2015 5 trends in the development of China's call center Knowledge Base

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Liu Lois inflection point (Lewis Turning points) refers to a country's labor surplus to a shortage of the transition, as early as 2006, China has been faced with Lewis inflection, the demographic dividend effect is disappearing. From 2014, China's economy to a "new normal", a simple understanding is the economic growth rate from high-speed to medium-speed, economic development from the scale of the speed of the extensive growth to the quality of efficiency-oriented intensive growth.

What does the new normal economy mean for customer service, call center industry? It turned out that the days of the brutal growth, the cheap but massive customer service staff could do a good job. The management of customer service and call center industry must be from extensive to fine. On the other side, with the development of Internet, especially the mobile internet, the behavior and mode of customer's access to service information have undergone profound changes, the channel of customer service and media form are not traditional form, customer service, call center is standing on the threshold of change.

As Customer service center, call center "brain" knowledge base, need to respond to external environment and customer needs change, to better meet customer needs, so as to truly enhance customer experience and loyalty. After systematic research and interviews, the Knowledge Management Center of China (Knowledge Management Center of China,kmcenter) Knowledge Base research and consulting team made the following forecasts for the 2015 China Call Center Knowledge Base trend:

Trend One: User self-help, mutual service, the rapid increase in the proportion of call center knowledge outsourcing become rigid demand.

Predicts in "what will happen in China in 2015" that "technological progress will replace certain service jobs-call centers, salespersons, bankers, insurance agents", a trend that will accelerate in 2015. Scientific and technological progress, the shortage of young labor force, the cost pressure of the call center personnel, the user's ability to use the Internet, a number of factors overlap will cause most of the mature Customer service center, call center no longer likely to large-scale recruitment staff will even be layoffs, more services through user autonomy and mutual assistance between users to complete, And this demand for the knowledge base put forward a new requirement: The Knowledge Base service object from the main service to the agent to serve the direct users, call center Knowledge Base content of the external requirements of the knowledge base to make profound changes, not only the content itself.

Trend Two: Call Center service multimedia, multi-channel, video services will become a new bright spot, the knowledge base to propose new requirements

Call center needs to change the "passive waiting for customer door" service mode, need to proactively attack "where the customer, the service is where." In addition to the traditional way, social media, Weibo, QQ, e-mail, SMS and other channels, voice, text chat, pictures, Knowledge Base query, video and other media methods increasingly become the mainstream of services. The call center needs to provide services where the customer appears, based on the ease of customer concern and the complexity of the requirements. We anticipate that in 2015, for complex business, video services will be a new highlight.

As to the change of channel and media mode, the content of customer service must change, which needs to be considered in the call center Knowledge Base according to the channel characteristic, the media superiority organization Knowledge base content, how to take care of different media and channel characteristics without increasing the workload.

Trend Three: Call center function from service to marketing, sales transformation, knowledge application scenario analysis, big Data support decision-making become a new focus.

Under the new normal of economy, enterprises put forward higher request to call center. Need Call center in addition to traditional service functions, to marketing, sales transformation, from cost center to profit center. Call center from the original customer service gradually increased "marketing in services", "sales in services" even through the collection of user behavior and problem data, through the mining of big data technology, to identify potential sales opportunities and output innovation opportunities.

Under this demand, the complexity and difficulty of the business will increase, if you expect the current call center personnel to complete the corresponding tasks, user issues and concerns and potential needs must be analyzed in depth, the knowledge base content must be built to consider the user "consumer knowledge" scenario and its associated products and services, Into the marketing and sales of services. Only such a knowledge base content can really support the ordinary business people to become high performance services, marketing and sales reach!

Trend four: The new situation on the knowledge organization itself is more and more demanding, the establishment of vocabulary, ontology and other knowledge organization method on the agenda.

Most of the call center Knowledge Base only established a simple knowledge classification, resulting in the Knowledge base users in navigation, search is difficult to quickly find, locate accurate knowledge content, agents of the knowledge base is less satisfied. Excellent call center Knowledge Base is a good organization of knowledge content can really support the work of front desk personnel, and excellent knowledge organization in addition to the need for multi-dimensional classification, in order to facilitate the rapid and accurate discovery of knowledge content and convenient update content, The corresponding domain glossary (thesaurus) and ontology (Ontology) need to be established.

With the change of market and business as well as the increase of complexity, the requirements for the organization level of the knowledge base itself are correspondingly improved, and the simple classification and retrieval can not meet the needs of the business, and the content organization needs to be further combed. Glossary (thesaurus) and ontology (Ontology) are a must-have option.

Trend five: Pay attention to the ability of knowledge base personnel to improve demand: Master "do not know what they do not know", to the Internet learning Knowledge base construction operations.

Talent is the first resource for call center development, but in our consulting practice and research, we have found that the current call center knowledge-base personnel are not able to meet the needs of knowledge base construction and operation.

Changing customer needs, multimedia and multi-channel service methods, increasingly complex products and services require knowledge base personnel for enterprise products and services familiar and understanding, if there is no corresponding background knowledge, there will be "do not know that they do not know" the low-level error, How to improve the ability and quality of knowledge-related people becomes one of the key issues in the construction and operation of the 2015 Call Center Knowledge Base.

The internet is profoundly changing the customer service, the Knowledge Base personnel grasps the Internet method to become the talent training new trend. (This article by the Chinese Knowledge Management Center Knowledge Base Research and the advisory team publishes, the well-known knowledge management expert, Kmcenter Director Tianzhigang co-ordination. )

Note: This article permits reprint, but please maintain the integrity of the above article, and noted from the "China Knowledge Management Center"

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2015 China Call center Knowledge Base development of 5 trends in PDF version download

2014 5 Trends in the development of China's call center Knowledge Base

More about Call center Knowledge Base

China Knowledge Management Center is mainly engaged in the research, consultation and training of knowledge management, providing corresponding consulting services for customer service and call center Knowledge Base construction. We also offer the following training courses in the call center Knowledge Base:

Call center Knowledge Base construction and Operation training Course

Call Center knowledge acquisition and editing staff competency Enhancement Course

Call center Knowledge Base Internet construction Operation Course

———— – by contacting Kmcenter———————-

For more information about the call center Knowledge Base, you can get it via our number. Public number kmcenter, or sweep to add:

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2015 5 trends in the development of China's call center Knowledge Base