News : RAC Delivers Consistent Answers on the Road With Transversal
Oct 29, 2014 -- Motoring services provider the RAC has, for the first time, made its core knowledgebase available to field agents. Powered by Transversal, ‘Ask RAC’ gives the agents access to the same information and support as their colleagues in the contact center and, in doing so, enables consistent information to be delivered across multiple customer channels.
The Transversal solution was first introduced at the RAC last year to assist with the effective and efficient resolution of the increasing number of calls that were coming into the contact center. At its heart is a dynamic, centralized knowledgebase that enables agents to find the information they need, when they need it and provide a consistent answer back to the customer.
"Our field sales agents travel all over the country selling RAC products and services to customers all over the UK, and Northern Ireland. Our aim is to provide our Direct Sales Force agents with the correct support and advice to our customers when out representing the RAC brand. It is just as important for us to bring our support to them, as it is our contact center agents. " said Jacqueline Smith, Senior Planning Recruitment and Training Administrator at RAC.
Posted by Veronica Silva Cusi, news correspondent
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Transversal is a UK provider of Knowledge Management solutions for customer-facing websites and contact centres. By changing the way information is shared between customers and staff, Transversal enables organisations to transform the quality and efficiency of customer service.
Published: Thursday, October 30, 2014