Surfacing up-to-date knowledge to customer care agents, to deliver consistent, accurate and effective support, first time and every time. Agent Expert increases first call resolution and reduces the average handling time.

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.

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Reduce Customer Churn

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Improve Customer Satisfaction

reduce-costs

Reduce Support Costs

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Increase Product Knowledge

Key benefits:

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:

relevant-answers

Relevant

Continuous analysis of questions your customers are asking to ensure the answer is always available

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Dynamic

Personalised, responsive device guides to deliver the optimal branded customer experience

contribute

Contribute

Two-way feedback loop between agent and knowledge team ensures continual updates

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Device Intelligence

Detailed information on specifications and capabilities of all devices

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Virtual Device

Simulations of the User Interface with Freeroam interactive guides

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Trustworthy

Tested, validated support content with a SLA to ensure the correct answers are always available

Features & Advantages

Features Advantages
Improvements to key target metrics
  • Average handling time (-AHT)
  • Time to competence (-TTC)
  • Call transfers / Call containment
  • First call resolution (+FCR)
  • Next call prevention (+NCP)
  • Customer satisfaction (+CST)
  • Employee satisfaction (+ESAT)
Knowledge types Device knowledge:

  • How to guides
  • Walkthrough guides
  • FAQs
  • Device specifications
  • Troubleshooting guides
  • Decision flows
  • Known issues
  • Virtual device

Non-Device Knowledge:

  • Processes
  • Campaigns
  • Promotions
  • Billing
Analytics & Insight
  • Web based dashboard for management information and insight
  • Analysts focused on identifying emerging or trending customer experience issues
Underpinned by Knowledge Management Process
  • Proactive knowledge production ensuring availability at first contact
  • Evergreen knowledge management throughout device and service lifecycle to maintain relevance

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