contact center solutions Customer Support Knowledge Base Quality management 
Enghouse Interactive
JULY 7, 2020
With easy access, they can be geographically deployed, facilitating the delivery of “follow the sun” customer support. Agents are Experts… A Knowledge Base Ensures They Are. As previously noted, people have become very adept at dealing with online support as their first point of contact…and most prefer it.
Enghouse Interactive
SEPTEMBER 1, 2020
In addition to supporting your online web-tools and FAQ, there is also the opportunity to look at establishing a centralized repository of more detailed, specific or even highly technical information that is accessible by customers, contact center agents and technical personnel. your FAQ on steroids.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Enghouse Interactive
JUNE 17, 2020
Yet, even after having fully integrated Teams with an advanced omni-channel Contact Center solution, there are significant opportunities to further enhance a contact center’s ability to engage with customers. Help Customers Help Themselves with Self-Service. Knowledge Bases.
Enghouse Interactive
OCTOBER 13, 2020
A typical example would be to use that extracted insight to interface with an associated knowledge base and then recommend a process, script, or document to help deal with the situation or need at hand. This works, but only when using the right dataset.
Enghouse Interactive
OCTOBER 12, 2021
Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Implement AI to capture data across the Customer Journey. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it.
Enghouse Interactive
OCTOBER 21, 2020
That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.) and that each customer interaction will take longer and be more involved because the self-service offering will take care of the routine customer inquiries.
Enghouse Interactive
JANUARY 13, 2021
Using cloud contact center platforms drives more revenue (54.1% Improves customer satisfaction ratings (39.2% With improved access to Knowledge Bases, AI developed proactive solution proposals and better repetitive issue deflection, speeds up responsiveness and treats exceptional cases with the priority care they require.
Expert insights. Personalized for you.
59 
Let's personalize your content