Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives. Traditionally, focus has been put on training agents to pro­ vide friendly, empathetic service, along with training on product and service information. We see these elements as constants across virtually all of our clients and contacts.

What is less consistent is the utilization of advanced tech­nology to provide knowledge to both agents and custom­ers in user-friendly, accurate ways. Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction.

In this white paper we focus on the information made available to contact center agents. While self service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self ser­vice, or the customer simply doesn’t like self service op­tions. In these cases, it is the agent who is expected to raise the customer experience to the highest level of ex­cellence possible.

How can this be done? I invite you to read on and to dis­cover the research and expert insights that show how su­perior knowledge management lifts up Agent Experienc­es, which, in turn, elevates the Customer Experience.

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