Contact center agents all over the world have a similar problem: The ability to quickly access up-to-date content and documents to support their role and their customers. Irrespective of industry or whether the agent works on-line or off-line, we hear their same concerns:

  • “I get too many updates via email during the day to be able to track and use them on a call”;
  • “The content that I need is in too many locations, too many formats and has multiple differing versions”;
  • “The information I need is in long, complex MS Word documents. There is no way I can find what I need quickly”;
  • “The technology we use to house our content doesn’t work nearly as well as promised”;
  • “I often see mistakes, gaps or simply wrong information in our system. Even if I do provide input, it takes weeks for wrong content to be fixed”.

Each of these issues has very little to do with technology or the content system itself. Technology has very little to do with the helpfulness of the agents’ content environment…in spite of what software vendors say.

Many of our clients have purchased expensive content systems for their contact center agents only to find that their users are no better off and their metrics remain the same.

InFuture LLC helps our clients get real value from their agent content and document systems using the AdvisorSpace™ methodology. Whether our clients have chosen Saleforce.Com, SharePoint, Consona, Jive, Seibel or other content vendors for their contact center, our approach greatly improves agents’ access to the content that they need to do their jobs.

Our AdvisorSpace™ solutions are technology independent and can be implemented on many different technical environments without the need to purchase additional software products. In addition, our AdvisorSpace™ approach reduces the long-term costs associated with managing the content and knowledge environment for the multiple roles within a call center. Clients have used our solutions for many years and have greatly improved their call center effectiveness and reduced their overall investments in technology and technical support.