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Oracle Modern Best Practice—Knowledge Management
- Overview
- Sensor Alert
- Customer Sentiment
- Contact to Resolution
- Social Listening
- Request to Dispatch
- Knowledge Management
Knowledge Gap to Solution
The mobile, social, analytic, and big data capabilities built into modern best practices have enabled organizations to transform the customer service experience. Now, customer service issues can be resolved even faster. Monitor and interact with your entire organization throughout the resolution process. Take advantage of the cloud to securely research and gather data, creating a consolidated knowledgebase that spans channels and departments. Use the following modern best practice as your roadmap to an optimal customer service experience.
Data-Driven Knowledge Management Processes
- Deliver a personalized customer service experience across multiple channels
- Collaborate via secure social network
- Support mobile transactions
- Empower agents with role-based dashboards
- Support multichannel searches
Mobile. Social. Analytics. Big Data.Analyze Knowledge Effectiveness
Empower agents with a dashboard review of customer interactions and proposed solutions. Identify emerging trends and behavior patterns.
Mobile. Analytics. Social. Big Data.Identify Knowledge Gap
Identify information needed to address top customer issues in first contact and find relevant information.
Mobile. Social.Deliver Knowledge to Agents
Create a consolidated knowledgebase. Add and update information for new solutions. Tailor solutions (videos, FAQs, etc.) for different communication channels.
Mobile. Analytics. Social. Big Data.Measure Performance
Constantly refine and improve your customer service experience based on KPIs to improve results.