Your contact center is a superhero? You might be surprised—after all, contact centers are often:
Not exactly the standard definition for a superhero. But for customer-centric organizations, the term “contact center superhero” is an accurate—and multi-faceted—description. It’s up to you whether or not you endow your contact center with exceptional, superhuman abilities, so your company truly can become customer-centric.
Profile of a Contact Center Superhero
The heart of a customer-centric organization is the contact center. This is the frontline to your customers, the source and sustenance for the customer intelligence lifeblood critical to your success. Companies that are superheroes:
The Men and Women Behind the Scenes
It makes sense that superhero contact centers need to be staffed by exceptional people with distinct skill sets. These stellar agents:
And, as you can imagine, it takes a special kind of leader to create and maintain a superhero contact center staffed by superhero agents. These leaders:
Publish Date: October 6, 2016 5:00 AM
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.
Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.
Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.
Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
|Data is everything in the new era of customer service||May 20, 2019 5:00 AM|
|Real-Time Adherence – the art of smarter scheduling||May 8, 2019 5:00 AM|
|Evolving employee engagement with Workforce Management (WFM)||April 30, 2019 5:00 AM|
|Guest Blog: There’s a brighter future for contact centre agents||April 12, 2019 5:00 AM|
|Centralized or de-centralized WFM: 5 ways to strike the perfect balance||April 8, 2019 5:00 AM|
|How patient are your customers? Erlang A may have the answer||March 25, 2019 5:00 AM|
|Evaluating if the integration between your WFM & CX platform will be a big “Yes”||February 25, 2019 5:00 AM|
|The whole organization is a customer service center – not everyone knows it yet!||February 4, 2019 5:00 AM|
|Resistance to change – the arch nemesis of customer experience||January 22, 2019 5:00 AM|
|5 steps to supercharge your customer service with contextual intelligence||January 7, 2019 5:00 AM|