How it Works

ResponseTek:Agent Knowledge Base can be deployed to your Intranet and employee desktops, or integrated within existing browser-based call center tools.

• Administrators create, add, edit and manage information using easy-to-use content management tools
• Information can targeted for specific product and service lines, business units, regions or customer segments
• Content is easily searched by keyword, or browsed by category
• Reports and analytics show the most popular and effective content, most popular searches, and top questions, allowing you to continuously improve your knowledge base

The ResponseTek Advantage

• Agent Knowledge Base tools allows agents to ‘push’ FAQs directly to customers, ensuring consistency and efficient, high-touch service delivery
• Agents can easily suggest new content for the knowledge base, driving the relevance and timeliness of knowledge base content direct from the front-lines
• It’s quick and easy to deploy and manage, centralizing company knowledge at a fraction of the cost of  traditional resources
• It’s configurable, so information can be created, managed and shared according to the structure, processes and business rules of your organization

The Right Results

ResponseTek clients are using the Employee Knowledge Base to:

• Increase customer satisfaction by providing an easy to use, self-serve capability.
• Reduce the cost and effort spent by contact center staff responding individually to inbound information requests
• Help improve employee knowledge, performance and satisfaction by giving them relevant, up-to-date information
• Increase quality and consistency of service delivery

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