Knowledge management, the heart of customer contact!

Having structured knowledge at your fingertips is a must during customer contact. Having a smart knowledge management system also enables visitors to your website to find information and to be self-sufficient through innovative knowledge portals.
Using a knowledge base increases quality due to uniformity of the available knowledge, questions will be answered correctly on first contact (‘first time right’), and waiting times will be drastically reduced.
It is not only the customer perception that counts (customer experience), but also the perception of your employee (employee experience). After all, enabling your employees to quickly find the correct knowledge makes the job more enjoyable for them, especially when they notice that the customer is pleasantly surprised by the fast service. Customer experience and employee experience go hand in hand.
Given the pressure on the contact centre, especially in these COVID times, it helps when simple questions and processes can be handled automatically through a combination of bot technology and knowledge management, leaving the more intelligent cases to be dealt with by the agent. This gives the agent some relief, allowing them to put more energy in other cases if needed.
This way, you enable the agent to put more added value into their job, increasing the appreciation for the agent as well as the attractiveness of the job. Having the right knowledge available plays an important role, as the information is not only available for the website and automatic tools (bots), but also for the agent.
Multilingual platform
Our platform is multilingual and structured, making all knowledge available in a clear and uniform manner. You could say that it is the source of truth. Once it runs well and you manage it correctly, you will become a knowledge organisation. And that is quite different from searching for information in different files that are stored here and there.
The heart of customer contact
During customer contact, our cloud-based knowledge management platform is used by the agent, for your website (FAQs), as well as for bots / AI technology. It will certainly ease the pressure within the customer contact department.
We can therefore state that knowledge management is the heart of customer contact.
About DDM
At DDM Consulting, we understand that a 'one size fits all' approach is unthinkable when it comes to choosing a customer contact platform. After all, every organisation is unique! That's why we offer you a wide range of renowned contact centre solutions, and provide advice based on over 20 years of experience in customer contact.
Evolution, not revolution
Together with you, we’ll evaluate your current contact centre processes and your requirements for the new platform. We’ll advise and assist you in developing more efficient workflows, driven and supported by AI wherever possible. Based on your priorities, we’ll create a dynamic roadmap that makes the transition to a new, improved contact centre manageable.
Proactively embracing cutting-edge technology
This roadmap remains central to the project, even after the new platform is up and running. It evolves with changes within your organisation and developments in contact centre technology. Our experts assess every new release to determine its value to you as a customer. They take the initiative, ensuring you always have the relevant knowledge at your fingertips.
Creative solutions for better customer contact
And if you're looking for specific functionalities that aren't (yet) available on the chosen platform, there is plenty of scope for in-house development of add-ons tailored to your needs. Our team possesses the business and technical expertise to achieve the maximum potential, even if you've opted for an out-of-the-box solution.
DDM Consulting provides the proactive and creative approach to your CX evolution!