At NCO, we are avid users of the SharePoint tool as a knowledge management tool. We use SharePoint to gather customer insights that provide information and promote sharing of best practices, while simultaneously improving customer satisfaction and increasing brand loyalty. This intranet application allows for site leaders and trainers to provide necessary training, informational communications, and recognition to frontline staff.
The use of SharePoint ensures that we respond quickly to high priority issues, and high visibility to new information. Furthermore, our Sharepoint sites serve as an ideal channel to enable immediate updates on such events as seasonal postal delays, new product information, or other updates to apprise the team of the most current information for your customers. We can also supplement SharePoint with home-grown applications and client-shared add-ons, such as product simulators, video blogs for trainings, host blogs from contact center leadership, and agent surveys.