Customers rank getting their question or issue resolved first time round as the most important factor when contacting an organisation.
Our Artificial Intelligence (AI) managed over 100 million agent competency interventions last year in contact centres around the world. On average – pre-intervention – agents knew just 52% of what their employer required them to know to optimally perform their role and service their customers.
Agent knowledge gaps in critical areas relating to policy, process, product specification and general enquiries were cited as leading drivers of poor First Call Resolution and customer experience.
Download this free e-guide to discover how Microsoft utilised world-leading contact centre AI from Elephants Don’t Forget to:
Discover why AI that enhances customer experience tops the list of solutions that the UK’s leading contact centre professionals are sourcing in 2022/23 according to findings from the recent Contact Centre & Customer Services Summit. *
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