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Discover Knowledge Management

Knowledge management helps businesses with multiple contact channels and content repositories harmonize their internal knowledge and make it readily available to both staff and customers.

Supported by an intuitive omnichannel platform and knowledge lifecycle management, customer management processes can be automated and sales and service efficiency significantly increased.

When does your business need knowledge management?

Knowledge management goes far beyond shifting from sharepoint to a new tool. It addresses core difficulties faced by sales and service organizations and helps address them with disruptive new ways of managing information. Some of these will apply to your business:

Hard to find the right answer
Hard to find the right answer

Hard to find the right answer

According to a survey conducted by our solution partner eGain with the participation of 615 enterprise organisations the biggest issue facing frontline agents today is the ability to to find the correct answer for customer questions quickly and at the first time of searching. 26% of those companies believe that agents just do not know where to search for information, since most of these organizations have multiple sources of content.

No consistency across knowledge bases
No consistency across knowledge bases

No consistency across knowledge bases

In our experience the large majority of businesses utilize multiple legacy systems for storing information which must be used by frontline agents. The consistency and accuracy of the information stored in these systems varies greatly. In many cases the information at hand is often also out of date. In these situations the agent has no guidance of which source to “believe” and therefore consistency of answers across channels and individual agents cannot be warranted or guaranteed. Additionally, the lack of trust in the information available in these systems decreases their use and leads to agents turning to each other for clarification, thus slowing down customer service processes. 25% of experts ranked this issue as the most critical one.

Multiple windows and apps
Multiple windows and apps

Multiple windows and apps

20% of experts believe that the most difficult task frontline agents are facing is the need to repeatedly switch between multiple (in some cases in the double digits) applications and windows to manage an interaction with the customer.

Keeping up with new or changed information
Keeping up with new or changed information

Keeping up with new or changed information

14% of the respondents stated that the biggest issue is keeping up with changes in processes, policies, services and product details while also finding time to do actual work. Agents typically work under a lot of pressure to handle as many customer interactions as quickly as possible as average handling time is still a pervasive contact center kpi. This allows them little time to follow up on any changes and information. To make matters worse, news and alerts usually arrive in channels which agents do not monitor all the time, such as e-mail.

No experience, only expectations
No experience, only expectations

No experience, only expectations

Having ambitious sales targets right from day one can be a daunting proposition for rookie retail store and contact center agents. Up to 50% of all new starters leave because sales expectations are not supported by the right tools, leading to high attrition.

No appetite for memorizing large amounts of information
No appetite for memorizing large amounts of information

No appetite for memorizing large amounts of information

Millennial agents are living a digital life and are used to relying on a wide range of digital tools to help them solve problems. They are increasingly reluctant to memorize large bodies of knowledge and prefer to become proficient in the use of tools that can help them dynamically answer the problems customers are asking. They take personalization for granted and have high expectations of any tool they use for knowledge management and process guidance: a rookie needs guidance at every step while a pro wants the freedom to jump over steps he or she is confident in.

Varying skills and competencies
Varying skills and competencies

Varying skills and competencies

Industries selling complex products and services tend to organize customer service staff around carefully defined competences with a high level of specialization. Additionally, each agent has a unique skill set – some are better at selling, some at solving problems. Identifying and sharing best practices in order to boost overall performance is a major challenge.

Lack of transparency around contact reason
Lack of transparency around contact reason

Lack of transparency around contact reason

If contact reasons are determined solely based on outcome coding done by agents at the end of the interaction, accuracy tends to be in the 60 – 70% range. This makes meaningful and actionable root cause analysis difficult to accomplish. Retail environments tend to be even more challenging with very limited transparency of interactions that do not directly result in a sale or any other transaction captured by systems. Using dynamic process guidance can help give more granular insights into what is actually happening at your touchpoints.

Hard to find the right answer

According to a survey conducted by our solution partner eGain with the participation of 615 enterprise organisations the biggest issue facing frontline agents today is the ability to to find the correct answer for customer questions quickly and at the first time of searching. 26% of those companies believe that agents just do not know where to search for information, since most of these organizations have multiple sources of content.

No consistency across knowledge bases

In our experience the large majority of businesses utilize multiple legacy systems for storing information which must be used by frontline agents. The consistency and accuracy of the information stored in these systems varies greatly. In many cases the information at hand is often also out of date. In these situations the agent has no guidance of which source to “believe” and therefore consistency of answers across channels and individual agents cannot be warranted or guaranteed. Additionally, the lack of trust in the information available in these systems decreases their use and leads to agents turning to each other for clarification, thus slowing down customer service processes. 25% of experts ranked this issue as the most critical one.

