Empowering Your Agents and Customers in Real Time, Every Time
Alorica’s highly effective Knowledge Management solution creates a centralized library of context-sensitive and best answer-driven results for effortless access. Best practices derived from user behavior and searches, delivery across multiple digital channels with self-service options and easy document feedback keeps support optimized with every interaction
Having a centralized digital foundation to help customers and agents makes both dollars and sense.
And without one, you’re stuck with customer complaints, agents scrambling for the right answers, high agent turnover and lengthy agent training efforts, and process inefficiencies that hamper growth and harm your bottom line.
Improved Customer Support
Including lower handle times, higher first-contact resolution, and less customer churn.
Improved Agent Outcomes
With faster speed-to-proficiency, increased knowledge retention and lower agent turnover.
Less Overhead Costs
Decreased costs for new hire training and upskilling existing agents.
Increased Operational Efficiency
Less internal documentation and duplication and lowered content/article editorial efforts.All About Knowledge Management
Designing a customized, evergreen Knowledge Management solution requires a multi-pronged approach that puts your customers first and you in the driver’s seat
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Knowledge Audit
A detailed analysis of your current knowledge management ecosystem with targeted optimization recommendations.
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Knowledge Content Management
Ensuring knowledge systems are up to date by evaluating and removing outdated content and applying meta tags for effortless retrieval.
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Knowledge Federation
Blending management and technology to aggregate, index, and synthesize content from multiple knowledge systems into a single, searchable interface.
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Knowledge Optimization
Providing the database, search, management to ingest/index/source knowledge based on active listening at the point of need.
The Alorica Advantage
Meeting You Where You’re At
Alorica offers three different product tiers depending on your knowledge management stage: services only, automation and services and end-to-end services.
Marketplace Experts
We know the market, industry, and your business. We recognize your challenges and can implement a knowledge management solution that’s right for you.
Digital CX Solutionists
We process 2 billion customer interactions every single year, so we’ve learned from plenty of experience what knowledge management content will enable the best digital foundation.
Balance
We provide a powerful combination of people, process, and technology. Alorica’s full-service services are designed to deliver on your future digital transformation initiatives and business outcomes.
Alorica offers three different product tiers depending on your knowledge management stage: services only, automation and services and end-to-end services.
We know the market, industry, and your business. We recognize your challenges and can implement a knowledge management solution that’s right for you.
We process 2 billion customer interactions every single year, so we’ve learned from plenty of experience what knowledge management content will enable the best digital foundation.
We provide a powerful combination of people, process, and technology. Alorica’s full-service services are designed to deliver on your future digital transformation initiatives and business outcomes.
Results You Can Measure
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