Congratulations to our Knowledge Management Team, led by Samantha Duffy, who has taken home the Livepro Best Knowledge Management Results Award at the recent Livepro CX Knowledge Management Forum.
Our Knowledge Management Team has the challenge of resourcing the build and maintenance of 8 separate knowledge management systems. They have worked tirelessly to implement an easy-to-use single source of truth with quality content using an effective governance system and a dedicated team of cross-skilled technical writers. Since rolling out our new Knowledge Management System (KMS) our team have achieved some incredible results:
- 21% improvement in AHT across all group types
- 58% reduction in time to locate knowledge for new starters
- Utilisation rates of 95% and above across all channels utilising the KMS
- 32.5% reduction in the time to locate knowledge for established team members
- 92% survey score for users who felt confident or very confident with the KMS
- 98% survey score for team members who thought a KMS made their job easier
TSA are Australia’s market leading specialists in CX Consultancy and Contact Centre Services. We are passionate about revolutionising the way brands connect with Australians. How? By combining our local expertise with the most sophisticated customer experience technology on earth, and delivering with an expert team of customer service consultants who know exactly how to help brands care for their customers.