Knowledge Management (KM)

Sharing knowledge, solutions & workarounds with your team

What is Accordia’s Knowledge Base (KB) ?

The Accordia Knowledge Base (KB) provides a simple and effective way for your call center to search for support and product information in order to assist your callers efficiently. Most organizations aim to share accurate and precise information among their customers and their employees so that the experiences of both of its callers and agents are enhanced, by giving them access to important information related to their enquiries.

Unlimited categories and unlimited category depth

A browser base

Comments – Ability to add comments to articles

Attachments – Ability to allow uploading of attachments to an article

Statistics – Ability for your administrator to view statistics from the most-viewed articles and search terms

How Knowledge Management Transforms EX and CX

Knowledge management is an essential strategy in modern organizations, particularly in the contact center business.
By effectively capturing, organizing, and sharing knowledge, businesses can significantly enhance both employee experience (EX) and customer experience (CX).

Employee Experience (EX):

Empowering Employees: Enhancing EX

Knowledge management gives new employees instant access to essential info, cutting training time and ensuring consistency. New customer service reps use guides for common queries, reducing their learning curve and boosting confidence without relying on supervisors.

Efficient Internal Communication

A robust KMS centralizes communications, keeping employees updated and reducing chat and email noise. Employees can easily find and share information,
reducing repetitive inquiries. New policy details are added to the KMS for easy access and reference.

Improved Decision Making

With access to a comprehensive knowledge base, employees can make informed decisions quickly. A technical support agent can follow standardized
troubleshooting steps from the knowledge base, ensuring a consistent and effective approach to problem-solving.

Customer Experience (CX):

Faster and More Accurate Responses

KMS allows customer service reps to quickly access information, leading to faster resolution times and improved customer satisfaction. Customer service agents
can find relevant troubleshooting guides in minutes, providing swift solutions.

Enhanced Self-Service Options

A well-organized KMS lets customers find answers through self-service portals, reducing the need to contact support and improving their experience. Customers
can use a comprehensive FAQ section to troubleshoot common issues independently.

Consistent and High-Quality Service

A centralized knowledge base ensures consistent, accurate information from all reps, enhancing reliability and professionalism. Customers receive the same quality of advice from different representatives, building trust in the support system.

The Interconnected Value: EX = CX

Strong employee experience boosts customer experience. A robust knowledge management
system connects the two, fostering efficiency and success. Investing in knowledge
management empowers employees, leading to superior customer service and organizational
excellence.

Benefits of Accordia’s Knowledge Management

24/7 Support

Accordia Knowledge Base provides the ability for round the clock online support without being overly dependent on second level support.

Quick turnaround, increased customer satisfaction

It helps to reduce response time in customer support and quickly provide answers to the frequently asked questions (FAQs) by your customers with the most time-saving facilities, thus improving First Call Resolution in your customer service handling.

Better productivity and consistency

KM helps improve decision making and enables agents to work at greater levels of expertise and consistency. It is extremely useful especially when expertise is not available, or for future referencing; increasing work performances.

A McKinsey Global Institute Report indicates that a robust knowledge management system
can reduce information search time by as much as 35 percent and raise organization-wide
productivity by 20 to 25 percent.