Knowledge base, one of the most critical elements of the self-service capabilities of a company, is a vital aspect of delivering a quality experience. Knowledge management software is one of the effective tools for telecom service providers that ensure consistent & accurate self-service support.

Why Existing Knowledge Bases Fail?
Almost every customer service provider begins working on its own knowledge base with a relevant list of files and documents. With time, this turns into a source of information with widespread information of lesser relevance, which needs to be edited & amended by experts.

However, such expert human resources are not able to dedicate much time to regularly update the database, due to other job duties aligned to them. So, an in-house knowledge management in the contact center transforms from a customized, useful solution to an outdated & expensive collection of less useful information.

Creating & Deploying an Effective Knowledge Base
If you are planning to deploy your first knowledge management system or upgrade an existing one, you should be ready to invest significant time & money.

lPlanning & Assessment: The first stage includes assessment of the specific reasons for use and the goals that you can target & measure. Based on the implementation and goals, you should plan the development and deployment of your knowledge management solution.

lGathering & Collating Information: The next step comes to finding out, where the relevant information is available and can be sourced from. This also includes dedicating specific resources for the creation, maintenance and timely update of the knowledge base with up-to-date information.

A contact center agent might find the job of developing and maintaining a database, interesting & fruitful. These knowledge workers should have access to the subject matter experts for the required knowledge, and need not be experts themselves. However, a senior management person should get involved in the process to help knowledge workers reach subject matter experts easily.

lImportant Features: Another important factor involves the consideration of necessary and required features of a knowledge management software. The functionality of the desired tool should include:

Semantic or natural language search
Multi-channel access to the knowledge base
Automated organization of documents
Article rating for accuracy
User profile-based information available
Predefined process for edits & approval
FAQs
Cost of Implementation: As discussed above, implementing & deploying a knowledge base needs service providers to invest significant costs, which depends on:
Deployment model choice
Customization level
Changes required for the appearance and user interface
Design of the database
Need of any upgrade to hardware or infrastructure
Integration with existing CRM, mobile apps, websites, and back office systems
lOngoing Maintenance: Once created, knowledge base needs regular updates that can be done by gathering feedback from customers as well as agents. Some databases might need dedicated resources to manage, verify, and update information, while updates for others can be automated.
Large businesses will generally have a number of products, services, and/or departments with separate editors to raise, verify, and publish suggestions.

The 80/20 Rule
This rule states that 20% of the content of a knowledge base can answer or resolve 80% of queries. This 20 % of documents will be dynamically updated with time, and service providers should plan on how to solve the remaining 20% of queries as well. Here, integrating knowledge management software with existing support means, including contact centers, communities, and forums, filling the knowledge gap.

Thus, developing, deploying, and implementing a knowledge base the right way is essential to quality customer experience. Further, continuous monitoring, update, and publishing of the accurate information is the key to a successful knowledge management system.

And, the quality self-service solution relies to a great extent on an efficient knowledge management solution.

Are you excited to plan a trip that’d rage the expectations of a startling adrenaline pumping trip? If yes, then its time to pack your luggage for a Nepal trip. There’s nothing that can match the incredible beauty of Nepal. The extreme splendor would blow away your mind.

Why Nepal?

With an unbelievable sense of Nature, the country of Nepal brings you closer to the Mother Nature. You’d feel connected right from the moment you landed in the nation. Of course, Nepal is well-known as a mountain climbing or hiking destination. Nevertheless, the exquisiteness of this country detains you more than anything else. There’re many hiking destinations to visit where you can meet your passion for adventure.

Best trekking destinations in Nepal:

No doubt, you’d wish to try trekking when you’re in Nepal. There’re quite a few places that offer you the best alternative of hiking in Nepal. You’d discover the best peak hiking in Nepal around Mount Everest. There’re a lot of hikers that get together at the base camp and plan a hike. There’d also be planned hikers but it’s a lot more exciting to get together in a large group when you’re hiking. Everest panorama trekking can be quite risky and you’d be better of hiring a travel guide assisting you travel everywhere you want. Having a local tour guide is important since they’d be able to offer you the best feasible tracks to the peak of the mountain and also the best possible paths to reach at the top. A local tour guide would have better idea regarding different places to take rest and best location for sightseeing.

