It’s a tough world out there, and today, more than ever, your frontline staff are required to know more and more products and services than ever before.
Your customers expect that the person that they communicate with in your organisation will be an expert on all areas of your product or services. Today’s customer demands that their issue will be dealt with quickly and efficiently, the first time they contact you. By working with you in developing a knowledge management strategy, livepro® can help you ensure your agents deliver on your customer expectation, every time.
Our experience implementing knowledge management solutions within the customer contact industry is comprehensive, and the resounding success experienced by our customers attests to this. The livepro® team, in conjunction with our customers, has developed a proven framework for measuring the Return On Investment (ROI) available through livepro® implementations.
In November 2008, the livepro® Return On Investment framework was utilised by students of the Master of Business and Technology Program (MBT) at the University of NSW, to conduct research into the time delays caused by knowledge gaps within the contact centre of the Australian Government Workplace Authority. The Workplace Authority operates contact centres in all capital cities across Australia, offering employees and employers free advice and information on pay and conditions, and workplace agreements, under the federal workplace relations system.
To read more about this research download the white paper below or to discuss how livepro® can assist you, please fill out the form at the bottom of this screen.
