Barclays Stockbrokers is introducing knowledge management software from eGain Communications across its customer contact centre in Glasgow.
The product, eGain Knowledge, provides users with structured Web access to a central knowledge base, enabling them to resolve customer queries and reduce call times. In addition, the vendor says eGain Knowledge will help staff improve service though reduced customer handoffs and right-first-time query resolution.
The UK retail broker recently acquired the European arm of US discount brokerage Charles Schwab. Hans Georgeson, director, execution-only broking, Barclays Stockbrokers, says the product will ensure that agents are fully equipped to handle questions when the new combined proposition is launched later this year.
"Client experience is always crucial, but even more so as we bring the operation of Charles Schwab Europe together with our own," says Georgeson.
California-based eGain Communications says Barclays has been using its products for the last five years.