How to plan your trip?

There’d be the obvious issue of finding the best deals when you’re touring to Nepal. There’d be several costly packages that mightn’t offer you the best worth for your money. So a smart concept would be to get together in a large group and then plan for your trip. It’d be rather easy picking the best deals by taking a large group throughout your booking. You can even get great discounts and added bonus by doing so.

How to get ready for the trip?

Tourists always should check out the weather condition prior to they go move for a trip to Nepal. There’re dangers of extreme rain and cold. So ensure you understand the climate prediction before you tour. It would be good to pack some winter clothes to survive the cold condition.

About Author:

Nepal Himalayas Trekking an adventure tour company who have run Annapurna circuit trekking for over 20 years.He also offfers Everest panorama trek and all type of Trekking.For more information visit at www.nepalhimalayastrekking.com

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When it comes to choosing the best investment avenues in today’s turbulent market conditions, mutual funds emerge out as a great investment option among people in India. But before investing, it is imperative to gain better understanding of mutual funds and its various types.

What is a Mutual Fund?

A mutual fund is typically a pool of money collected from various investors who wish to invest their money in securities such as stocks, bonds, money market instruments and similar assets. Investing in mutual funds can be a lot easier than buying and selling individual stocks and bonds on your own.

Type of Mutual Funds

There are various types of mutual fund schemes to choose from which have been classified by structure, nature and investment objectives.

By nature

Close ended mutual fund – This type of mutual fund carries a predetermined maturity period (e.g. 5-7 years). It is open for registration during the launch of the scheme for a fixed period of time. Investors can choose to invest at the time of the initial public issue and thereafter they can buy or sell the units on the stock exchanges where they are listed. In order to enable an easy exit path to the investors, some close ended funds provide an option of selling back the units to the mutual fund through periodic repurchase at NAV related prices.

Open ended mutual fund – This is the most common type of mutual fund available today. Investors can choose to invest their money in such funds anytime as per their budget and convenience. There is no limit to the number of investors, shares in an open-ended mutual fund unless the fund manager decides to close the fund to new investors. The value or share price of an open-ended mutual fund is determined at the market closing every day and is called the Net Asset Value (NAV).

Interval schemes -Interval schemes generally combine the advantages of both open-ended as well as close-ended schemes. The units may be transacted on the stock exchange or may be open for sale or redemption during pre-determined intervals at NAV related prices. Some examples of these schemes are FMPs or fixed maturity plans.

By nature

Equity mutual funds – These mutual funds typically invest their money in stocks. These funds are also known as stock funds and aim to grow faster as compared to money market or fixed income funds, so there is generally a high level of risk involved here. One can choose from various types of equity funds, including those that specialize in growth stocks, income funds (value stocks, large-cap stocks, mid-cap stocks, small-cap stocks), or combinations of these.

Debt mutual funds – These funds carry lower risk and provide a stable income to investors. In these funds, money is invested in a combination of fixed income securities such as treasury bills, government securities, money market instruments, and other debt securities of different time horizons. These funds can be further classified as Gilt funds, Income funds, MIPs, Short term plans and Liquid funds.

Balanced funds– As their name suggests, these funds invest money in a mix of equities and fixed income securities. In other words, they aim to establish a perfect balance between returns and risk.

By investment objectives

Growth schemes – These schemes provide capital appreciation over the medium to long term. These schemes generally invest a major portion of their fund in equities to survive short-term drop in value for possible future appreciation.

Income schemes – Also known as debt schemes, these funds invest in fixed income securities such as bond and corporate debentures. These schemes provide regular and steady income to investors. However, they feel slightly disappointed in the capital appreciation front.

Index schemes – These funds aim to check the performance of a specific index such as BSE. The value of the mutual fund will go up or down as the corresponding index goes up or down. Index funds generally carry lower costs than actively managed mutual funds because the portfolio manager doesn’t have to do as much research or make as many investment decisions.