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 With HEAT Plus Knowledge, service agents can publish and retrieve
intellectual capital across the entire organization. Most of an
organization’s knowledge resides in the minds of its employees. To
remain responsive and increase productivity, service organizations need
to capture and maintain documented subject matter expertise. HEAT Plus
Knowledge facilitates collaboration among experts by making it easier
to share information through document searching, storage, indexing,
reporting and authoring capabilities. With a robust knowledge
repository, diagnosis and resolution steps for common service requests
and incidents are easily accessible.
Under
the weight of increasing call volumes, call escalations and shrinking
budgets, service and support organizations are charged with the task of
reducing call times, improving customer satisfaction and lowering cost
per response.
HEAT Plus Knowledge results in optimized service delivery:
- Leverage information assets across diverse business units
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- Consolidate content repositories and structured and unstructured data in one solution
- Organize real-time information directly from its source, without duplication
- Eliminate the repetition of research queries
- Reduce training time and decrease escalation rates
- Improve response rates and consistency of resolution
No more hard-to-reach content — store documents in their native format and search for nearly any document type—including ODBC-compliant databases.
Removing the barriers to collaboration
— An integrated and searchable knowledge repository helps agents find
the information they need, regardless of its location or structure.
Learn the value of knowledge —I ndustry figures show that knowledge management can reduce operating costs by up to 40%.
Increase compliance with corporate policy — Ensure
that support technicians have the information they need in order to
comply with current corporate policies, such as standards, procedures
and marketing materials, by providing a single point of access to
up-to-date information.
What's Next?
About Ticomix
Ticomix
is the one of the largest HEAT software partners in North America. We provide solutions
including sales, consulting, services, support, training, upgrades, and
more to companies of all sizes nationwide. Headquartered in Rockford, Ticomix also has a regional presence in Chicago, Illinois; Des Moines,
Iowa; Cleveland, Cincinnati, and Columbus, Ohio; Indianapolis, Indiana;
Milwaukee and Madison,
Wisconsin; San Antonio, Houston, and Dallas, Texas.
Call Ticomix today at 866.842.6649 or email us at
info@ticomix.com
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for all of your HEAT software needs.
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