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.
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.
At DDM Consulting we believe that our customers benefit most from tailor-made advice, without preference for a particular product or specific supplier. That is why we offer a wide range of intelligent omnichannel contact centre solutions, delivered by renowned partners who are all specialists in their field.
How we work
Together with the client, we evaluate the current contact centre processes as well as the requirements and preferences for the new platform. We apply our years of experience to find the best match, and provide advice on the potential optimisation and automation of business operations, for example through the use of AI.
We naturally guarantee a successful implementation of the new solution, and ensure that all back-end systems are seamlessly (re)connected. After the deployment, we are at the service of our customers to offer advice and aftercare.
But we go one step further: time and time again, we push the boundaries of the chosen platform, and adapt it to the customer's specific business processes and needs. Our team has the business and technical expertise to achieve the maximum potential, even when it comes to an out-of-the-box solution. This is our way of ensuring that every customer makes optimal use of the capabilities of the chosen platform!
Our clients come from a wide range of sectors, from major financial institutions such as banks and insurance companies, to telecom operators, healthcare institutions, government agencies, retail, and media.
We have grown into a team of about 30 contact centre experts, and are mainly active in Belgium, the Netherlands, Luxembourg, France, Germany, Austria and Switzerland. To be able to guarantee the highest quality, we continuously invest in the knowledge, training and experience of our employees.