"Brings experts to the edge of the enterprise" for large multi-function, multi-channel call-centers; complex selling environments; technical support centers; supply chain relationships, and large, distributed enterprises
Expert Hubs expose internal subject matter experts to better leverage human and enterprise knowledge across employees, tech support, or call centers. They also allow community members to create searchable profiles that help other members view their expertise as they do and to have access to those resources that are applicable to their knowledge. Administrative workflow can also protect experts from being overwhelmed by requests for contact.
| Enterprise Need: |
Increase one-call issue resolution in the call center |
| Community Delivers |
Discoverablity of experts' skills, backgrounds and the resources they use to practice their expertise. |
| Enterprise Need: |
Reduce average call resolution time |
| Community Delivers |
Secure, multi-dimensional profiles of individuals, resources and groups that are searchable and self-maintaining. |
| Enterprise Need: |
Provide appropriate discoverability of experts |
| Community Delivers |
Management of organizational rules of access and workflow |
Other Community Benefits
- Provide the knowledge out of people’s heads or hidden in systems to the people who, where, and when they need it, without re-architecting or scrapping existing systems
- Reduce the costly scripting, training, and system integration requirements of CRM systems by reducing the need to model "ALL" interaction scenarios
- Broaden the ability of the customer contact teams to better support customer relationships in a more qualitative, personal, yet cost effective manner
Sample Community Functions
- Recommendation Engine with Learning Component to better predict choices
- Intelligent Expert Search Engine with Expert Profiles with blogging and document work-space
- Organizational Modeling with Division, Departmental, Group, Level Rule-sets
For more information, please
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