Knowledge Management for Outsourcers
Herausforderungen der Branche und eGain-Lösungen
Kundenservice über mehrere Vertriebskanäle: Multi-Channel Customer Service
Many organizations are turning to Outsourcers to deliver and manage emerging customer contact channels such as email or web collaboration because of the advantages gained from the outsourcer’s expertise in these areas and the economies of scale offered by managing high volumes of transactions.
- eGain has helped leading Outsourcers to meet challenging service levels and provide cost effective customer service through efficient, scalable email management.
Umgang mit unvorhersehbarem Kontaktaufkommen
Outsourcers face the challenge of unpredictable inquiry volumes and the need for flexible commercial models that address the issues in achieving ROI from fixed term contracts.
- eGain has helped leading Outsourcers enhance the flexibility and competitiveness of their offering through eGain’s cloud-based deployment and flexible pricing approaches.
- Many BPOs use eGain’s analytical capabilities — operational analytics, knowledge and channel specific insights — to improve contact center productivity and optimize knowledge use across interaction channels and touchpoints.
Onshore oder Offshore?
Organizations who are looking to Outsourcers or BPOs to support rapid growth of customer service operations or enable re-structuring, consolidation or off-shoring have used agent knowledge bases as a means to retain control of process and customer satisfaction whilst enabling outsourced resources to provide manpower.
- eGain has worked with large companies to develop customer service contact center agent knowledge bases for use by clients and outsourced / off-shore resources.
Komplexe Berichtsanforderungen
Outsourcer müssen detaillierte Managementberichte über operative Aufgaben und SLA erstellen und gleichzeitig sicherstellen, dass Kundenwissen und -daten vollständig segmentiert sind.
- eGain hat führende Outsourcer bei der Überwachung und Verwaltung von Multi-Client- und Multi-Channel-Supportoperationen unterstützt.
Informationen, Verfahren und Fachwissen
Outsourcers may be faced with providing effective customer service solutions that range from simple information requests to solving complex problems. Outsourcers have to build their relationships with their clients by demonstrating excellence in handling simple customer queries as well as more complex and valuable interactions, apart from being value generators for their clients through point-of-service upsell and cross-sell.
- eGain hat führenden Outsourcern dabei geholfen, vorschriftsmäßiges Wissen und Best-Practice-Diagnose- und Fehlerbehebungsverfahren in hocheffizienten Wissensdatenbanken zu erfassen.
- Intelligent BPOs use eGain’s AI (Artificial Intelligence) guidance to ensure that the BPO staff are providing the right next steps towards service resolution or problem diagnosis.
Nutzung der Gig Economy zur Ergänzung Ihres Contact Center-Personals
Freiberufliche Agenten sind eine nützliche Ergänzung, die es Contact Centern ermöglicht, den Personalbestand leicht zu erhöhen oder zu verringern, um saisonale Schwankungen, ereignisabhängige Nachfrage und Abwanderung zu bewältigen.
Im Gegensatz zu anderen CSRs oder Agenten repräsentieren freiberufliche Agenten auch Ihre Marke. Wie können Sie sie nutzen, ohne die Servicequalität und den Markenwert zu beeinträchtigen? Wir werfen einen Blick auf einige Best Practices für den Erfolg.
BPO 2.0: Der Weg zur Innovation
What’s important for a BPO company? Cost was. Value is. How do you stay ahead of competition and thrive in a fast-growing, crowded market with limited pricing power? We share our thoughts.
Ein unglaubliches Beispiel aus der Praxis für KI-Beratung bei der Arbeit
A newbie agent for a utilities company actually saved a customer’s life! eGain’s AI+knowledge solution guided him to offer the right advice to the customer, at the right time — right before their house exploded. Hear it for yourself.
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