With more than 25 years of experience in the customer experience / business process outsourcing arena we were dealing with multiple situations where hew projects were launched, new products were added, new sites were deployed, new people were coming, etc, and always knowledge was a key part of the process. The way knowledge was managed was a fundamental piece of the projects success. And it was not always easy.
As a result, we took a tough decision: to develop the system we would have liked to have… That was the reason why Self Help Assistant product family was created, and we think we did a decent job. Using our solutions, companies are able to:
- Make your people happier by freeing their time from low value activities.
- Review and implement their knowledge management strategy
- Manage the content creation process and its life cycle, including the integration with any interaction channel
- Improve and accelerate training programs
- Implement cost reduction programs
- Boost user experience
At the end of the day, these processes are a vital part of the digital transformation of any organization.
Being more precise, and taking as an example the BPO industry, you should expect a positive impact on management KPIs, among others:
- Customer experience
- Interaction duration
- Internal employee satisfaction
- First contact resolution
- Training length
We hope we can share our journey with you.
The SHA team.