Talkdesk

MARCH 24, 2020

In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base. Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. .

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

Talkdesk

SEPTEMBER 18, 2020

Provide access to knowledge Agents need to have access to the right knowledge, not just for the top inquiries, but for any issue they might encounter. A well-organized knowledge base with easy findability and searchability helps agents access the right information at the right time for accurate and timely resolutions.

Self Service 116

Self Service Management Net Promoter Score Average Handle Time 116

NobelBiz

MAY 21, 2024

Helpdesk and ticketing system integration facilitates efficient issue resolution and better collaboration, while integrating a knowledge base and self-service tools empowers agents and customers with easy access to information, leading to faster resolutions and continuous improvement.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

Natalie Petouhof

FEBRUARY 17, 2016

Increases in Average Handle Time (AHT) for phone, email, chat and social media  . Inefficiencies in self-service, call deflection, agent-assisted related support costs and knowledge base capabilities  . Requirements to add staff to handle more customer calls or call spikes.

ROI 40

ROI Report Self Service Customer Service 40

TechSee

JUNE 25, 2019

The same computer vision AI technology that interconnects humans with technology to provide superior CX can also be utilized to reduce contact center agent workload through better agent decision-making and company-wide knowledge sharing through the creation of dynamic visual knowledge bases. High-level data analysis.

Technology 122

Technology Customer Service Contact Center Gamification 122

Pointillist

MARCH 1, 2019

When a single agent handles the call from start to finish, the resolution is faster and the customer satisfaction is much higher. Agents are often measured on Average Handle Time (AHT), which is a measure of the time spent by an agent to handle a request. Having a product knowledge base handy often helps.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Pointillist

MARCH 1, 2019

When a single agent handles the call from start to finish, the resolution is faster and the customer satisfaction is much higher. Agents are often measured on Average Handle Time (AHT), which is a measure of the time spent by an agent to handle a request. Having a product knowledge base handy often helps.

First Call Resolution 40

First Call Resolution Self Service Call Center Effort Score 40