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Effectively support growing product portfolios
Challenge
| As a telecom operator, you are in
a perpetual race to roll out new devices,
cost-effective service plans, segmented
offerings, and faster yet richer communication
options. To manage this complexity in
the customer service group, organizations
have end up setting up separate teams
for specialist areas such as: |
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Mobile broadband |
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Smart phones |
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Troubleshooting
data connection issues |
Unfortunately, additional teams mean increased
overhead, poor customer experience due to
agent silos, and increased workforce scheduling
challenges.
Solution
eGain
KnowledgeAgent enables all agents to take
all calls in a contact center. Our best-in-class
knowledge base helps you capture, organize,
and retrieve up to date information to resolve
all relevant calls, so that:
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All agents
have a single version of the truth |
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Product managers
and content authors have a delivery
platform for contact center information
and collateral |
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Trainers
have a mechanism to provide in-call
training (where the agent gets the information
and support exactly when they need it)
so that an agent can confidently help
the customer whether dealing with a
legacy product (that they have not dealt
with in a while) or a brand new service
(that they are still not familiar with). |
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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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