Solution scheme information in a knowledge management system

Abstract

New features for contact center systems, including: using quizzes to test users' comprehension of informational messages; collecting experiences from top users who scored above a threshold by having those users submit information about why they did so well Implemented; dynamically ranks solutions to problems by periodically re-ranking solutions based on recency and frequency; integrates information that contact center representatives use when they are online with customers with information they use when they are not; Content items stored in telecom industry taxonomy; direct user feedback on content items to unique owner / manager of content; use solution taxonomy to communicate solution information; display dual information system with CRM application and context-appropriate reference material ; implementing the completion of a set of templates when creating a content item to publish; ensuring that the set of templates for a content item is complete prior to publishing; and searching within the contact center system portal using the collections bar of the search function. In a knowledge management system (such as may be used by a contact center user), a method for communicating solution information to the user may include retrieving solution data from a database. The database may be organized to have at least three sections: a first section that provides general information about the solution, a second section that describes solutions where general information is not available, and a section that states contact information for further assistance with the solution. three parts. The first section (which provides general solution information) can itself be divided into two subsections, a first section describing common solutions and a second section providing suggested scripts for the user. Ranking a list of solutions stored in the knowledge management system is accomplished in one embodiment by providing a set of solutions. Frequently requested solutions for the group and subgroups may be presented to one or more users. As users access solutions, their visits are tracked so that solutions can be ranked by frequency and / or recency. For example, the most frequently requested solutions may be displayed first, or the most recently requested solutions may be displayed first. Information is tracked periodically to generate new subgroup solutions to present to the user.

Description

Background technique [0001] Rapid advances in technology have created computerized tools that enable companies to better interact with their customers. Such tools are an integral part of customer relationship management ("CRM"), a management philosophy in which an overriding theme is the creation of equal value in relationships with customers. Due to the establishment of an equal relationship, the customer's attachment and loyalty to the company increase, the possibility of customers turning to competitors decreases, and the company's sales to this customer will inevitably increase. [0002] The Internet age has increased customer expectations for ease and speed of doing business. While US companies lose an average of 15%-20% of their customer base each year, high turnover industries - such as telecommunications and airlines - can have customer loss rates as high as 40% per year. Retaining customers relies in part on maintaining their loyalty and building equal relationships...

AI Technical Summary

Problems solved by technology

Previously, traditional call centers only handled phone calls from customers

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