Novikombank simplified the work of contact center operators thanks to the knowledge base on Naumen KMS

2023: Naumen KMS-based knowledge base implementation

Novikombank"" (reference bank Rostec"") has implemented a contact center platform-based knowledge base. Naumen KMS The solution helps employees find what they need information to advise clients faster: the usability of the source of knowledge has grown almost 1.5 times. Naumen announced this on October 18, 2023.

The knowledge base implemented on the Naumen KMS platform has become a single place for collecting, storing and updating information about the bank's products, services and processes and is used for [remote maintenance]] customers. The solution replaced the folder store with documents in the public domain and allows you to quickly find the information you need thanks to built-in smart search, filters, ready-made responses to popular searches and other functionality. A personal feed is also implemented on the platform: it reflects all changes in materials, which helps employees quickly learn about innovations in content. The knowledge base is built into the operator's workplace created on the Naumen Contact Center platform.

The project made it possible to improve the experience of employees of the bank's contact center: after launching the knowledge base in 90% of cases, operators find the necessary information at the request of the client on the second attempt at most. The assessment of the perception of the intelligibility of information located in the knowledge base increased by 50%, the indicator of the convenience of searching for content - by 42%, and the priority of choosing the system as the main source of data - by 60%.

With the introduction of the knowledge base, we observe a steady positive trend in all key indicators of the effectiveness of the Novikombank contact center, and our employees enthusiastically adopted the new system, which very quickly became the reference structure of the contact center in working with a large amount of information. Flexible customization functions allow you to receive feedback from colleagues online, which optimizes the process of filling the knowledge base with new information without attracting additional resources, and also allows you to receive relevant output for a specific client request in a few seconds. The statistical results of the implementation and positive feedback from employees and customers about the quality of the consultations provided have already proven that we have made an absolutely correct choice at one time, - commented Ekaterina Kamenkova, head of the Novikombank contact center.

Implementing a knowledge management system and building knowledge management processes become an integral part of companies' CX strategies. This helps to ensure a uniform consistent client experience, reduce the efforts of operators to find information for consultations and minimize employee errors, as well as reduce the waiting time for a response for customers who have contacted the contact center with questions, - said Sergei Popov, Director of the Department of Contact Centers and Robotic Systems Naumen.