USU announced that WSP has chosen USU’s Knowledge Center as the knowledge management platform for the E-470 contact center.
WSP USA, supporting E-470, evaluated multiple vendors to centralize their printed and digital support information into a single source of truth that was designed for contact center requirements. The knowledge management solution must capture, maintain and deliver support data to ensure consistent service among agents and channels as well as serve as a training hub.
“Working with talented teams from both WSP and E-470, we had a quick and successful rollout which also provided a critical piece of contact center infrastructure they could rely on during the COVID-19 crisis ” said Mel Passarelli, CEO of Aspera, a subsidiary of the USU group in North America
Knowledge Center was configured, customized and deployed within two weeks, saving backend teams countless hours of editorial and maintenance work and empowering agents to more quickly serve customers. It now additionally serves as a hub for employee training and onboarding.
Susan Ermisch, Director Of Customer Service at WSP USA for E-470 said “Knowledge Center brought together everything into a single system that's designed exactly for contact center needs. I can't imagine ever going back.”