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en:module_manual:knowledgebase:knowledgebase [2013/12/10 11:50] shangy [知识库] |
en:module_manual:knowledgebase:knowledgebase [2017/12/12 03:05] (current) |
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| ====== Knowledge base====== | ====== Knowledge base====== | ||
| - | ===== 知识库的作用 ===== | + | ===== The function of knowledge base ===== |
| - | 呼叫中心常遇到这样的问题: | + | |
| - | * “专家”的知识和经验只集中在个人层面，无法实现坐席间的共享 | + | |
| - | * 客户的问题千奇百怪，并且希望立即得到答复 | + | |
| - | * 产品更新快，流程多而繁，工作人员短时间难以掌握 | + | |
| - | * 坐席承受着巨大的工作和学习压力，满意度低 | + | |
| - | * 人员流动快，知识流失，得不到积累 | + | |
| - | + | ||
| - | 使用知识库可以为企业 | + | |
| - | * 为客户提供专业的服务，提高客户满意度 | + | |
| - | * 有效的管理坐席的工作经验，实现相互间的共享 避免流失 | + | |
| - | * 避免重复的工作，提高工作效率 | + | |
| + | The function of knowledge base is: | ||
| + | * agents can share their knowledge of products and experiences. | ||
| + | * save agents' time to learn, and avoid repeating work | ||
| + | * reduce the pressure of agents | ||
| + | * the turnover of this industry is fast, new agents can handle the knowledge easier. | ||
| + | * increase the satisfaction of the employer company. | ||
| ===== Add Knowledge Category And Knowledge ===== | ===== Add Knowledge Category And Knowledge ===== | ||
| On the leftmenu,[Knowledgebase] -> [Knowledgebase],open the page,like this: | On the leftmenu,[Knowledgebase] -> [Knowledgebase],open the page,like this: | ||
