Tag: Knowledge Base

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Avec la Plateforme de Gestion de Connaissance SHA, formez vos équipes et obtenez vos Certificats de Formation!

Quelques minutes de formation quotidienne peuvent devenir des heures chaque mois!

Les équipes SHA sont à l’écoute permanente de leurs clients et lors de discussions avec les utilisateurs de notre plateforme de Gestion de Connaissance, ils ont exprimé leur satisfaction à propos de l’intégration de la fonctionnalité formation dans un KMS (Gestionnaire de Connaissance/ Knowledge Management System).

Et la discussion ne n’est pas arrêtée là : les Managers HR et Opérationnels nous ont dit que ce serait encore mieux si ils pouvaient obtenir facilement un rapport sur le temps passé, par chaque individu, sur ces formations!

Excellente suggestion effectivement ! C’est pourquoi nous l’avons mise en place pour que les chefs d’équipe, les gestionnaires de comptes, les directeurs opérationnels, les responsables des ressources humaines puissent avoir, en un clic, une vue sur le temps de formation et obtenir les certificats correspondants, chaque minute de formation est ainsi comptabilisée par individu, par équipe, par département…

Oh, et voici un fait qui va vous intéresser : dans certains pays (oui notamment en France mais pas seulement), les centres de formation certifiés doivent suivre l’indice de satisfaction des apprenants (LSAT). Mais devinez quoi ? Nous avons simplifié la gestion et la communication des évaluations LSAT grâce à notre module d’enquête sur la formation. Nous ne nous contentons pas de boucler la boucle en matière de qualité de la formation ; Nous y ajoutons un joli nœud fantaisie !

Et ceci tout en gardant ce qui fait la force de SHA : Facile à Créer, Simple à Utiliser et Evident à Analyser !

Pour plus d’informations, contactez nous!

https://sha-saas.com/contact-us/

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SHA announces new features for 2024: train your teams and get your training certificates

Few minutes each days can build hours of monthly training!

Hot off the press: SHA Knowledge Management has received some juicy feedback from their clients about integrating training in a KMS.

The clients were like, “Hey, it’s a great idea, but wouldn’t it be even cooler if Management could keep tabs on how much time each individual spends on those trainings?” We were like, “You know what? That’s a brilliant suggestion!”

So, we made it happen, and now Team Leaders, Account Managers, Operational Directors, and HR executives can have a blast checking out the Educational Time with just a click.

Oh, and here’s a little secret: in certain countries (looking at you, France, but not excluding others), certified training centers have to keep track of the Learner Satisfaction Index (LSAT) to get those sweet subsidies. But guess what? We’ve made managing and reporting LSAT assessments a piece of cake with our training survey module. We’re not just closing the loop on training quality; we’re tying it up with a fancy bow!

Creating, completing, compiling, and analyzing are all as easy as pie.

So, get ready to dive headfirst into the world of SHA surveys and our Training Quiz. It’s like a wild rollercoaster ride packed with mind-blowing insights, sky-high satisfaction, and a whole lot of laughs!

You’ll also stumble upon another code name for it: The Learner Satisfaction Index (LSI), which is like a secret decoder ring for measuring learner happiness and contentment. It’s used by educational institutions, training programs, and e-learning platforms to gauge how stoked learners are with their learning experiences. It’s like a satisfaction score that uncovers hidden treasures of improvement. So, buckle up and get ready for an adventure of a lifetime with SHA!

For more information and get in touch with us:

https://sha-saas.com/contact-us/

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SHA Knowledge Management boosts your CS superpowers by adding Coaching features

Level up your coaching sessions and unlock the superpowers of SHA’s integrated coaching features.

Image by gstudioimagen on Freepik

For those who, like us, believe that coaching is the secret sauce to fix Customer Service operations, SHA swoops in to save the day!

Say goodbye to:

    • Quality issues like an increase in repeated calls rate.
    • Customer experience issues like incorrect or incomplete solutions.
    • Productivity issues like call duration drifts.

    With SHA, you’ll become the superhero of knowledge management, creating improvement plans for KB users and saving the world from content chaos.

    Training and coaching are your trusty sidekicks, helping you close the loop and conquer any challenge. Let’s dive into a (not so) imaginary business case and unleash your coaching superpowers!

    Meet Peter Tek, the rookie contact center agent fresh out of onboarding training.

    Armed with a technical background, Peter has been assigned to the prestigious technical team.

    However, trouble lurks in the shadows as his quality coach has detected some chinks in his armor while listening to a few calls.

    The coach has also taken a peek at Peter’s SHA Knowledge Base usage and confirmed that Peter needs to pay more attention to administrative policies instead of relying solely on his technical prowess.

    Brace yourselves for the shocking revelations from Peter’s SHA KB usage reporting:

    • Stellar follow-up on tech training.
    • Lackluster usage of the KB for policy content.
    • And a disappointing performance in policy update training.
    Image by vectorjuice on Freepik

    But wait, there’s more!

