Post by shiyabul on Aug 20, 2024 5:59:02 GMT
Having such a KMS can differentiate success and failure. With a well-maintained system, agents, customers, and yes chatbots can find the answers they need quickly and accurately. But without it, outdated or lengthy documents can be especially difficult for people (and machines) to find the correct information, leaving agents and customers feeling like they’re on a wild goose chase.
The Challenges of Finding Information I understand firsthand https://lastdatabase.com/ the challenges agents and leadership face in finding the information they need due to an outdated and inaccessible KMS. Pre-COVID- pandemic, agents were sent OneNote files via email, but this process was time-consuming as they had to wait for the entire file(s) to download and launch. This often led to longer hold times and agents placing callers on hold while they walked over to mentors and leadership, or turning to their neighbors who weren’t on calls.
This, in turn, resulted in longer Average Handle Times (AHTs) and the possibility of the callers hanging up and new calls entering the agents’ phone lines. This scenario was an incredibly inefficient way of accessing the necessary information, leading to frustration and missed opportunities. Yes, all this walking around did help our agents get their steps in for the day.
The Challenges of Finding Information I understand firsthand https://lastdatabase.com/ the challenges agents and leadership face in finding the information they need due to an outdated and inaccessible KMS. Pre-COVID- pandemic, agents were sent OneNote files via email, but this process was time-consuming as they had to wait for the entire file(s) to download and launch. This often led to longer hold times and agents placing callers on hold while they walked over to mentors and leadership, or turning to their neighbors who weren’t on calls.
This, in turn, resulted in longer Average Handle Times (AHTs) and the possibility of the callers hanging up and new calls entering the agents’ phone lines. This scenario was an incredibly inefficient way of accessing the necessary information, leading to frustration and missed opportunities. Yes, all this walking around did help our agents get their steps in for the day.