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Empower contact center agents and share knowledge more efficiently with a blend of innovative technology, automated processes, and collaborative practices.
Give employees the rightknowledge at the right time
A powerful knowledge management system provides a single source of truth for the creation, curation and distribution of corporate and employee knowledge. Our knowledge bases are designed to capture all the information within your organization and make it easily available to your employees. Our knowledge management solutions help employees collaborate better, connect faster, and find highly-relevant information anytime, anywhere. Our automated knowledge systems break down silos and eliminate hierarchical roadblocks to spread information more efficiently with a blend of innovative technology, socially infused processes, and collaborative practices. This empowers employees by giving them easy access to the information they need to do their job well.
Effective knowledge management can improvecustomer experiences and contact center KPIs
See how → which helped agents switch seamlessly to work-from-home.Read Case Study
See how → Read Case Study
Experience the real power of effective knowledge management
Spread knowledge easier and faster
All knowledge is available on-demand across the entire organization.
More accurate, consistent information sharing
Everyone in an organization can access and contribute to a comprehensive internal knowledge base.
Find more answers in less time
Employees time when searching for answers to their questions and the number of interruptions and distractions decreases.
Onboard new employees quicker and more effectively
New employees can find answers to their onboarding questions faster.
Retain knowledge when employees leave
Capture knowledge from employees before they move on to another position or organization.
Empower your associates with the right answer at the right time
Significantly reduce call time, increase associate capacity, improve resolution rates, and deliver excellent customer service with our Associate Assist bot. It "listens" to customers and associates interact on a call, and based on what's asked, displays appropriate responses on screen – in the same moment a question is asked. Deliver exceptional customer experience (CX) by putting the right information in associates' hands to resolve issues effectively, efficiently, and consistently in real time – every time.
Implementing an effective knowledge management system
TTEC's knowledge management systems and solutions enable employees
to create content for and collaborate on knowledgebases.
TTEC's role-playing RealPlay™ Bot leverages the latest Artificial Intelligence and machine learning technology to simulate real-world customer scenarios so employees learn by completing the job and getting real-time feedback and coaching. RealPlay was also named "Disruptive Technology of Year" by Customer Contact Week as part of its 2020 CCW Excellence Awards.
Tips & Takeaways
Turn knowledgebases into optimized information hubs
Our 3-step guide will help you improve automated and human processes so associates can access the right knowledge quickly and efficiently. In this guide learn why prioritizing knowledge management is crucial to delivering excellent CX, how to use artificial intelligence to turn big data into actionable insights, and how to empower associates to work with artificial intelligence.