Remove contact center solutions Remove Interactive Voice Response Remove Knowledge Base Remove Quality management
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Abandon the Status Quo Now

Enghouse Interactive

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. IVR / Mobile IVR / Chatbots / CRM integrations. Knowledge Bases.

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Super-Agents Are Real (Blog #2)

Enghouse Interactive

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.

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Better Together (Blog#3)

Enghouse Interactive

By providing quick access to standardized responses, customers can minimize their downtime, dealing with their problem when it’s most convenient for them, minimizing the need for live agent transfers. This works even better when also integrated with a knowledge base, providing customers with quick reference guides or solution templates.

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Abandon the Status Quo Now Microsoft Teams Blog #2

Enghouse Interactive

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. Properly configured, a Knowledge Base helps keep agent routed calls to around 40% of all inbound inquiries.

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Empower Customers With Self-Service Blog #2

Enghouse Interactive

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.

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Contact Center Performance: How To Turn Operations Around When Things Are Going Bad?

NobelBiz

Is there a knowledge base where they may go for answers? If your answer is “No” to any of these questions then you have a plethora of productivity tools at your hands, and the most important ones are: IVR: (Interactive Voice Response): A solution aimed at increasing the quality and efficiency of your phone reception.

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Super-Agents Are Real (Blog #4)

Enghouse Interactive

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.