Fast, Accurate Issue Resolution

Customers and employees want answers to questions fast, but often find irrelevant documents that deliver inaccurate and inconsistent information. This experience frustrates users, reduces user adoption, and lowers product usage. Neocase Knowledge Base allows a company to deploy a tiered information architecture that enables customers, employees, and agents to access information through the Self Service portal or agent desktop. Information that is stored, shared, and updated by different experts allows users to quickly and accurately get the right information to speed issue resolution.

Handle More Calls and Emails with Fewer Agents

Fewer resources are available to answer phone calls, emails, web, mail, and fax inquiries. It is increasingly important to deliver quick and accurate responses to customer or employee inquiries to increase agent productivity. Reducing case escalation or transfers to experts lowers costs and allows experts to focus on creating strategic value. Business leaders face constant challenges, such as:

	Increase in call and email volumes
	Low first call resolution rates
	Decrease case escalation or transfer rates
	Lengthy case resolution times
	Low case closures
	Unmet service level goals
	High cost to train agents
	Rise in customer dissatisfaction
	Inaccurate article relevance
	Reduce costs of user training
	Time consuming explanations

Solution: Deliver the Right Answer at the Right Time

Neocase Knowledge Base is an integrated, quick, and easy-to-use solution that allows customers, employees, and agents to be more productive. The Neocase Knowledge Base uses a Recommendation Engine that looks at a combination of keywords/phrases and case elements to deliver extremely accurate articles or documents that improves user adoption and usage while reducing repetitive questions. Additional solution benefits are:

	Knowledge Base integrated within Self Service helps users accurately find answers themselves to reduce call and email volumes, increase user satisfaction, and eliminate repetitive inquiries
	Knowledge Base integrated within the Neocase agent console allows users to provide faster and accurate answers to questions over the phone or through email which increases first call or email resolution while reducing the number of case escalations or transfers to other agents
	Agent desktop Auto-Learning capability looks at an agent’s usage patterns to deliver more accurate and consistent articles or documents to reduce case resolution time
	Knowledge Base Recommendation Engine proactively suggests useful answers prior to submitting cases or help desk inquiries
	Powerful Business Intelligence reports can display document usage patterns and track gaps in the information repository while showing administrators where to optimize articles to proactively reduce case submissions
	Provide self-help tutorials, self-learning materials, audio-visual guides to let users learn about product, services, and policies at their convenience with links to outside sources
	Storage and sharing of expert articles facilitate a faster learning curve by allowing agents to quickly get up to speed on a variety of information

Features of Neocase Knowledge Base

Neocase Knowledge Base provides the following features:

	Neocase Knowledge Base with Recommendation Engine
	Auto-learning capability
	Seamless integration with Self Service portal and Agent Desktop
	Business Intelligence reporting
	Article feedback mechanism
	Article relevancy ratings
	Built-in article workflow process
	Click and go article insertion into case form
	Integrated information repositories
	Basic or create advance search capabilities
	Security access rights
	Knowledge Base Dashboard information
	Article Navigation Tree
	Support tutorials, audio-visual (av), and audio files

Tiered Information Architecture

Based on the Lines of Defense whitepaper, information can be filtered, organized, and delivered to both self service and specific agents differently depending on how the organization is structured. Example: The first line of defense uses Self Service and Knowledge Base with Recommendation Engine to allow customers, employees, and partners to find answers to questions. The second line of defense refers to agent generalists accessing Knowledge Base and Auto Learning to answer phone calls, emails, web, mail, and fax inquiries. The third line of defense automatically or manually transfers cases or help desk tickets to HR experts for resolution.

To learn more about this solution, download the Neocase Knowledge Base datasheet or any of our other documents in the Resource Section.