The power of knowledge is often underestimated. If you can enable your service agents with the right answers at the right time, they can solve customer issues faster, increasing their productivity. Empowering your customers to access those same answers through self-service channels means increased call deflection and an effortless customer experience. Achieving these objectives result in happier customers and reduced service costs.
Unfortunately, that’s harder than ever to do these days because customers are seeking knowledge in more channels than ever before. Your customers are spending less time calling into contact centers, and instead turning to your website, Google, community forums and social media channels to solve their problems.