USU AG Product Literature Sample

Call centers are under growing pressure to continuously increase the quality and efficiency of their services. In practice, this means being able to answer inquiries as quickly, directly and completely as possible during the first contact (maximum first call resolution rate). To do so, relevant content such as the latest product information, work instructions, campaigns, special offers, common solutions and workarounds must be able to be found quickly so that they can be promptly reused as needed. Added to this are ever-increasing technical requirements caused by increasingly complex products and services. Professional process structures are facing the challenges of having to update existing knowledge, ensure its quality and make it readily available. Similarly, to the greatest extent possible, it’s also necessary to make expert knowledge accessible and usable by a non-experts. Lastly, the quality of services must remain consistent at all times, even at off-peak hours and when dealing with special topics.

Provision of Knowledge to Call Centers

The USU KnowledgeCenter product suite offers three core modules designed to make call center operations more efficient. In particular, KnowledgeCenter allows end users to get selfservice support on the Internet or an Intranet.