BPO’s Guide for Knowledge and Customer Experience
Discussion Pointers:
- Customer engagement challenges & overall business objectives
- Agent error & challenges while achieving SLAs
- Managing a single source of truth for all clients & processes
- Why invest in Knowledge Management and how to link it with ROI
- Importance of contextual, predictive, anywhere and collaborative customer engagement
- Ability to deliver CX Anytime, Anywhere
- How AI & automation can improve agent productivity, reduce response time and optimize costs
- How Knowledge Management Platforms can empower agents and improve their efficiency