Multiple windows and apps

20% of experts believe that the most difficult task frontline agents are facing is the need to repeatedly switch between multiple (in some cases in the double digits) applications and windows to manage an interaction with the customer.

Keeping up with new or changed information

14% of the respondents stated that the biggest issue is keeping up with changes in processes, policies, services and product details while also finding time to do actual work. Agents typically work under a lot of pressure to handle as many customer interactions as quickly as possible as average handling time is still a pervasive contact center kpi. This allows them little time to follow up on any changes and information. To make matters worse, news and alerts usually arrive in channels which agents do not monitor all the time, such as e-mail.

No experience, only expectations

Having ambitious sales targets right from day one can be a daunting proposition for rookie retail store and contact center agents. Up to 50% of all new starters leave because sales expectations are not supported by the right tools, leading to high attrition.

No appetite for memorizing large amounts of information

Millennial agents are living a digital life and are used to relying on a wide range of digital tools to help them solve problems. They are increasingly reluctant to memorize large bodies of knowledge and prefer to become proficient in the use of tools that can help them dynamically answer the problems customers are asking. They take personalization for granted and have high expectations of any tool they use for knowledge management and process guidance: a rookie needs guidance at every step while a pro wants the freedom to jump over steps he or she is confident in.

Varying skills and competencies

Industries selling complex products and services tend to organize customer service staff around carefully defined competences with a high level of specialization. Additionally, each agent has a unique skill set – some are better at selling, some at solving problems. Identifying and sharing best practices in order to boost overall performance is a major challenge.

Lack of transparency around contact reason

If contact reasons are determined solely based on outcome coding done by agents at the end of the interaction, accuracy tends to be in the 60 – 70% range. This makes meaningful and actionable root cause analysis difficult to accomplish. Retail environments tend to be even more challenging with very limited transparency of interactions that do not directly result in a sale or any other transaction captured by systems. Using dynamic process guidance can help give more granular insights into what is actually happening at your touchpoints.

What are the tangible benefits?

Knowledge management delivers impact by improving the agent experience as well as the customer experience.

One question - One answer - One system

One central knowledge system serving all channels with the same knowledge article database providing a single source of truth

Shorter time to competence

Dynamic process guidance enables new agents to get up to speed significantly faster than with traditional training methods and allows them to start handling complex topics with confidence. Time to competency is halved in many cases. Additionally, it fosters best practice sharing across all experience levels.

Higher agent satisfaction

Using an intuitive knowledge management interface helps agents, especially millennials, interact with customers more seamlessly, thus lowering turnover by boosting agent experience.

One agent - all competencies and skills

Making the full range of knowledge topics available to all agents solves the biggest issue of resource allocation. Additionally, the most effective sales techniques and even specific sentences being built into the guided help flows can significantly increase the efficiency of sales. Make every agent your best agent.

Changes, updates, alerts directly to the agent desktop

The agent advisor desktop highlights the relevant updates for all agents to help them stay up to date at all times

One question - One answer - One system

Shorter time to competence

Higher agent satisfaction

One agent - all competencies and skills

Changes, updates, alerts directly to the agent desktop

What capabilities are covered by a knowledge management system?

Knowledge management systems fundamentally allow you to manage static articles and dynamic processes across digital (e.g. FAQ) and traditional channels (e.g. contact centers).

One solution that has worked especially well for us in both telecommunications and banking is eGain’s customer engagement cloud, which is why we have partnered with eGain to be able to deliver a best-in-class knowledge management and artificial intelligence platform. Looking at the capabilities of the eGain customer engagement cloud provides a good understanding of the typical features offered by knowledge management solutions.

Virtual Assistant
Virtual Assistant

Virtual Assistant

eGain Virtual Assistant is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website or intranet, 24 hours a day, 7 days a week. It provides the frontline support and triage so your customer service staff can concentrate on more complex tasks.

