ProcedureFlow makes your employees experts faster. By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience.
Contact centers are one of the many industries feeling the impacts of the coronavirus (COVID-19) and right now, it’s anything but business as usual. With short notice and a high sense of urgency, contact centers made major changes to how they operate, transitioning millions of agents to work remotely, adjusting their training program to onboard new employees from home and adapting to a massive increase in call volume.
In the absence of co-workers, mentors or managers nearby to guide employees, the need for simple and effective knowledge management has intensified. In fact, according to APQC, 90% of organizations are either working on, or plan to leverage their knowledge management team to help during the COVID-19 pandemic.
Below I share some of the major knowledge management needs and challenges across three industries, and what strategies they are using to adapt to their new environment and set their team up for success.
As an essential service, utility contact centers have stepped up to find new ways to support the millions of customers who now face financial uncertainty. This has driven the need for new billing and collections rules and increased staff training — all in a remote environment. Trainers are challenged with teaching new policies and training on highly complex processes without the luxury of a classroom or nesting area.
Despite these challenges, there are many utilities who have quickly adapted to their new circumstances and are successfully training and cross-training staff with a few adjustments to how they teach and manage information. Below are three of the most commonly used techniques:
Finances are top of mind during these turbulent times and organizations like banks, credit unions and insurance providers are experiencing a massive increase in call volumes from concerned customers who are struggling to make payments. Fortunately, financial institutions around the world have implemented new policies and increased flexibility to help those in need.
Throughout COVID-19, knowledge management has played an essential role in not only keeping employees informed on important changes to information, but ensuring consistent messaging is relayed to customers. The evolving needs have made these three knowledge management strategies essential to their success:
Citizens are relying on both federal and local governments for new information as circumstances change. Concerned citizens are contacting their local government or 311 center with questions ranging from what public facilities are open, to COVID-19 relief information, testing locations and much more. Considering that restrictions in certain areas can change on a daily basis, it’s mission critical that employees are giving accurate information to citizens.
Given the urgency, the pace of change and the high level of importance of these communications, governments and 311 centers have leaned heavily on knowledge management, especially to:
Employees are relying on knowledge management now more than ever for consistent information and guidance. Give them the support they need with these strategies and the right knowledge management solution. Learn seven different ways you can leverage knowledge management in a crisis as well as best practices you can start using right away by downloading ProcedureFlow’s new ebook.
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