/Knowledge Automation

Key Takeaways from Customer Complaints on Twitter

Customers hate waiting on hold, end of story. We all know that, it is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with an issue that requires a little more expert knowledge, he is often put on hold for an unacceptable amount of time listening to the annoying 25-years old polyphony. Of course, an agent can’t know the full scope of possible inquiries by heart, but try explaining that to a customer who spent the last hour stuck in the cobweb of a call center. Underlying causes of poor customer service Books, guides, articles keep on covering the same, almost traumatic, pitfalls of dealing with a [...]

By |2020-06-17T09:44:42+00:00June 3rd, 2020|Categories: Knowledge Automation|Tags: , , , , |Comments Off on Key Takeaways from Customer Complaints on Twitter

5 Ways to Leverage AI and Agent Assist to Improve Customer Experience

This blog post was originally published on Genesys blog.  The percentage of “difficult” enquiries has more than doubled since COVID19 started to hit the global economy. Forcing companies to be remote places incredible pressure on your communications and support processes. It's obvious that an employee just can't get up from their desk and ask their neighbor for an answer or flag down a supervisor. And if the answer isn't known and can't be found, as a customer, it's super frustrating to be placed on hold for what feels like forever. Not having the right answer has become more expensive than ever.  So let’s talk about solutions. Here are 5 new technologies  you can immediately use to improve [...]

By |2020-06-22T17:00:57+00:00May 27th, 2020|Categories: Knowledge Automation|Tags: , , , , |Comments Off on 5 Ways to Leverage AI and Agent Assist to Improve Customer Experience
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