Lagan Knowledge Management

Seize the opportunity

Our Public Sector customers tell us that up to 80% of face-to-face and contact center contacts are requests for information. This presents a significant opportunity to improve the service experience and reduce the cost to serve.

Let Lagan Knowledge Management help you seize this opportunity by putting FAQs, policy information, regulations and event information at your contact center agents’ fingertips in order to provide citizens with consistent, accurate answers and advice without time-consuming searches or extensive training.

Let Citizens find answers all day, every day

Crucially, Lagan Knowledge Management also supports online government. When deployed via the Internet, information can be provided 24/7 regardless of time zones or staffing levels. This not only accelerates channel shift but enhances the service experience by enabling citizens to escalate a question if the information is missing and get an email response when the knowledgebase is updated.

Embedded and Integrated

This application is part of the Lagan product suite, which has been designed specifically to support KANA’s Public Sector solutions. Lagan Knowledge Management will allow processes to incorporate relevant knowledge as an integral part of the agent experience. For example, it ensures the seamless transition of a knowledge solution to a service request process, reducing handling times and providing a highly professional service experience.

Fast and scalable

Whether face to face, on the phone or online, a quick and accurate search function is key to a great service experience. Lagan Knowledge Management’s search capability is powered by proven technology that provides instant indexing and fast batch index capabilities. Not only is it fast, it is also scalable so it will evolve as your service evolves.

Easy to manage

Lagan Knowledge Management is designed to allow Public Sector organizations to react quickly to changing policies and citizen demands.

• Custom authored content can be written specifically to match new citizen inquiries or frequently asked questions
• Specialist tools provide easy ways to search content from existing files and websites
• Agents can also easily contribute new content, suggest updates or escalate unmet customer queries in order to promote continuous knowledge improvement
• Citizen-facing and internal-facing presentations of each knowledge item can be managed from a single form – providing not only speed but also reduced maintenance costs

Benefit from new insights

We know that it’s crucial for our government customers to manage and track citizen requests for information via both mediated and non-mediated channels. Lagan Knowledge Management provides a multi-channel Executive Dashboard that is based on actual inquiries and therefore provides a unique and indisputable insight into citizen concerns and issues. This invaluable information can both inform and measure the impact of changes in service provision and policy