We know that most organizations are coming from a culture where an Agent’s first reaction when they are faced with a question that they are unable to answer, is to go phone a friend. They will either lean over the cubicle wall, or in the virtual world, go into a Microsoft Teams chat, and say, "Hey, I've got this question, what do I do with it?" 

We have created this widget to bring the power of knowledge to the spaces where people collaborate. We have made it very simple and easy to use so that when a user collaborates with their colleagues on Teams, any person on that chat session can search for knowledge and share the information within the Teams application. 

We believe where companies have found success is through the Knowledge-Centered Service methodology where it is crucial for team members to capture this information, submit a content suggestion to the authoring team, and provide the information for such an article. 

This methodology ensures that your knowledge base is constantly enhanced and up to date. 

If an option is available to the user within the Teams chat to request that an article be created in Verint Knowledge Management, it is much easier and much more likely that the user will capture the learning from the collaboration. 

SPAR’s Microsoft Teams integration with Verint Knowledge Management makes it very simple and seamless for users to search and share knowledge, provide feedback on knowledge content, and suggest new content from right within the Teams chat. 

The knowledge articles generated from these interactions become organizational assets that can be used and reused for years to come.

This tool also makes it possible to support downstream reporting to identify the users who searched for knowledge through Teams and who suggested content and provided feedback. 

We are excited and look forward to enabling your employees to use knowledge across your organization and improve knowledge adoption.

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Want to know more? Watch our Marketplace Showcase Webinar series here: