Table of Contents:
1. Introduction
2. About Axela Technology Co., Ltd.
3. Call Centers: Cost Centers or Profit Centers?
4. Turning Call Centers into Profit Centers
5. The Importance of Knowledge Management
6. Introducing Super FAQ
7. Case Studies: How Knowledge Management Can Improve Business Operations
8. The Accela Suite: A Solution for Knowledge Management
9. Pros and Cons of Implementing Knowledge Management
10. Conclusion
#1 Introduction
👋 Hello and welcome to this article on knowledge management and its importance in turning call centers into profit centers. In this article, we will explore the concept of knowledge management and how it can be used to improve business operations. We will also discuss the Accela Suite, a solution for knowledge management, and its benefits.
#2 About Axela Technology Co., Ltd.
🏢 Axela Technology Co., Ltd. is a software and services company that specializes in corporate knowledge management. Founded in 2001 through the venture company system from Fujitsu, Axela Technology Co., Ltd. develops software and services that support corporate knowledge management, with a focus on search technology.
#3 Call Centers: Cost Centers or Profit Centers?
💰 Call centers are often referred to as cost centers that incur costs. Unlike sales and other departments, the contribution to profits cannot be seen in sales or other numbers. For this reason, call centers are sometimes targeted for reduction. In some cases, it becomes difficult to maintain the quality of response at the call center itself.
#4 Turning Call Centers into Profit Centers
💡 When turning a call center into a profit center, it is important to directly contribute to profits by proposing improvements to customers or to your own company. Call centers can directly benefit by becoming specialists in handling customer feedback. To become a profit center, it is essential to retain human resources as the foundation of the call center, improve motivation to utilize quantitative data, and standardize skills.
#5 The Importance of Knowledge Management
📚 Knowledge management is the process of creating, sharing, using, and managing the knowledge and information of an organization. It is essential for businesses to manage their knowledge effectively to improve their operations and stay competitive.
#6 Introducing Super FAQ
❓ Super FAQ is a new concept that goes beyond traditional FAQs. It includes manuals, instruction manual videos, and individual users' memos and other information available for cross-disciplinary use. By making this information available, businesses can improve their work procedures and make it easier for employees to find the information they need.
#7 Case Studies: How Knowledge Management Can Improve Business Operations
📈 Two case studies are presented in this article to demonstrate how knowledge management can improve business operations. The first case study involves a knowledge base for health foods and cosmetics, while the second case study involves a knowledge base for maintenance services for BTOB products such as retail store showcases and vending machines.
#8 The Accela Suite: A Solution for Knowledge Management
💻 The Accela Suite is a solution for knowledge management that consists of two ID tools: Knowledge Base Biz Antenna and Knowledge Board Keyboard. It allows businesses to manage their knowledge effectively and improve their operations.
#9 Pros and Cons of Implementing Knowledge Management
✅ Pros of implementing knowledge management include improved efficiency, increased productivity, and better decision-making. ❌ Cons of implementing knowledge management include the cost of implementation, the time required to train employees, and the difficulty of managing and organizing large amounts of information.
#10 Conclusion
👍 In conclusion, knowledge management is essential for businesses to improve their operations and stay competitive. By implementing knowledge management, businesses can turn their call centers into profit centers and improve their overall performance. The Accela Suite is a solution for knowledge management that can help businesses manage their knowledge effectively and improve their operations.
