increase in first call resolution rate
reduction in customer call backs for clarifications on unresolved issues
improvement in call handling time by telco agents
Customers call with questions of all kinds. They could be looking for:
And, they want the right answer quickly! Your agents struggle because of the variety and complexity of customer issues.
eGain helps your business in improving an important customer service metric, First Contact Resolution rate (also called First Call Resolution or FCR rate). This means that your contact center agents are able to resolve customer issues in the very first interaction. The benefits are obvious: operational costs go down as you avoid repeat calls and escalations, and customer satisfaction and agent productivity improve.
eGain Knowledge+AI 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.
eGain also provides federated search across intranet and internet information sources.
eGain Knowledge ensures that getting to an “all agents, all calls” goal is achievable.