Call & Contact Center Expo US

Improve Agent Experience with Knowledge Management

Get your free ticket now and join us at booth 7065 Register Today!

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March 16, 2022
March 17, 2022

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See How KM Increases Agent Satisfaction and Success

Feeling happy and engaged at work is critical to agent performance, health, and loyalty. But, high levels of work satisfaction is a big ask for customer service agents, who spend their days dealing with unhappy customers and stressful situations while trying to meet rigorous KPIs. It’s no surprise agent turnover is high and only getting worse. Yet, the key to making a real, meaningful impact on Customer Experience is to improve agent experience. And an essential step to doing that is providing agents with the tools they need to do their job effectively, efficiently, and successfully.

This is what a Knowledge Management solution can do for your agents. It can help them find the right answer exactly when they need it, so they are equipped to solve all the problems that come their way.

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You’ll leave this session with an understanding of how to support agents to:

  • Find approved answers quickly, the same way they do with a google search
  • Focus on treating customers with empathy, since they’ll no longer be struggling to find answers
  • Always get up-to-date, QA’d information with multimedia elements that make it easy to digest
  • Provide customers with a consistent response across every channel

Speaker

Fabian Fabian Eppler Sales & Innovation Director
Aarde Aarde Cosseboom Founder, Clariti Consulting
Alex Alex McBratney Partner, Adler Advisors
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