Call center representatives are frequently burdened with responding to emails, filing forms, or intensely searching for the exact response to give to someone over the phone. Fortunately, these tasks can be completed quicker with Knowledge Management (KM) Software.
With KM software, call center reps can swiftly access a centralized knowledge database containing answers to common questions, solution scripts, policy information, product details, troubleshooting guides, and more. Moreover, it can help reps reduce or avoid the need to transfer calls and put customers on hold.
KM software can also facilitate learning and skill development among representatives, as they can share experiences, solutions, and best practices through the system. This reduces onboarding time for new employees and promotes consistent, high-quality service across the team.
So, what KMS is best for your call center?
Several categories of knowledge management software support different use cases and outcomes. Here are examples we’ll cover in this guide:
- Shorthand Automation Software
- Knowledge Base Software
- Decision Tree Systems
- Call Flow Software
- Wiki Platforms
Shorthand Automation Software
When working at an online or over-the-phone call center, you can run into circumstances when an employee does not know the correct phrases to respond to a customer. Shorthand automation software can enable these employees to respond with ease.
With a few keystrokes, whole paragraphs with direct instructions can be shown on an employee’s screen. This information can be useful for live chat and phone call centers alike, and provide increased cohesiveness throughout the center.
Our pick: TextExpander
TextExpander equips any user with countless features that can increase efficiency and productivity. In addition to adding readable and easily attainable scripts for call center representatives, TextExpander can also be used for creating forms that can be filled in by employees to monitor their calls once they are completed. These snippets can be expanded in any application. They can also be edited and self-tailored so that your instructions can have a personal touch and specific language.
All scripts or instructions can be organized by topic, team, project, and product. With this organization, call center representatives can easily use this text-based knowledge to dictate consistent and reliable information to each other and the customer.
Although this type of knowledge management software doesn’t necessarily have all the features of a more traditional system, it does support the same type of outcomes. Additionally, the price of TextExpander allows you to have automation for representatives at a fraction of the price.
- Platforms supported: Chrome, macOS, Windows, Android, and iOS
- Price: $3.33 monthly to $10.83 monthly
Knowledge Base Software
A more traditional form of organization would be produced by a knowledge base. Employees can use this type of software to create, store, and share knowledge and resources. Knowledge bases should have sections for resources concerning logistics and instructions, troubleshooting, and advice for customers.
However, because of how expansive and ever-changing a knowledge base can be, sometimes these apps are difficult to manage. This hindrance does not change the fact, though, that a knowledge base allows for easy locating and maneuvering of resources and information if the base is kept up to date.
Our pick: Confluence
Confluence not only centralizes information but also promotes collaboration and documentation of shared knowledge. Team members can create, share, and update documents in real-time, ensuring everyone has access to the most current and accurate information. This level of clear and timely edits is one of the key features of Confluence. Additionally, its strong search capability means customer queries can be handled more efficiently. The ability to search and navigate through sections easily can help representatives aid customers more easily. Furthermore, it offers robust analytics that can help identify knowledge gaps and areas for improvement.
- Platforms supported: Web, Windows, Android, and iOS
- Price: Free to $11 monthly
Helpjuice’s powerful search functionality ensures that your team can quickly find accurate solutions to a broad range of customer queries. The software is user-friendly and customizable, enabling you to tailor it to your specific needs. It is so user-friendly that there is no formal training period for a company’s employees when the system is first integrated. With Helpjuice, you can centralize your company’s knowledge, promote collaboration, and provide a self-service platform for your team. Although Helpjuice has these features, Confluence does a better job of allowing team members to communicate with each other in real time.
- Platforms supported: Web and Windows
- Price: $120 monthly for up to four users to $499 monthly for unlimited users
Decision Tree Systems
Decision tree software is one of the more simple options that you can have. Instead of a complex set of sectionalized articles that tell a call center representative about a caller’s needs, decision tree software shows the representative a flow chart to help them through a procedure.
These decision trees are commonly too basic for complex procedures, but if your company is looking for something that will show a representative only a handful of possibilities when someone calls, a decision tree might be for you.
