Government agencies are challenged to provide the highest levels of services to the constituents they serve with the limited budget provided them. Some cities and counties provide 311 services to respond directly to the requests and questions of citizens. Other agencies provide contact center services through published phone numbers or other contact means. Whether one person or a team of employees are responding, shared knowledge helps them be successful.
Shared knowledge enables government staff to successfully respond to the constituents they serve.
- Provide consistency of service independent of who answers the call
- Immediate access to answers and resolutions that improves first contact resolution
- Eliminate rework by multiple agents resolving repeat issues
- Access to standard operating procedures for common requests and tasks
- Just-in-time training for new staff to become quickly proficient in the roles
- Increased agent capacity as a result of faster responses
- Enable citizens to self-serve 7x24 and reduce support costs
- Identify and eliminate problems through trends in knowledge reuse
Improve the quality of your services, the morale of your team, and the satisfaction of your constituents and government leaders.
Creating shared knowledge is easier when using templates or forms to capture related information. KnowledgeDesk provides the forms and you provide the content. Then KnowledgeDesk makes your knowledge easy to find and use. Yet one of the most frequently asked question is “What knowledge should we capture?” The answer of everything can sound overwhelming. While it is true that you benefit from capturing all your knowledge, start with the questions and issues you receive. Then build on your shared knowledge to address other needs.