SEARCH AND FAST ACCESS TO KNOWLEDGE
The basic prerequisite for any knowledge base is fast and easy access to knowledge it contains. And this is what our OnePlace solution really can do. Right on the home page there are tiles with links to Popular topics, News, Instant messages or the most frequently visited topics. The user can get to the knowledge needed through the category tree or they can use the full-text search box. It is easy to find the answer to a question in clearly organised results.
EFFECTIVE IMPORT OF KNOWLEDGE
To enable the users search for knowledge, first someone has to insert it to the knowledge base. We try to fully meet the requirements of the users and we offer an easy editorial process, the possibility of bulk import and other actions such as moving, deleting or publication of more topics simultaneously. There is an HTML editor available, in appearance similar to MS Word to which most users are accustomed.
VALIDITY OF KNOWLEDGE
The fundamental pillar of OnePlace is the possibility to determine the responsibility for inserted knowledge. Every user in charge of a part of the knowledge base is responsible for the content quality and knowledge topicality by setting its validity. Then ordinary users only see the currently valid knowledge and only that they are authorized to. All the rest, including inaccessible categories or functionalities of the application, remains hidden for maintaining clarity. Hand in hand with the validity goes the high clarity of the user interface. If it is necessary to come back to the historical knowledge, the „reader historian“ user enables an ordinary user to access the knowledge the validity of which expired and in such a way, that it is clear at first sight which knowledge is no longer valid.
REPORTS
Reports provide information about most frequently searched terms, visit rate and evaluation of topics, detailed history of their processing and confirmation of read instructions.
CONSTANT IMPROVEMENTS
We regularly visit our customers to find out what could be done better. Our customers have designed an application that meets their most demanding needs. In regularly irregular cycles we issue new versions that always bring new functionality, optimizing or improvement of control, appearance and behaviour of OnePlace.
I am an operator and a customer asks me about something I do not remember.
Where should I find the information?
Is what I found correct and valid?
How was it in the previous version, what is new about this piece of information?
What is new today, what are we supposed to tell the customers?
Who should I let know that some information is missing or incorrect?
I do not want to read long documents, I need to find quickly only the essentials.
Call centre and back office employees face such questions and needs on a daily basis.
Therefore we have got to work and developed a solution OnePlace – a specialized knowledge base solution for call centres.
OnePlace provides answers to these questions and thus becomes an irreplaceable tool for an operator, as it offers necessary information quickly, clearly and with the guarantee of being up to date.
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Reference customers for OnePlace
Knowledge base Allipedie
Operators of Allianz contact centre use for processing customer requests the knowledge from OnePlace Knowledge base. Thanks to that they are able to process the requirements quickly and efficiently.
Customer satisfaction surveys
OpenOne implemented for Allianz insurance company customer satisfaction surveys via text messages. The project included setting of the survey and its complex implementation.
Retention process analysis
OpenOne consultancy team prepared the customer retention policy. It provided the company with detailed information for decision and setting of priorities together with timing of retention processes implementation.
Customer care analysis
Our consultants focused on outcomes in information sharing, processing of non-telephonic communication and providing of feedback to operators.
Complaint process revision
The aim was to find bottlenecks in the process, improve its efficiency and thus solvers and customers satisfaction. We proposed organizational changes, key KPIs and we set the benchmark of number of complaints that Allianz should record.
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OnePlace knowledge base
CEZ Distribuce, a.s., as one of the CEZ Group, uses the OnePlace Knowledge Base for the needs of its Customer Service Contact Center in the Czech Republic within the free of charge fault line. Contact Center representatives were looking for a solution that allows sharing different types of information in a clear form while offering a modern and intuitive user interface.
MND mines information in OnePlace
After a thorough and careful selection, MND decided on OnePlace knowledge base. Thus, up-to-date and relevant information is drawn on not only by the contact centre and the network of sale representatives, but also by other parts of the company. OnePlace standard version met all requirements for functionality, so the customization dealt with practically only a perfect adaptation of the application to MND corporate design. In the same way, the OneCoach knowledge test module has been established in MND, which, thanks to its functionalities, helps with memorization and subsequent verification of real knowledge.