  • Brand-aligned avatar-based chatbot
  • Natural language processing (NLP) capability
  • Seamless, context-full escalation to assisted channels
  • Can be always present on the website or be presented as a rules-based offer24×7 multilingual virtual assistance is available to online customers of a global wireless operator
  • 360° view of the customer enables virtual agents to offer personalized assistance

 

 

60%

reduction in training time for global bank's customer service advisors with ai guidance

100%

reduction in training time for global bank's customer service advisors with ai guidance

$1.5M

reduction in training time for global bank's customer service advisors with ai guidance

Knowledge management hub for agents
Knowledge management hub for agents

Knowledge management hub for agents

      • eGain Knowledge+AI™ guarantees high-quality customer service by infusing your customer service agents with knowledge, making them as productive and educated as your best agents. It ensures fast, consistent, and accurate answers by providing agents and other users a range of ways to get to information from the common knowledge base.
        • Keyword and intent-based search
        • Natural language search
        • Topic tree browsing
        • Guided help, powered by patented AI reasoning technology, Case-Based Reasoning (CBR)
        • Content federation: Federated search across website, contact center, enterprise, community and social content
        • All access methods behind single search box
        • Relevance-ranked presentation of search results
        • Keyword matching to metadata for concept or intent-based search, rather than plain keyword search
        • Best practice guided help for process-centric searches, optimized for contact center agents and customer experience
        • Ability to hop across search methods to find the answer (for instance, from topic-tree browsing to guided help)

60%

reduction in training time for global bank’s customer service advisors, with AI guidance

100%

improvement in telecom company’s contact center agent time to competency

$1.4 M

annual saving by a utility firm due to better knowledge access and diagnosis by agents

Knowledge management powered self service
Knowledge management powered self service

Knowledge management powered self service

 eGain SelfService+AI enables organizations to provide distinctive, productive, and brand-aligned self-service experiences that enable breakthrough improvements in customer self-service effectiveness and adoption, while allowing seamless, context-aware escalations to live customer service or sales agents.

        • Keyword and intent-based search
        • Natural language search with optional avatar interface
        • Topic tree browsing
        • Guided help, powered by patented Case-Based Reasoning (CBR)
        • Content federation from across web site, contact center, enterprise, community, and social content
        • All access methods behind a single search box
        • Relevance-ranked presentation of search results
        • Innovative online self-service experiences, including brand-aligned avatar interfaces and context-aware escalations to assisted service
        • Flexible templates that match the look and feel of self-service pages to the rest of the web site and the brand
        • Contextual widgets for the desktop, webtop, and mobile devices
        • Ability to hop across search methods to find the answer (for instance, from topic-tree browsing to artificial intelligence-enabled guided help)

60%

deflection of customer emails through successful self-service for a wholesale club operator

79%

customers of a telecom company find answers to their issues on the company website

88%

inquiries from students and staff of an exam board are resolved on the website

Omnichannel analytics
Omnichannel analytics

Omnichannel analytics

eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

eGain Analytics includes:

  • Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
  • Knowledge Analytics™ provides insight for eGain’s knowledge and A.I. applications.
  • Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
  • Journey Analytics™ captures customer behavior on the website—identify the churn points and create a customer experience that will drive up sales and reduce contacts.

All this capability is delivered in a solution that’s easy to deploy, manage, and optimize.

Built to work with the award-winning eGain Customer Engagement Hub™, as well as leading Call Center technologies such as Cisco UCCE and Avaya CMS, eGain Analytics provides true Omni-channel management.

Get in touch

For more details on the capabilities offered by eGain’s platform, visit www.egain.com.

Virtual Assistant

eGain Virtual Assistant is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website or intranet, 24 hours a day, 7 days a week. It provides the frontline support and triage so your customer service staff can concentrate on more complex tasks.

  • Brand-aligned avatar-based chatbot
  • Natural language processing (NLP) capability
  • Seamless, context-full escalation to assisted channels
  • Can be always present on the website or be presented as a rules-based offer24×7 multilingual virtual assistance is available to online customers of a global wireless operator
  • 360° view of the customer enables virtual agents to offer personalized assistance

 

 

60%

reduction in training time for global bank's customer service advisors with ai guidance

100%

reduction in training time for global bank's customer service advisors with ai guidance

$1.5M

reduction in training time for global bank's customer service advisors with ai guidance

Knowledge management hub for agents

      • eGain Knowledge+AI™ guarantees high-quality customer service by infusing your customer service agents with knowledge, making them as productive and educated as your best agents. It ensures fast, consistent, and accurate answers by providing agents and other users a range of ways to get to information from the common knowledge base.
        • Keyword and intent-based search
        • Natural language search
        • Topic tree browsing
        • Guided help, powered by patented AI reasoning technology, Case-Based Reasoning (CBR)
        • Content federation: Federated search across website, contact center, enterprise, community and social content
        • All access methods behind single search box
        • Relevance-ranked presentation of search results
        • Keyword matching to metadata for concept or intent-based search, rather than plain keyword search
        • Best practice guided help for process-centric searches, optimized for contact center agents and customer experience
        • Ability to hop across search methods to find the answer (for instance, from topic-tree browsing to guided help)