Our pick: Lucidchart
Lucidchart’s ability to visually map out information and processes is invaluable. This feature allows your team to easily understand and navigate workflows, call scripts, and troubleshooting guides. The representative can lean on this visualization when a caller calls. This support system allows for the representative to get through calls quicker and with less supervision. Additionally, the diagrams are collaborative, meaning they can be updated in real-time to reflect changes, ensuring your team always has the most current information. Moreover, Lucidchart integrates seamlessly with numerous platforms, promoting information accessibility.
- Platforms supported: Windows and macOS
- Price: Free to $9 monthly
Canva also has a user-friendly UI that allows users to easily create and follow the flow charts that fellow employees create. Additionally, the free version of Canva comes with templates that can support all of your flowchart needs. The drag-and-drop functionality also aids in the ease of use. However, the integrations into certain office management apps and the many free templates that come with the free version of Lucidchart make Lucidchart the better option for call centers.
- Platforms supported: MacOS, Windows, Android, and iOS
- Price: Free to $12.49 monthly
Call Flow Software
Call flow software includes many of the same capabilities as decision tree software with one important addition: the capability to write exact scripts for call interactions. These scripts can be very detailed and helpful for agents when a difficult and complex customer-related issue comes across the phone or screen. However, these scripts need to be regularly maintained, and this upkeep can take valuable time away from representatives.
Our pick: Shelf
Shelf’s advanced AI-powered search feature ensures that your team can quickly find the right information, reducing call handling time and enhancing customer service. A manager or supervisor can create the responses that are for customer responses, and the AI searches for a group of responses that a representative can choose from to answer the customer’s question. It also offers a unique feature called “Gem,” which automatically suggests content related to what an agent is currently viewing, aiding in effective problem resolution. Shelf’s intuitive interface makes content organization easy, and its robust analytics can provide valuable insights into knowledge usage and gaps.
- Platforms supported: MacOS, Windows, Android, and iOS
- Price: $20 monthly to $30 monthly
Zingtree’s Chrome extension enables users to create and follow scripts and trees easily and consistently. Zingtree specializes more in visual tree construction, but the script creation is still very useful and usable. This app is best for employees and managers who prefer creating and using visual aids as a primary resource along with a supplementary script. Zingtree’s UI and customization options are both heavy positives as well. However, Shelf’s automation with AI responses in the standard price range makes it our pick.
- Platforms supported: Web and Chrome extension
- Price: $55 monthly per user
A wiki is a company-based version of Wikipedia. Everything that is needed for your company (scripts, resources, or protocols) is all on a designated company website that can be accessed when your employees need it. Everyone can contribute to the wiki, which enables high collaboration and authoring rates.
However, this high amount of collaboration also leads to disorganization and commonly inaccurate information. A wiki needs to be policed regularly to make sure new information that is being put up is correct and going to the right place.
Our pick: Notion
Notion, an all-in-one workspace, is excellent for creating a business wiki due to its rich features and benefits. It supports collaboration, content versatility, powerful databases, and permission controls. You can create a main wiki page, design a logical structure, and use Notion’s built-in templates for customization. Its database feature is ideal for data management and project tracking. Notion’s search and tagging capabilities ensure quick access to information, while its app integration enhances utility. Additionally, the software maintains a version history for tracking changes. Adopting Notion as your business wiki fosters a culture of knowledge sharing, serving as a centralized hub for collaboration and information accessibility.
- Platforms supported: Web
- Price: Free to $50+ monthly
Almanac features real-time collaboration and versioning capabilities, ensuring your team always has the most current and accurate information. Its innovative ‘Docs as Code’ approach allows for tracking changes, merging drafts, and even reversing updates if needed, providing unparalleled control over your knowledge base. Almanac’s goal is to limit how much an employee needs to scour Slack and emails for messages, and it accomplishes that goal by supporting integrations with Slack and Google Drive. Plus, the platform’s user-friendly interface and robust search functionality can help your agents find answers quickly, improving call handling efficiency and customer satisfaction. Almanac is a solid alternative to WordPress, but WordPress’s easier-to-use editing system and more expansive plug-ins make it a better option.
- Platforms supported: Web
- Price: $15 monthly per user to $100 monthly per handbook admin