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Support complex diagnostic processes
Challenge
| Few industries expect their front
line agents to tackle calls as complicated
as those received by a telecom contact
center. Agents routinely get calls where
the customer says something as generic
as “I cannot connect to the Internet”
or “I cannot get email on my mobile”
or “My smartphone batter life is
too low!” These are not |
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easy problems to solve—remotely, across
multiple geography, network, device, and service
plan configurations. Typically, these questions
end up touching multiple aspects of the customer
and product such as customer account status,
service configuration, device status etc.
To complicate matters further, the customer
may be unfamiliar with the product and terminology
and agents may feel under pressure to come
up with a quick resolution.
Solution
eGain
KnowledgeAgent offers the agent a rich
set of capabilities to support complex diagnostic
processes:
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An engaging
and intuitive user experience. |
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A search
mechanism that can start with the customer’s
description of the problem rather than
some text that might be part of the
answer. |
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A highly
interactive dialogue that: |
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Guides the agent
with questions to ask next. |
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Allows the agent
to enter information as the customer
provides it. |
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Allows the agent
to skip questions if the customer
does not have the information.
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Allows re-answering
of questions without restarting. |
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Automatically answers
some questions using customer
information from other systems. |
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In the contact center one size does not fit
all. Solutions have to meet the needs of different
groups of agents. For instance:
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Novice agents
who need a lot of help and support to
structure the customer interaction.
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Experienced
agents who want a flexible solution
that ensures they don't miss any important
steps. |
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Expert agents
who want a fast track to solutions as
well as integrated access to community
content and internet resources. |
Typical results
Telecom organizations who have implemented
an eGain knowledge management solution have
found that front line agents can handle a
greater number of call types with fewer escalations
to the second line.
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38% reduction
in handset returns |
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50% reduction
in “no fault found” handset
returns |
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FIND
OUT how an eGain-powered CIH can help telecoms turn customer
service into a true differentiator |
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