ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS
CCNG
SEPTEMBER 27, 2023
This causes longer average speed of answer and higher abandonment rates. A knowledge management system can be used with all agent channels and should have an AI component. It’s a vicious cycle. When agents are frustrated with back-to-back calls, emails, text, and chats, don’t “no call no shows” and absenteeism go up?
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