Knowledge module for call agents

[Ashie1900]

Hi, I'm currently working on the above. Would anyone have any suggestions on the software to use (plus the pros and cons, if possible), opinions and ideas? Appreciate it. Thanks.

p.s. any ideas on the layout and format would be appreciated too.

[gkern]

We never found anything to fit our needs, which are pretty wide, and developed our own internally. If you would like to see it, I can show it to you on line. It is really pretty slick. There is not an external URL that I can give you, but if you give me a call I can set it up so that you can see it.

Greg Kern
CallTech
512-261-0409

[learner2002]

Hi, gkern.

I'm afraid I won't be able to call you. Any alternative you can suggest? THanks, anyway for your offer to help. - Ashie

[JoeB]

There are many products that can qualify as “knowledge module for call agents”. The variety of approaches, technologies, and “cool stuff” can be daunting. What makes it even more difficult is that often the differences (not to mention vendor’s hype) makes “apples to apples” comparison very difficult. Because each call center is different (different domain, skill levels, customers, and so forth) it is impossible to recommend one tool over the other. For each happy buyer of a knowledge management tool, you will find a disappointed one, because it is far from being one-size-fits-all (which is the preferred attitude of software vendors).

My recommendation to you is to define your functional requirements from the perspective of your agents and considering the knowledge lifecycle in your call center, and not from a technical/algorithmic perspective, and select a tool that can meet these. In some cases it is more important to select a good partner more than a “cool” tool. Detailing how to define these requirements will use up more space than is appropriate in this forum, but I’d be happy to discuss with you over the phone or via email.

Good luck,

Joe Barkai
DIAGNOSTIC STRATEGIES
http://www.DiagnosticStrategies.com/
Tel. 781-433-0833

[Ashie1900]

Hi, Joe. Thanks for your offer of help. I'd like to discuss with you further via e-mail. - Ashie.

[JoeB]

Ashie,

email me at jbarkai@DiagnosticStrategies.com

Joe