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Lagan Knowledge Management is uniquely tuned to the Public Sector’s requirement to manage, search and retrieve an unparalleled quantity of ever-changing information. It is unmatched in its ability to help you respond quickly, consistently and efficiently to citizen enquiries via the contact center and self-service channels.
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.
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.
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.
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.
Lagan Knowledge Management is designed to allow Public Sector organizations to react quickly to changing policies and citizen demands.
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