Knowledge Management

RQTech specializes in providing Knowledge Management (KM) solutions for Internal Knowledge Management, Contact Centres, Service Desks, Shared Service Environments, and Web Self-Service. The Universal Knowledge (Universal) product provides employees and internal and external customer’s access to vital knowledge quickly and easily through a simple to use natural language interface. Organizations around the world use the KM product to deliver internal productivity gains whilst also enabling an enhanced customer service experience for both employees and customers. Meeting high levels of customer expectations both internally and externally is critical and improving efficiency whilst reducing costs is one of the biggest challenges currently facing customer service operations.

An effective Knowledge Management System will ensure that staff is empowered with the right information to provide consistent answers to internal and external customers. RQTech’s Knowledge Management Solution provides a single view of multiple knowledge sources including response templates for different channels. Whether the answer is held on a website, an intranet, or in a pdf document on a fileshare, It’s powerful context-based search will not only find the right document but will highlight the area of the document where the answer can be found.

The RQTech solution is a highly functional KM solution, which is being constantly updated to reflect the requirements of our varied customer base. The KM tool is used both standalone and integrated with customer’s existing systems, such as CRM, ITSM or internal intranets, or external websites/portals. A comprehensive set of APIs exists, which allow our customers to embed powerful knowledge base functionality into websites or applications such as CRM. This ensures a best of breed solution for all staff and customer touchpoints.

 

Knowledge Management Key Features:

Manage
Logically structure and manage searches for knowledge from one access point

Search
Natural language search and fragment technology allowing agents and self-service users to locate answers to their queries quickly.

Create
Knowledge can be referenced externally or created internally through a workflow process.

Alert
Push information to users when required with a full audit trail to identify who has read the information

Report
Understand knowledge base use, missing knowledge, and monitor user behavior

Collaboration
Collaborate with subject matter experts, contribute content, feedback, and request reworks.

 

Knowledge Management Benefits:

Increased staff productivity:
  • Fast access to relevant information

  • Capture of tacit knowledge

 

Content control:

  • Removing unmanaged silos of information

  • ‘One version of the truth’

  • Consistent and accurate information

 

Reduced staff churn:

  • Reduced training time for new starters.

  • Improved staff engagement.