What is Knowledge Management?
MaxContact's knowledge management solution is widely trusted by contact centres across the globe.
It is designed with the contact centre agents and customers in mind, providing them with quick and easy access to accurate information without the hassle of navigating through lengthy and confusing documents.
The easy-to-use interface acts as a single source of truth that integrates into the existing contact centre toolkit. It delivers answers to the customer through any communication channel an organisation chooses to interact with its customers.
Types of Knowledge Management Systems
Knowledge Management Systems come in various forms, each designed to address different needs within an organisation. Here are the main types of Knowledge Management Systems commonly used in call centres:
Document Management Systems (DMS)
A Document Management System focuses on storing, organising, and sharing knowledge content. These systems make it easy for agents to access manuals, guidelines and training documents
Content Management Systems
A Content Management System goes a step further by organising and managing a wider variety of content, including blogs, articles, videos, and FAQs. A CMS is especially useful for customer-facing portals and knowledge bases, offering both internal agent access and self-service options for customers.
Expert Systems
Expert Systems use artificial intelligence to simulate human expertise. These systems can provide real-time solutions by guiding agents through complex decision-making processes. They are ideal for environments with high-level technical support or troubleshooting, where agents need to solve sophisticated problems.
Collaborative Knowledge Systems
A Collaborative Knowledge System is designed for teams to share insights, experiences, and solutions. These systems encourage collaboration between agents and experts, allowing them to post questions, solutions, and feedback. It’s ideal for improving team communication and collective problem-solving.
Case-Based Reasoning (CBR) Systems
Case-based reasoning systems rely on previous interactions to provide solutions to current problems. These systems store past cases or customer inquiries and help agents solve current issues by referencing similar historical examples. It’s perfect for customer service teams handling repetitive issues or requests.
Integrated Knowledge Management Systems
Integrated KMS combines features of all the above systems into one cohesive platform. These systems integrate with CRM software, call centre platforms, and other enterprise applications to centralise all customer and agent data. This integration ensures that agents have access to the most relevant knowledge, whether it’s for solving customer queries or internal problem-solving.
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What Our Clients Say
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Features of Our Knowledge Management Software
Centralised Knowledge Hub
Store all important company information in one accessible location.
Multichannel Support
Deliver knowledge across voice, chat, email, and self-service portals.
Real-Time Updates
Keep content fresh and accurate with automatic updates and version control.
Customisable Access Control
Set permissions so that authorised people have access to the appropriate information.
Analytics & Insights
Track knowledge usage and identify gaps to improve content continuously.