Agent Expert provides up-to-date knowledge to customer care agents in an easy to use, clear format. It delivers consistent, accurate and effective support, first time and every time. It will help to improve your stats for First Call Resolution (FCR) and Average Handling Time (AHT). It will reduce your training overheads, improve staff performance and reduce staff churn.
Why use Agent Expert?
Ensuring that call centre operators have reliable, accurate information at their command is key to a successful call outcome. Agent Expert is a cloud-based tool designed to surface the knowledge needed to deliver accurate and effective support, turning anyone on the support team into an expert. As a result, customer issues are resolved quickly, with less time spent on triaging the issues.
Agent Expert will analyse your customer care environment to ensure content is available that is relevant to the questions being asked about the devices in your market:
“How do I get my email on my new device?”
“Why isn’t my Wifi working?”
“How can I view this month’s bill?”
That’s right, we can even help with your billing enquiries!
Reduce Customer Churn
Improve Customer Satisfaction
Reduce Support Costs
Increase Product Knowledge
Agent Expert offers full support for process, product and campaign knowledge on fixed line, mobile, tablets, wearable tech and much more. The benefits of using Agent Expert are many — here are some of the key reasons to implement it:
Continuous analysis of questions your customers are asking to ensure the answer is always available
Personalised, responsive device guides to deliver the optimal branded customer experience
Two-way feedback loop between agent and knowledge team ensures continual updates
Detailed information on specifications and capabilities of all devices
Simulations of the User Interface with Freeroam interactive guides
Tested, validated support content with a SLA to ensure the correct answers are always available
Features & Advantages
|Improvements to key target metrics
|Knowledge types||Device knowledge:
|Analytics & Insight||
|Underpinned by Knowledge Management Process||
Want to know more about Agent Expert?
We’d love to hear from you so that we can discuss your requirements and arrange for you to see what a difference Agent Expert can make to your business.Arrange a demo
Combining intelligent solutions, delivers top results and maximises value.
Explore the possibilities: