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 end up creating separate teams for specialist areas such as:
Unfortunately, additional teams mean increased overhead, poor customer experience due to agent silos, and increased workforce scheduling challenges.
eGain Knowledge+AI 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:
Know how a telecommunications company improved knowledge base (KB) adoption by its contact center customer service agents.