Table of contents Work for which knowlge recommendation is suitable approach to success The future of knowlge recommendation summary Work for which knowlge recommendation is suitable Centers that should consider introducing a knowlge recommendation tool Contact centers face many challenges. Advanc knowlge is requir there is a lot to memorize and there is a lot of accumulat knowlge Manual searches by operators take time to find relevant knowlge.
Operators spend more time searching
For knowlge and QA resulting in longer hold times A new operator cannot use the knowlge tool well I don t know what keywords to search for in response to customer inquiries There is a lot to learn fore new operators arrive and it takes time to train them. Operators feel bu Thailand Phone Number List rden to learn and quit fore coming a full flg operator I think it s a story that I often hear at every center although there is a difference in degree. In the past we spent a lot of time ucating people and solving problems by nurturing them. However the role of the contact center has chang it is difficult to recruit and simple inquiries are ing replac by automatic responses such as chatbots so the burden on operators is increasing. For this situation a knowlge recommendation tool that automatically displays.
Knowlge on the screen is effective. Of course
There is a construction cost to introduce the tool but if you implement the correct introduction approach in a center with a certain numr of seats seats or more it will effe Email Data ctive and you can expect to recover the investment in a relatively short period of time. Here we will recommendation tool fore and after the introduction and explain how to quickly and reliably improve operator productivity and quality and maximize the return on investment.