EMPOWER YOUR AGENTS AND CUSTOMERS WITH KNOWLEDGE: Contact center agents struggle to keep up with their companies’ offerings due to increased product proliferation and business consolidation. Ever-changing processes and government regulations add to this challenge. Businesses must arm agents with knowledge guided interactive processes that are flexible and help them improve first contact resolution.
- Provide flexible access methods such as dynamic FAQs, search, browse, guided interactions, and chatbot interfaces to maximize user adoption and ROI. A broad set of access methods makes it easy for agents and customers to find information based on their own preferences, experience level, problem type, and stage in the customer lifecycle. All the while, these methods also reduce escalations and improve agent and customer experience.
- Do not ignore ongoing content maintenance. Automating content performance management tasks will help sustain content relevance, while increasing customer knowledge and encouraging self service.
About Wendi McGowan
Online or web-based CRM is a great tool for e-commerce sites that wish to convert leads into sales. You need to ensure that the CRM solution you select is compatible with the e-commerce software that you are using and any legacy software that you intend to continue with for data management.