Better Work From Home Productivity For Contact Center Workforce

The need for knowledge management increases while resolving to work from home. Agents while answering queries cannot put the customer on hold to check with a floor supervisor. A well updated and extensive knowledge management system for agents helps in easy findability & actionability while resolving tickets.

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Better Work From Home Productivity For Contact Center Workforce

Challenges in work from home culture

Lack of supervisor support

Lack of supervisor support

An office set up tends to have an elaborate hierarchy of command chain thus establishing a clear chain of action. Supervision thus helps to guide and carve out best from within an employee all of which gets missing while agents work from home.

High AHT & agent error

High AHT & agent error

While an agent is working from home, poor connectivity and scattered team might result in feedback is not getting worked out. Knowledge thus requires more time to be searched increasing AHT while no updates available at hand increase agent error too.

Ineffective & longer trainings

Ineffective & longer trainings

A major portion of a successful agent training relies upon the knowledge of use of empathy and soft skills. With long distance training, such minute details might not get worked upon thus making the overall training exercises turn ineffective and longer.

Dripping CSAT & NPS scores

Dripping CSAT & NPS scores

Customer satisfaction score is largely affected while working from home in absence of technological support as the agent might not have access to all means required for a successful session. This negatively affects the NPS score due to an unsatisfied customer.

Tech adoption & usage

Tech adoption & usage

With on boarding of remote agents; it becomes difficult for them to be well versed with the tools including CRM, telephony, chat platform and more. This often leads to delivery of wrong information, incorrect tagging of tickets, and disruptions in taking trigger based actions to resolve issues.

Work from home benefits

Findability and searchability of right answers becomes as easy as essential it sounds to be. The knowledge base created by our product experts is not only tested multiple times but is also customized according to the tone and requirements of your organization aiding work from home services

Accurate resolutions

A great library of all information sorted channel wise saves a lot of time. This process is further eased by elastic search feature thus popping up the needed piece of article or module by merely typing in the related keywords.

Content dissemination

With work from home in affect, the agents can be remotely taken on board and be trained for handling different customers from various processes. The customized training material can be circulated with a series of QMS to ascertain agent quality level.

Remote on-boarding

The feedback received from the users and the callers can immediately be received and analysed by the experts at the back end. The integrated platforms are thus tested live against the satisfaction value delivered to the customers.

Feedback management

The products too develop out of the box and all the product refreshers need to be conveyed and explained to the agents and experts. Proper FAQs and knowledge material is prepared to help agents and executives close tickets quickly.

Regular updates

Knowledge management features for work from home culture

Interactive augment reality software resolves complex queries and simplifies customer interactions through live camera via remote screen access while agents work from home. This streamlined technical process for support teams and customers has a step-by-step intuitive workflow.

Interactive how to guides

It is the visual assistance that agents need while handling complex customer interactions. Picture guides ensures best for agents and users by allowing faster and efficient resolutions using images as a better tool as compared to words.

Visual support

Knowledge base of an organization is its entire data created and curated. A content management system with connected cloud repository of multiple devices to make information easily accessible across all touch-points lists the service and parts guides and catalogue digitally.

Digitized service manuals

Learning management system is a boon for the experts to learn specifics about product and the consumer behavior thus helping them fair better at communication with confident and persuasive tone delivering compact FCR resolutions through a single knowledge platform.

Unified repository

Impact of work from home for different users

Agents

Agents

In a highly dynamic environment as that of AR, the contingent forces are strong and require a specialized hand in the same. When a robust knowledge base is a given, the struggle for better performance no more remains a pressure when agents work from home.

Customers

Customers

With self service enablement, it becomes feasible for customers to decide the mode of help. Consumers feel privileged when given an option to choose from; and what better than freedom from long and hammering call center ring tones.

Operations supervisor

Operations supervisor

Role of operations supervisor is of inevitable importance as well. The query pertaining to a financial problem involves a lot of brainstorming resulting in an impatient caller. This caller if lost here, will be a customer lost from sale counter too.

Field executive training

Field executive training

Onboarding of field experts, in reality is one of the most crucial parts of recruitment. Experts with good mechanical and vocal skills are trained in accordance with organization’s products and knowledge aiming to achieve higher levels of C-SAT & FCR.

Digital team

Digital team

Majorly responsible for digital transformation of a company backed by robust strategy and planning; an engaging and interactive website or app can reap conversions if it’s friendly and compatible enough for the search engine to crawl through.

CX heads

CX heads

Consumers can reach out to you through app, website, bot, WhatsApp, social media, text, and call 24×7. Any loophole evident results in degradation of CX and NPS. It is thus essential to prevent any decrease in agent efficiency, learning, and quality.

Our expertise in industry driven framework

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Case studies

Knowledge Hub

Knowledge Hub

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Integrations with tools that you choose

Explore integrations that make your day-to-day workflow more efficient and familiar.

Salesforce
Ameyo
Talkdesk
Genesys
Ym
3rd Party
Applications
CRM

Custom CRM

Bot

Chatbots

OMS

OMS Platform

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