60%

reduction in training time for global bank’s customer service advisors, with AI guidance

100%

improvement in telecom company’s contact center agent time to competency

$1.4 M

annual saving by a utility firm due to better knowledge access and diagnosis by agents

Knowledge management powered self service

 eGain SelfService+AI enables organizations to provide distinctive, productive, and brand-aligned self-service experiences that enable breakthrough improvements in customer self-service effectiveness and adoption, while allowing seamless, context-aware escalations to live customer service or sales agents.

        • Keyword and intent-based search
        • Natural language search with optional avatar interface
        • Topic tree browsing
        • Guided help, powered by patented Case-Based Reasoning (CBR)
        • Content federation from across web site, contact center, enterprise, community, and social content
        • All access methods behind a single search box
        • Relevance-ranked presentation of search results
        • Innovative online self-service experiences, including brand-aligned avatar interfaces and context-aware escalations to assisted service
        • Flexible templates that match the look and feel of self-service pages to the rest of the web site and the brand
        • Contextual widgets for the desktop, webtop, and mobile devices
        • Ability to hop across search methods to find the answer (for instance, from topic-tree browsing to artificial intelligence-enabled guided help)

60%

deflection of customer emails through successful self-service for a wholesale club operator

79%

customers of a telecom company find answers to their issues on the company website

88%

inquiries from students and staff of an exam board are resolved on the website

Omnichannel analytics

eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

eGain Analytics includes:

  • Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
  • Knowledge Analytics™ provides insight for eGain’s knowledge and A.I. applications.
  • Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
  • Journey Analytics™ captures customer behavior on the website—identify the churn points and create a customer experience that will drive up sales and reduce contacts.

How can Pattern help you make the transition?

Taking your business’ knowledge management to the next level is a complex cross-company effort, but the benefits position you well to better serve your customers going forward. Our knowledge management professional services modules are designed to support you along the entire transformation journey from planning to implementation.

1

1
Knowledge architecture assessment and target picture planning

approx. 4-6 weeks

We assess the maturity of your current knowledge management processes and benchmark against best practices before drawing up scenarios for maximizing the impact delivered by knowledge.


1

This module typically includes the following steps:

  1. Benchmarking
  2. AS-IS mapping of existing knowledge repositories and knowledge management processes (stakeholder interviews, data analysis, system usability assessment)
  3. TO-BE plan development (workshop-driven target picture development)
  4. Impact modeling (impact case creation)
  5. Roadmap development and RACI assignment
  6. Decision support material preparation for next steps sign off rounds
2

2
Knowledge management pilot (frontline proof of concept)

approx. 10-14 weeks (including 6 weeks pilot duration)

Using dynamic guided processes and transitioning to tool-supported customer engagement management requires a cultural shift within your sales and service organization. Seeing the unique needs of your business and the impact the shift can have on your operation is best demonstrated through a live pilot. The effort invested into this will be rewarded with the knowledge that any decision you make on long term deployment is based on learnings gleaned from your own business.


2

We usually run knowledge management pilots along the following steps:

  1. Scoping / target setting
  2. Team setup
  3. Project management
  4. Get management buy-in
  5. Baselining for pilot kpis
  6. Knowledge structure development and authoring support
  7. End user training
  8. Roll out plan development
  9. Internal go to market / Usage boost planning
  10. Pilot evaluation
3

3
Knowledge management system implementation

approx. 8 weeks - 18 months

Knowledge management system rollouts are done in sprints and can thus start generating ROI after 8-12 weeks on select user groups and topics. The time it takes to migrate all relevant processes to the new way of working strongly depends on the size and complexity of the business. However, it always needs to be followed up with robust knowledge lifecycle management to make sure keeping knowledge up to date is ingrained in your organization.


3

Our implementation module covers the following tasks:

  1. Organization structure planning support
  2. Governance model development including knowledge lifecycle management process design
  3. Information architecture and knowledge structure co-creation with client teams
  4. Mapping of existing content to newly defined structure, gap analysis
  5. Retail and contact center process mapping workshops, sales best practice mapping
  6. Knowledge article authoring
  7. Project management
  8. End user training
  9. Roll out plan development
  10. Usage boost

How can we help you?

Select which service you would like to learn more about and we will be in touch.

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