Atlanticus Knowledge Management Implementation Case Study

This case study details the implementation of a knowledge management solution by Atlanticus, a US-based financial services company, to address operational challenges in its contact centers. The company faced significant issues due to an outdated knowledge management system, which led to compliance problems, increased Average Handle Time (AHT), and inefficiencies in communication. The low utilization of official documentation by agents was a critical concern, with less than 5% referencing policies, resulting in inconsistencies and regulatory risks. To overcome these challenges, Atlanticus partnered with Insite to implement the livepro solution, which centralized their knowledge base and improved access to critical information. The outcome included a 14% reduction in AHT, 100% agent adoption, and enhanced compliance, as agents no longer relied on unofficial tools. The solution also improved employee and customer satisfaction by streamlining communication and providing quick access to accurate information.