    During the coach’s undercover mission of call monitoring, they stumbled upon a few calls that seemed to last longer than a Marvel movie.

    Why, you ask? Peter’s hesitation with administrative details left callers hanging, resulting in a second call for help.

    Fear not, for the coach has prepared a top-secret coaching session form integrated in SHA. This form will be shared with Peter, outlining the good, the bad, and the ugly, and setting the stage for improvement.

     And here’s the cherry on top: the coach can sprinkle some magic training articles into Peter’s curriculum using the “push” feature.

    Witness the wonders of SHA’s short training modules in a previous publication and get ready to save the day!

    Image by storyset on Freepik

    For more information and get in touch with us:

    https://sha-saas.com/contact-us/

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    Video Killed the Radio Stars but Have Chatbot Killed Knowledge Management Systems?

    As most of tools existing for quite a while, Knowledge Management Systems (KMS) were recently challenged by tools that looked more dynamic and more adapted to current tech trends: CHATBOT for example were expected to take over the support of clients having all kind of questions & queries.

    Image by kjpargeter on Freepik

    After a few years of hype, where do we stand?

    Facts:

    Let’s look at the bright side first:

    • Yes, CHABOT are up and running 7 days a week
    • Yes, CHABOT can address some easy to ask and easy to analyse queries. It is important to note that those queries have to be easy ones – means the customer have to ask those queries in a very simple manner, so the bot replying, will not get lost with too many words …

    BUT

    Facts again:

    Studies shown that users don’t like to get support from bots (and very probably it is because they could not get proper answers from them…) Recent studies (ie study from Statista.com) found that the huge majority of customers (rough average 80%) prefer human interaction to AI driven interfaces as chatbot.

    More studies forecast that bot assistants lacking integration with Knowledge Systems will NOT bring the expected CS and savings.

    Very few businesses require 24/7 replies on queries, and when there is a critical need (health, security, financial transactions for instance) most of the time it is low volume and high quality required so human interfaces have to be there.

    So KMS seems to be considered as the fundamental foundation which should not be neglected for both human and virtual Customer Support.

    Designed by rawpixel.com / Freepik

    Knowledge Management: a fundamental element that is here to stay?

    No surprise that some other studies shows that KM has a bright future to help and support human beings (but not only) to reply accurately and consistently to queries from other precious human beings: customers and prospects.

    Gartner found that 74% of Customer Support Professionals mentioned improving knowledge and content to their customers and employees as a priority.

    There is a spot for bots and probably in the forthcoming years, technology will evolve so the current rejection could reduce. But we also need to consider that robots need to be fed, and when they’ll be working better, they’ll need to use some fundamental pieces of knowledge, and they’ll find in your KMS.

    The days IA/Bots/ML will create their own knowledge (and mimic the current knowledge life cycle and workflow: identification of need, authoring, validating, monitoring, improving, and managing obsolescence…) are not there yet. And when it will happen, we’ll still have to ensure that 2 different lines of code would not generate 2 different solutions to similar queries just because some synonyms were used…

    Some advices from the Customer Support Experts at SHA:

    • Start today with a KMS solution that will enable you to create, maintain and monitor your enterprise knowledge for your contact center staff as well as for your digital virtual agents, today and tomorrow!
    • Video might have killed the video stars some years ago (same as streaming has killed some others) but LPs are still there and Chatbot did not killed KMS, just made their existence more critical and more visible…
    • If you need to set up a KMS from scratch or move your existing KMS to a much more agile and cost-efficient system, have a look at what SHA can provide you!
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    In less than 3 minutes evaluate your need for a (new) Knowledge Management System

    Knowledge Management System Return on Investment (aka KMS ROI) … trust me, with such a headline it can be difficult to attract someone’s interest, we all keen on reading easy stuff and learn new things and much less likely to read complex calculations that are not fitting our business specifics (and we ALL have our own specific business, don’t we?)

    So instead of writing a nice and long article on the hidden benefits of KMS or a very comprehensive suite of questions to estimate what could be the ROI (basically, when would your KMS bring tangible, monetized value to your business) we decided to play an easy game: just allocate points to each of the 10 features below

    0 point if you believe this item is irrelevant to your business

    1 point if you believe this item is of low importance to your business

    2 points if you trust this item is important to your business

    3 points if you strongly believe this item is totally critical to your business

    And to have a proper evaluation: provide DELTA in the second column to evaluate how far you think you are from where you’d like to be. (using the same logic with points: 0 is low, 3 is high)

    “your business” is not restricted to your bottom line, your sales number, but you’d agree that the your business’ ultimate value is made of a lot of others items such as: brand image, product innovation, customer experience, talent retention, financial health…

    Irrespective of how you performed this test, just contact us at SHA, we have extensive business experience on how KMS can support your business and operations and get a fairly good estimate on how quickly you can achieve a proper ROI using KMS (it can be a few weeks!)