Telecom—Effectively support growing product portfolios
Industry challenges
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:
Mobile broadband
Smart phones
Troubleshooting data connection issues
Unfortunately, additional teams mean increased overhead, poor customer experience due to agent silos, and increased workforce scheduling challenges.
eGain solutions
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:
All agents have a single version of the truth
Product managers and content authors have a delivery platform for contact center information and collateral
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)
Customer Success: An eGain Knowledge story
Know how a telecommunications company improved knowledge base (KB) adoption by its contact center customer service agents.
Related topics on how to increase contact center effectiveness
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