Knowledge Base

A knowledge base is a type of database that supports employees with information to keep your customer support system functioning and to provide customers with the best possible experience. A knowledge base may contain information about:

  • Call center operations, including Average Handle Time (AHT) and First Call Resolution (FCR) rates
  • Digital channel operations
  • Customer satisfaction rates (CSAT)
  • Customer profiles, including their past purchase and call history
  • Other customer statistics, such as turnover rates

Having a knowledge base to collect and store such information makes the employees’ jobs much easier so they canprovide your customers with a better experience. OutPLEX can rapidly deploy the right employees to work for your customer support system, and we give those employees access to a knowledge base that allows them to:

  • Quickly review the customer’s history so as to provide more specific and helpful service
  • Analyze the performance of each communication channel
  • Identify emerging problems early enough for you to respond swiftly and effectively

Building a knowledge base on your own would take up time and resources that may be better spent on other aspects of your business. OutPLEX already has the human and technical resources in place to:

  • Program AIs to collect data on your customer experience (e.g., by monitoring call center calls) and pool that data in the knowledge base
  • Deal with technical problems and glitches as they arise
  • Analyze and interpret the data within the knowledge base on a regular basis
  • Deliver the results of their analysis to you, along with suggestions on how you can capitalize on the conclusions they have drawn
  • Save you money, since we already have the experience and the technology to develop a knowledge base with less time and fewer resources

The knowledge base is available to all employees and is constantly being updated with new data. With it, your business always has a complete, up-to-the-minute picture of your customer experience’s “health.”

In addition, OutPLEX can provide your business with all of the channels from which the knowledge base collects data, including:

  • SMS text messaging
  • Digital messaging
  • Emails
  • Chatbots
  • Video or Live Chats
  • Call centers

We also offer the back-office services like quality assurance (QA) that allow us—and you—to make the best use out of your knowledge base.

For more information about our knowledge base and other services, call OutPLEX at 1.866.531.5773 or visit us at

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