livepro® is designed to combat contact centre information delivery problems. The primary features and associated benefits include:
Work Instructions – A work instruction is a step by step account on how to do a process or procedure in an easy to follow format. The work instructions guide the contact centre agent through accurate processes that are easy to follow. Work instructions often contain scripting so that each agent is delivering accurate, consistent and timely information to the customer.
Document Notes - A document note is a single piece of information stored in livepro®. The amount of content (text, diagrams and attachments) each note can contain is unrestricted. Information within document notes is easily located via the livepro® search engine.
Announcements - An announcement is a broadcast to a particular set of users. Announcements can be categorised for fast reference and can contain a short summary with expandable content. They keep all users up to date ensuring issues impacting the business are dealt with in real-time. Announcements can contain direct links to document notes and work instructions. All announcements are chronologically archived and easy to locate and retrieve.
Feedback – Contact centre agents have very constructive feedback, yet due to the constant pressure they are under, do not have an easy way of feeding those ideas back to the business, resulting in nothing happening at all! livepro® provides that opportunity, creating a 360 degree continual improvement loop. This is an example of where customer interaction drives the structure of knowledge delivered and gives the staff a voice to control what is delivered to them.
Reporting – The Reporting section of livepro® provides functions to analyse the usage of the system. The type of reports produced are: a daily login report, system access report, work instruction usage report, document note usage report, announcement report, feedback and quiz reports. This feature is great for both trend analysis and compliance.
Easy Navigation – With livepro®, you are only clicks away from identifying the information you need. The navigation menu on the left hand side of the screen provides a standard browsing method for users to navigate the system. Customer knowledge requirements determine the display categories, and each category is viewable only to those whose license privileges allow them access.
Search facility – livepro® has an effective search engine with instant and accurate access to information contained in work instructions, announcements and document notes.
