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Increase first contact resolution rates
Challenge
Customers call with questions of all kinds.
They could be looking for:
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Information
on some aspect of a wide range of products
and services. |
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Advice on
the best phone or broadband package
based on their circumstances and preferences. |
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Help understanding
a complex bill. |
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Guidance in troubleshooting
a problem with a service or device. |
And, they want the right answer quickly! Your
agents struggle because of the variety and
complexity of customer issues.
Solution
eGain
KnowledgeAgent helps you easily
capture the expertise of your best agent
into a flexible, interactive knowledge
base that prompts and guides every agent
to the single, best answer available—all
without searching multiple repositories,
sifting through hundreds of search results,
or skimming long documents. |
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eGain also provides integrated access
to eGain-powered community content and federated
search across intranet and internet information
sources.
Using the knowledge captured in eGain, your
agents respond to email and chat inquiries,
ensuring a consistent experience for the customer
across channels.
Typical results
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30% increase
in first call resolution rate |
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15% reduction
in customer call backs |
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FIND
OUT how an eGain-powered CIH can help telecoms turn customer
service into a true differentiator |
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