Contact centre infrastructure provides the plumbing, but relevant knowledge—content and knowhow—needs to flow easily through the various ‘pipes’ to meet your Customer Experience (CX) and Agent Experience (AX) goals.
Research tells us the inability to quickly navigate and source the correct information to respond to customer enquiries is a challenge*. This is frustrating for the advisor and ultimately impacts the experience and outcome for the customer.
CCA has previously reported* that both the number of systems required to be used and ‘not being able to help customers’ are some of the most frustrating things about being a customer service advisor.
In this webinar session with partners eGain, we will discuss the latest research on the pain points that stand between customers and the experience they seek. Our expert contributors will explain how best to gather and organise knowledge, supporting customer service leaders to drive better CX and AX - while reducing costs.
*Source: Benchmark Portal; CCA Leaders are you listening? report 2018.
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