Sales efficiency analysis
MND prefers also the highest sales success possible at inbound calls. We looked at the current state (MND uses external call centre of company Informační linky) and compared it with our experience and knowledge. And prepared specific recommendations for adjustments in all relevant areas influencing sales efficiency. Our work included e.g. interviews with submitter and implementer representatives, observations in operation and calls quality check, data inspection and performing mystery calls.
OnePlace knowledge base solution
Československá obchodní banka uses in its Client Centre OnePlace knowledge base solution for registering information by about 540 agents. Except for standard functionalities for searching, the complex work flow, news functionality and instant messages and instructions functionality is also used for inserting information.
To use the solution in the best way and to ensure the highest efficiency for the bank we provided the Client Centre also with expert consultancy. Its aim was to find a specific recommendation for improvement of the process of inserting information and simplification of all information in the knowledge base.
Consultancy with phone sales
OpenOne, represented by Tomáš Dočekal, performed within two weeks analysis of successfulness of Bankinsurance. The final outcome of the analysis contained recommendation divided into three key areas and listed according to priorities. ČSOB team obtained clear and quickly implementable recommendations what to focus on to achieve required increase in sales of this product.
Wallboards for contact centre management
OpenOne consultants performed a business assignment definition of operational wallboards optimization for individual CC departments. The aim was to modernise them and to increase their benefits in practical operator capacity management.
OnePlace knowledge base
NN Životní pojišťovna uses OnePlace knowledge base for its contact centres servicing customers from the Czech Republic and Slovakia. NN Životní pojišťovna uses OnePlace solution as a Service. The solution is placed in a modern data centre. Thanks to OnePlace solution NN Životní pojišťovna succeeded in unifying all materials, guidelines and procedures used daily by operators of contact centres and saving them at one place. Operator work was successfully streamlined and information provided to clients specified. Our work included also workshops and consultations for creating of inserted information structure, from setting the category tree to designing the content of a specific topic.
Complex analysis of Contact Centres
OpenOne consultancy team performed a complex analysis of contact centres in the Czech Republic and Slovakia.
Setting of motivation system and career growth
The aim of our cooperation was to create a system for remunerations for all levels and specializations of the contact centre. The motivation system was defined for service operators, retention operators, supervisors and team leaders. The cooperation included also a definition of a career growth of the contact centre employees.
OnePlace knowledge base solution
OnePlace is used in the Service Desk department of ČEZ ICT Services as Information Database to support the service of all users and employees of the multinational group ČEZ. The solution enables them to insert data and search information via categories and full text. There are also further functionalities saving time and training costs.
Operational optimization of Service Desk department
Our consultancy team also cooperated with ČEZ ICT Services to generally optimize the Service Desk department providing support to all employees of ČEZ group. The proposed system of monitoring the performance of individuals and rules for operational management caused higher efficiency of all the team. The consultancy service also included preparation of responsible staff for the new concept of managerial roles. Thanks to clear results the project was also positively assessed by the contracting entity.
Unified desktop OneSolution and OnePlace knowledge base
SAZKAmobil uses OneSolution for the support of processing inbound communication via phone, email and web. The agent has immediately available all information needed for processing of the customer requirement, e.g. prepaid credit amount balance, the number of sent text messages, the data utilization, an overview of activated services and complete history of calls, orders or topping-up credit and communication with the contact centre. An integral part of the solution represents detailed online result reporting.
In case the operator does not know, he has a OnePlace knowledge base where he quickly finds the right and valid information.
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OnePlace knowledge base
OpenOne implemented OnePlace knowledge base into the environment of Pražská plynárenská through the company ISE-Informační služby energetika, a.s. The solution serves to contact centre operators who can quickly and in a well-arranged way search information provided to customers.
Building of an in-house call centre
AEGON insurance company contact centre serves company clients and representatives of external business networks. Under the auspices of OpenOne the company succeeded in delivery of basic technologies - telephons for phone call routing, system for recording phone calls, queue for processing customer emails - and also delivery of unified application interface for operators. The solution is extended by the module of OnePlace knowledge base and is prepared to support inbound calls, outbound calls and inbound emails.
Reference text of Knowledge base
Strategy of internal Contact Centre
Our consultants led AEGON project team through the whole process of the preparation of the contact centre utilization strategy. A detailed structured capacity model originated, quantifying the need of number of staff for providing expected level of client service, independent organizational structure, process of recruiting specific roles and detailed financial cost model.