reduction in handset returns a result of the agent’s access to knowledge
reduction in “no fault found” handset returns due to interactive guided help
of online self-service
users find accurate
Few industries expect their front line agents to tackle calls as complicated as those received by a telecom contact center. Agents routinely get calls where the customer says something as generic as “I cannot connect to the Internet” or “I cannot get email on my mobile” or “My smartphone batter life is too low!” These are not easy problems to solve—remotely, across multiple geography, network, device, and service plan configurations. Typically, these questions end up touching multiple aspects of the customer and product such as customer account status, service configuration, device status etc. To complicate matters further, the customer may be unfamiliar with the product and terminology and agents may feel under pressure to come up with a quick resolution.
eGain KnowledgeAgent offers the agent a rich set of capabilities to support complex diagnostic processes:
In the contact center one size does not fit all. Solutions have to meet the needs of different groups of agents, for instance: