為什么客服中心需要知識管理？

為什么客服呼叫中心需要知識管理？

They find they can: 他們發(fā)現(xiàn)他們能

1. Solve Cases and Incidents Faster更快的解決問題和事件

1-1. 50 - 60% improved time to resolution 降低了50-60%解決問題的時間

1-2. 30 - 50% increase in first contact resolution 首次呼叫解決率提升了30-50%

2. Optimize Use of Resources最大化資源的利用

2-1. 70% improved time to proficiency掌握知識的時間降低了70%

2-2. 20 - 35% improved employee retention降低了20-35%的員工流失

2-3. 20 - 40% improvement in employee satisfaction 20-40%員工滿意度的提升

3. Enable eServices Strategy增強E化服務(wù)戰(zhàn)略

3-1. Improve customer success and use of self-service 提高客戶成功和自助服務(wù)應(yīng)用

3-2. Up to 50% case deflection 差不多達到50%的案例偏向（不理解此處意思）

4. Build Organizational Learning建立組織學(xué)習(xí)

4-1. Provide actionable information to product development about customer issues依據(jù)客戶問題，反饋可操作的信息到產(chǎn)品研發(fā)

4-2. 10% issue reduction due to root cause removal因為根本問題的解決，降低10%的問題產(chǎn)生