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Knowledge Management

Better, more consistent, and effective CX, built on a rock-solid Knowledge foundation

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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.

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Improved Customer Support

Including lower handle times, higher first-contact resolution, and less customer churn.

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Improved Agent Outcomes

With faster speed-to-proficiency, increased knowledge retention and lower agent turnover.

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Less Overhead Costs

Decreased costs for new hire training and upskilling existing agents.

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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
  • Knowledge Audit

    A detailed analysis of your current knowledge management ecosystem with targeted optimization recommendations.  

  • 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    Ensuring knowledge systems are up to date by evaluating and removing outdated content and applying meta tags for effortless retrieval.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.

  • Knowledge Optimization

    Providing the database, search, management to ingest/index/source knowledge based on active listening at the point of need.

The Alorica Advantage

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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.

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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.  

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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.

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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

20%

Reduction in product returns for retailer by onboarding 60+ equipment manufacturer instructions into product knowledge system for end-to-end technical support 

23%

AHT improvement six months after agent assist launch 

14%

Improvement in first call resolution with Agent Assist deployment

15%

Handle time improvement using Agent Assist

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Ready to Get Started?
We’re ready to build a solid Knowledge Management foundation tailored for your goals…quickly, efficiently and effectively. 
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Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST). Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica, but all remain separate legal entities.