"Best Practices" Database

[markrobinson66]

Greetings from Canada.....

I currently run a Technical Support/Customer Service type call center in Toronto, Canada. One of the areas I have been mandated with this year is to create a "Best Practices" database for our staff to use.

This database, via a keyword search, would assist my agents in not opening duplicate trouble tickets for our customers. When a technical issue arises, the agent would type in a keyword, and if this issue has been raised in the past, the search results would indicate so. If not, the agent would issue the ticket as normal.

I am wondering if anyone out there has a similar database that they have either created internally or used that they could recommend that won't cost me thousands of dollars.

I appreciate any and all responses.

Regards,

[HRdude]

Mark-

Are you looking for a cost-effective database application that you could populate with your information or a database with trouble ticket type of content already entered?

[markrobinson66]

HRdude - thanks so much for the response. We currently have a troubleticket system in place that was created internally many years ago. We are most likely looking at retiring this system eventually, but probably not within the next 18 - 24 months.

With that in mind, ultimately I am looking for a database that my department can use to document at a high level, the fixes which when searched via a key word search will provide results to avoid unncessary duplication. The two systems need not communicate with each other.

What are your thoughts...

Mark

[TSManager]

Mark,

Try http://www.quickbase.com

[Analyst]

Hi Mark,

I used to work in a centre which used RoboHelp to create an online help system. We were able to update the database daily with new information and it was searchable by keyword. May be worth checking out for your centre.

[saar]

Hi Mark,
I think we have product that provides the cure to your problem.
It handles constantly changed diagnosis scenarios and the need it is targeting is reducing CSRs "time to solution".
If you are interested we will be pleased to send you brochure ,references and demo.
Regards,
D.Sa'ar
saar@cogniview.com

[tkeenan]

Try http://www.advantagecall.com/0202/resolve.asp it's a helpdesk tracking software, that has a little bit of everything, from knowlegebases, to chat, email, and reporting.