Step by step process documents are often the traditional go-to resource provided to contact centre agents, assisting them in their role where they can be managing any number of enquiries and complaints each day.

As a contact centre agent that potentially manages large volumes of customers and contact interactions, process documents may not be optimal for effectively managing these interactions for a number of reasons. For new staff, lengthy process documents can be overwhelming. And, for tenured staff who may know the process very well, it can result in agents cutting corners and going by memory instead.

This can contribute to increased risk of attrition, and higher error rates, especially as processes and information changes over time. This can result in increased costs for your organisation in time and effort in resolving customer issues, increased customer dissatisfaction and, ultimately, customer loss.

Are process documents potentially doing your organisation more harm than good?

The solution to your problem

KnowledgeIQ’s (KIQ) Process Flow feature is an intuitive hybrid of the traditional process documents and decision trees. KIQ Process Flows are purpose-built to merge the best elements of both decision trees and process documents to provide users with a more engaging experience for all staff, that supports improved quality, compliance, and overall business costs.

What is a decision tree?

Decision trees use a tree-like model of decisions and their possible consequences. Using these provides great benefits to both new and tenured staff.

For new staff, decision trees reduce training time and provide increased confidence, as the staff are trained in how to use the decision tree and aren’t required to memorise all the steps.

For tenured staff, decision trees provide an overview of the entire process with visibility to updates meaning they can clearly see if the process or information has changed at a higher level and aren’t required to only be looking at line by line process steps.

How do Process Flows in KnowledgeIQ work?

The Process Flow feature allows organisations to break down lengthy processes into decision tree format.

The node selected will then open each step to the right of the window as per below:

By providing this view you will:

• Better guide users visually through complex processes. Providing agents with the ability to respond to customer interactions more confidently and efficiently.
• Provide an entire overview of the process so the user has prior knowledge of what steps are ahead.
• Improve quality results by providing clear direction on which process steps need to be followed based on the specific interaction with the customer.

With visual learners estimated at 65% of the population this tool is particularly of great benefit to contact centres as it’s less focused on reading lots of content and more focused on agents having a visual image of the end-to-end process.

By enhancing traditional process documents to Process Flows, organisations can have their agents work more confidently across multiple business areas and will see improved speed to competency, resulting in reduced training time.

To learn more about KnowledgeIQ and the additional benefits Process Flows can deliver to your organisation, contact us today.