and more issues resolved through web self-service
reduction in unnecessary engineer visits
improvement in agent confidence while handling calls
In organizations where contact center agents can trigger a truck roll or field engineer visit, great care needs to be taken to try to minimize unnecessary visits. Field service visits can be even more expensive than product returns, in some cases.
eGain solutions improve your field service efficiency in multiple ways:
Best practice article
Keep Your Products “Sold” and Avoid Returns