Preserve institutional knowledge and share expertise with Startek® Knowledge Management

Capture, store and share information across teams to improve agent speed to proficiency, drive effectiveness and deliver a consistent customer experience (CX).

By capturing, storing and sharing information among agents to make the most of their collective knowledge and expertise, knowledge management (KM) solutions improve contact center efficiency and effectiveness.

Especially useful in fast-paced environments and for brands with frequently changing product information, KM solutions ensure that everyone has access to the information and knowledge they need to perform their job effectively while speeding up ramp times as new associates join the organization.

 

Startek® Knowledge Management

Startek® Knowledge Management combines cognitive algorithms, which continuously learn from enterprise knowledge sources, enabling Startek agents to instantly access the most current information.

Without the need to memorize or search for information, agents deliver faster and more consistent resolutions to customer queries and are relieved of the burden of searching for information. This allows agents to focus more on the customer to deliver a better-personalized experience.
Startek Knowledge Management can be deployed as a single solution or combined with Startek Gamification and Startek AI Coach within the Startek Agent AI platform.

  • Drive decision-making with intent-driven workflows
  • Ensure consistent, accurate responses with instant access to knowledge-base resources
  • Prompt next best actions with real-time guidance, and digital “nudges” that suggest next steps and provide agents with the information and support they need to effectively resolve customer queries
  • Build rapport with sentiment analysis and action prompts based on the customer’s demeanor
  • Monitor and maintain compliance with flags for inappropriate language or mandatory language that has not been shared

Startek Agent Assist supports agents to better manage complex customer service scenarios, such as handling technical support inquiries, resolving billing issues, or dealing with complaints.

Features

Empower agents with the information they need, in the moment they need it.

Drive agent productivity by ensuring easy access to accurate information
Drive agent productivity by ensuring easy access to accurate information
Improve consistency and accuracy of customer support to deliver a better CX
Improve consistency and accuracy of customer support to deliver a better CX
Drive customer satisfaction (CSAT) and NPS
Drive customer satisfaction (CSAT) and NPS
Empower customers to help themselves through self-service resources
Empower customers to help themselves through self-service resources

Impact

35%

reduction in ticket creation and triage times

50%

reduction in manual effort in email customer support

20%

reduction in average handle time (AHT) across all omnichannel interactions

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Call center agents learning from AI coach
Startek® AI Coach

Deploy on-demand training and real-to-life simulations that fast-track agent learning

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Agents learning and enjoying from call center gamification
Startek® Gamification

Enhance the agent experience for a better end-to-end customer experience

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A woman agent using Startek cloud application for customer interaction from the comfort of home
Startek® cloud

Enable teams to work efficiently and securely across geographies

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Insights

Press releases

Startek new logo banner
Startek® recognized with 5 Comparably Awards for excellence across leadership, career growth and team performance 

Startek earns 5 Comparably Awards for 2025, recognized for career growth, leadership, and team excellence—driven by a people-first culture and talent strategy.

June 2025

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Blog

Happy customer using Agentic Ai for loyalty
How Agentic AI is redefining customer loyalty and customer retention

Learn how Agentic AI revolutionizes customer loyalty, enhances retention, and shapes the future of CX through integration strategies and case studies.

June 2025

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Blog

Agentic AI contact center rep
How Agentic AI is reshaping customer experience in 2025

Discover how Agentic AI transforms Customer Experience in 2025. Explore challenges, applications, and best practices with Startek’s innovative solutions.

June 2025

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Press releases

2025 Fortress Cybersecurity Award
Startek® Wins 2025 Fortress Cybersecurity Award for Organizational Excellence 

Startek wins the 2025 Fortress Cybersecurity Award for Organizational Excellence, recognized for secure systems, innovation, and data protection leadership.

June 2025

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Case studies

Startek-Asus case study
Startek redefined customer support for a global electronics brand with AI-powered knowledge management 

Startek redefined AI-powered customer support for a global electronics brand using Gen AI KMS—cutting AHT, lowering DSAT, and scaling service efficiently.

May 2025

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Press releases

CII-CWL Award for Gender Parity in Business
Startek® wins CII-CWL Award for Gender Parity in Business

Startek® proudly receives the CII-CWL Award for Gender Parity in Business, highlighting its commitment to diversity, equity, and gender equality in the workplace.

May 2025

Read more

Blog

Call center agent - Agentic AI
How Agentic AI is shaping the future of customer service

Explore the power of Agentic AI with Startek, revolutionizing CX by creating adaptive, intelligent solutions that meet and exceed customer expectations.

May 2025

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