The ability to answer customer questions correctly on first contact is a key metric for measuring customer service performance. First-contact resolution can be a challenge because the requirements for achieving this goal go beyond hiring and training highly skilled agents. Today, customers want the choice of how they contact you; some want to speak to an agent and others want to serve themselves on the phone or Web for 24/7 access to answers.

The best knowledge base products use state-of-the-art natural language understanding technology to improve customer service while lowering costs. They can translate manuals, training materials, Web pages, etc. into a powerful knowledge base that delivers precise answers across channels. The benefits of managing knowledge through a single product are:

• Every agent is empowered, regardless of experience, with the tools to answer questions precisely and increase first call resolution.
• Training costs are reduced because agents can be "up to speed" quickly on existing or new content.
• Information can be speech-enabled using IVR self-service to reduce the number of calls requiring agent assistance.
• Web sites can be transformed into vital customer service channels that reduce call volumes.

Knowledge base products can transform the way agents interact with customers.