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