The document discusses using a knowledge base to improve customer service in a contact center. It recommends using third-party software to create a knowledge base that collects and organizes information from frequently asked customer questions. Maintaining a knowledge base allows customer service representatives to access consistent answers to common issues, thereby improving staff performance and customer satisfaction. It also shares the author's experience successfully implementing a knowledge base system at a logistics company in 2013.

1. “Because every customer have expectation
when asking a question to our customer
service representative. Customer will get the
right answer and satisfied, until no longer
necessary to make a call for the same
question, cause have a different answer each
customer service representative.”
Knowledge Base for
Contact Center
By : Satya Bayu Pradana (based on experience)
an employee who works in the field of customer service. Which has an assortment of
ideas, creativity, beyond the standard of working methods and applied the use of
information technology systems. With hope of benefit not only to fellow co-workers, but
also for the company and the world of customer service (contact center).
You can contact me via email: satyabayu90@yahoo.co.id
This Slide just wanna shows part of the importance of customer service. By using Knowledge Management, in which there are a variety of application can be
applied in the field of Customer Service (Contact Center), such as the use of the Knowledge Base, Online Quiz, Online Document Management, and
more benefits from advances of information technology that still be used into the modern working methods. Most importantly is support and permission
given by manajerial level, and from company. Trust and passion to help, as well as a variety of experiences and to share knowledge with other employee.
Thank you and keep the spirit to fight together for the best service for customers experience.

2. Knowledge Base for Contact Center
 Using a third party application to create the
knowledge base. software known as dr.explain to
create amazing project. I know and use since the
end of 2013. The software I use to build the
knowledge base for customer care division. At which
time I worked in one of the main Indonesian
company engaged in shipping services and logistics.
 Knowledge base is very useful for the core
development and progress in serving customers
with satisfaction, the best service, and speed, and
accuracy of information in answering customer
questions.
Keyword : Call Center, Correspondence, Retention, Telesales, Social Media, Quality Monitoring, Technical Helpdesk, Corporate

3. Knowledge Base for Contact Center
Benefit and Advantage
 to improve staff performance and knowledge, as
well as helping employees find, learn, and get an
answer to the question of customer solutions
 access information anytime and anywhere
 the advantage of finding information that is
frequently asked and the latest information
 to collect and putting together some information
that was originally separate, becomes unity to be
accessed together
Keyword : Call Center, Correspondence, Retention, Telesales, Social Media, Quality Monitoring, Technical Helpdesk, Corporate

4. Knowledge Base for Contact Center
Keyword : Call Center, Correspondence, Retention, Telesales, Social Media, Quality Monitoring, Technical Helpdesk, Corporate

5. Knowledge Base for Contact Center
By : Satya Bayu Pradana (based on experience)
You can contact me via email: satyabayu90@yahoo.co.id
This Slide just wanna shows part of the importance of customer service. By using Knowledge Management, in which there are a variety of
application can be applied in the field of Customer Service (Contact Center), such as the use of the Knowledge Base, Online Quiz, Online
Document Management, and more benefits from advances of information technology that still be used into the modern working methods. Most
importantly is support and permission given by manajerial level, and from company. Trust and passion to help, as well as a variety of
experiences and to share knowledge with other employee. Thank you and keep the spirit to fight together for the best service for customers
experience.
In 2013. I received award and certificate of achievement from CEO