SafeHarbor Technology Simplifies Distribution of Support Information to Call Center Agents and Increases Productivity
Web Self-Service Expedited Content Management Process Ensures Up-to-Date Information for Agents
Seattle, WA — January 22, 2008 — SafeHarbor Technology Corporation, expert at moving customer service to the Web, announced completion of a project to expedite content management processes for a key client. As a result, the client’s call center agents are experiencing increased productivity due to SafeHarbor’s provision of real-time information regarding updates to the knowledgebase documents.
The client’s previous process included notifying agents of content updates in a weekly publication, consuming content creators productivity hours. Updates to the knowledgebase were being delayed to keep the content aligned with the weekly publication. SafeHarbor knew it was essential to simplify and expedite the content management process by automating the agent notification process using a recent updates notification system. This new system automatically posts notification of the change as the content is published in real-time. Content is no longer waiting in queue for the weekly publication resulting in more relevant answers, faster.
Call center agents, by necessity, are familiar with their knowledgebase. These agent portals provide them with a resource to increase their quality and accuracy, ultimately improving their first call resolution rates. A successful agent portal provides the agents with the information they need to quickly get up to speed at the start of their shift in order to spend as much of their day as possible helping customers. Agents at SafeHarbor’s client needed to be able to sit down at the beginning of their shift and quickly reference what changes had occurred in their knowledgebase. SafeHarbor’s solution now provides real-time updates on an agent portal’s home page, displaying all recently updated content.
SafeHarbor works with clients using a combination of software and services to create web environments – for clients and customers - that provide immediate access to information, supported by easy-to-find links that can be specifically personalized for customer needs. Web self-service is a vital element in maintaining user satisfaction with the ever-increasing expectation and desire of customers to access the information they need in real-time. SafeHarbor partners with its clients to create a culture of self-service through technology and business practices. Knowledgebase management and hosting services also round out SafeHarbor’s offerings.
Working with clients that often have a volume of well over one million self-help sessions per month, SafeHarbor ensures that the customers of its clients have improved satisfaction levels. At the same time, SafeHarbor’s clients often save millions of dollars annually by enabling customers to find their own answers on the Web versus calling customer care. SafeHarbor’s fast, flexible and focused solution improves self-service information so customers can find answers to questions via the Web instead of placing a customer service call. This results in lower support costs, higher user satisfaction levels and solves the challenges faced by companies with complex product lines and diverse user groups.
“SafeHarbor is always pleased when we are able to deliver the strategic solutions that our clients need,” said Dianne West, vice president of sales, SafeHarbor Technology Corporation. “We maintain our commitment to continuously increase the satisfaction level of our clients’ customers.”
About SafeHarbor Technology Corporation
SafeHarbor Technology Corporation is expert at moving customer service to the Web. SafeHarbor partners with clients to create a culture of self service through technology and business practices.
SafeHarbor’s fast, flexible and focused solution improves self service information so customers can find answers to questions via the web instead of placing a customer service call. This results in lower support costs, higher user satisfaction levels and solves the challenges faced by companies with complex product lines and diverse user groups.
Since 1998, SafeHarbor has provided support solutions to businesses of all sizes and industries, including American Airlines, IBM, T-Mobile, Washington Mutual, the State of Washington and SunTrust Banks.
For more information, please visit www.safeharbor.com.
SafeHarbor Technology Corporation Press Contact:
Harry A. Thomas
360-482-1529
harry.thomas@safeharbor.com
For more information about how SafeHarbor can help your company increase productivity, customer retention, satisfaction and loyalty—while reducing support costs—please contact us at:
