为什么客服呼叫中心需要知识管理?
They find they can: 他们发现他们能
1. Solve Cases and Incidents Faster更快的解决问题和事件
1-1. 50 - 60% improved time to resolution 降低了50-60%解决问题的时间
1-2. 30 - 50% increase in first contact resolution 首次呼叫解决率提升了30-50%
2. Optimize Use of Resources最大化资源的利用
2-1. 70% improved time to proficiency掌握知识的时间降低了70%
2-2. 20 - 35% improved employee retention降低了20-35%的员工流失
2-3. 20 - 40% improvement in employee satisfaction 20-40%员工满意度的提升
3. Enable eServices Strategy增强E化服务战略
3-1. Improve customer success and use of self-service 提高客户成功和自助服务应用
3-2. Up to 50% case deflection 差不多达到50%的案例偏向(不理解此处意思)
4. Build Organizational Learning建立组织学习
4-1. Provide actionable information to product development about customer issues依据客户问题,反馈可操作的信息到产品研发
4-2. 10% issue reduction due to root cause removal因为根本问题的解决,降低10%的问题产生