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.
Continue reading “How AI is Reducing Handle Time and Improving Customer Experience in 2019”
This post originally appeared on our partner, Genesys’ website.
Despite advances in technology and management practices, customer service statistics haven’t improved over the last four decades. A recent study from Arizona State University found that, back in 1976, only 44% of respondents were happy with the resolutions after approaching customer service representatives. Fast-forward to 2012, and researchers got the same results.
In a call center environment, average handle time (AHT) is a big factor in overall customer satisfaction. Customers who wait too long are more irritable and harder to appease. And real-time resolutions have less effect on a customer who’s already frustrated. Even with the most modern programs, call centers still struggle with AHT; however, managers can take some steps to shorten AHT without lowering customer service standards.
The contact center of the past is filled with unnecessary friction around their knowledge management system because it’s been hard to know what’s working and what isn’t. This makes administering them a guessing game that is both time consuming and ineffective leading to inaccurate, out-of date content that hurts the customer experience.
Deloitte found that 62% of surveyed businesses recognized that customers use their call center experiences to determine which companies are most deserving of their dollars.
While metrics and training techniques give managers a great deal of insight into what makes a positive call center experience, these tools have limited abilities that leave large holes in a manager’s understanding of what is actually happening on the phone lines. How can managers crack the black box of agent activity, increase transparency, and realize greater levels of customer satisfaction?
Continue reading “Next Gen Knowledge Management Systems: Opening The Black Box”
The new year is a great time to set goals for the upcoming year. But what is the most important thing to work on, especially when it comes to managing a contact center? While some issues are constant, each year brings with it a new set of priorities to consider, and the biggest contact center challenges and priorities for 2019 are no different.
Continue reading “Biggest Contact Center Challenges and Priorities for 2019”
While call centers made significant strides in 2018, many are struggling to keep up with rapidly evolving demand for advanced technologies, improved agent experiences and enhanced customer journeys at the frontline.Continue reading “How AI Can Help Call Centers Meet Evolving Customer Demand in 2019”
CC Image courtesy of Will Lion)