.A classic mistake in KM implementa-ions is not making midcourse adjustmentso keep the project on track.Best practice: If the deploymentppears to be falling behind schedule,arrow the scope of the KB and finish onchedule. In fact, it is better to widen thecope later to expand the benefits of theeployment. As a rough guide, a typicalnterprise deployment should not takemore than three months after the initiallanning, with three or four full-time peo-le engaged. Deployment includes soft-ware installation, knowledge gatheringnd testing both the quality of the KB andystem performance. . Balance “ivory tower knowledge” withstreet smarts.”Enterprises often make the mistake ofelying solely on internally focusedomain experts who rarely speak to cus-omers. It is sometimes difficult forxperts to get down to the level of ordinaryustomers who may not know technicalerms such as whether their mutual fund isno load,” “frontloaded” or “back-loaded.”Using jargon in questions posed by agentsor self-service systems is a guaranteedway to increase escalations and customerdefections. Best practice: Find KB contributorswho are both technically competent andnot too far removed from customer contact.Successful customer service depends asmuch on the questions posed to customersas the answers. 6. Provide flexible content access.People have different ways of findinginformation, or the same person may usedifferent methods to suit the situation. Aflexible approach to information accessdramatically improves user adoption andROI. For instance, novice agents, whetherthey are in-house or outsourced, may findit difficult to wade through hundreds ofsearch hits to find the right answer, butmay fare better if they are guided througha dialogue, powered by an inferenceengine. On the other hand, experiencedagents may prefer to quickly processsearch hits. Best practice: Provide users multipleways to access information—FAQ, browse,search and guided help. The key here is tomake sure that the KB remains the sameand there are no content silos. zeGain has helped world-class companies achieve andsustain customer service excellence for more than adecade. eGain Service™, the company’s top-rated cus-tomer service and knowledge management softwaresuite, enables organizations to build customer interac-tion hubs to provide best-in-class customer service and
Sedang diterjemahkan, harap tunggu..