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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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Enterprise knowledge management system helping achieve CX goals
