Implementation of Agent Desktop including knowledge management system

In April 2007, the S3C (Shared Customer Contact Centre) programme was started at a major financial services provider. The aim of the programme is to improve the customer focus. To this end, one centralized entrance for consumers is created so that the same, unambiguous and correct answer is given across all channels. Derived goals are more efficient working and the realization of higher quality (first contact resolution) and customer satisfaction.

Under the leadership of TOTE-M, a concept was designed that comprises a voice portal connected to an Agent Desktop with an integrated knowledge management system (KMS). The voice portal with voice recognition identifies the customer and the customer’s question and routes this information to the correct employee. Upon acceptance of the call, the Agent Desktop immediately shows the customer’s details and question, and the KMS displays the related search results. The employee selects the correct search result and, based on the solution in the KMS, is then directed to the correct screen for the follow-up action. All of this is clearly recorded in the contact history.

TOTE-M is helping the client with the implementation of this design. This includes the formulation of the functional design, the coordination of the design with the builders, the design of the knowledge organization, the creation and migration of knowledge in the KMS, and the supervision of the organizational implementation.
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