Enghouse Interactive
JULY 7, 2020
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.
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. Knowledge Bases. Microsoft Teams Collaboration Still Needs More Tools…Close those Gaps.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Tethr
NOVEMBER 15, 2021
Their tools are applicable to teams at any scale and include offerings like supervisor desktop , specialized performance and quality management , and more. Get AI, automation, and omnichannel tools all at your fingertips on one desktop with Five9’s integrated contact center solution.
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.
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 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.) Optimize your Knowledge Base to ensure it supports a wide range of types of “Augmented Conversations” across all possible issues.
Enghouse Interactive
FEBRUARY 9, 2021
This works even better when also integrated with a knowledge base, providing customers with quick reference guides or solution templates. now) with dispersed contact centers and remote agents becoming the norm, providing timely agent support is one of the most significant hurdles for supervisors. planned, 48.4%
Expert insights. Personalized for you.
52 
Let's personalize your content