New York, NY, April 15th, 2019 –Today, Shelf announced that it was awarded “Best Ease of Use” from Capterra, which lists an array of Knowledge Management tools reviewed by real customers. Capterra which is owned and operated by Gartner is, one of the best-known software review sites, connects businesses with software that improves their operations.
Knowledge Management Systems (KMS) may be the single most impactful technology to help centers improve performance because agents are at the crossroads of contact center excellence.
An agent’s ability to answer pressing customer questions simultaneously impacts many key contact center metrics:
- The time it takes to answer questions, Handle Time
- The ability to resolve customer issues on the first call, First Contact Resolution
- The need for other people to be brought into a customer conversation, Call Escalation
- The ability for agents to handle increasingly diverse and complex contacts without extensive training and specialization
Contact center leadership understands the potential, but many fear that the knowledge management system challenge is too big to tackle. So companies create workarounds to the detriment of their customers and their contact center. It’s time to acknowledge the problem and solve it.
Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make Knowledge Management Systems effective.
It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just one episode of waiting too long for a customer service agent to resolve their issue.
In light of these facts, it’s little wonder that average handle time (AHT) is a leading indicator of the success of many contact centers. In an effort to reduce the time agents invest in finding solutions to customer problems, contact center managers have introduced a range of training programs and procedural upgrades. However, these attempts continue to fall short. So we’ll review some of the things that aren’t working in 2019, and how AI can make some of these problems a thing of the past.
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