As customers’ requests are becoming increasingly complex, the customer service job is more demanding than ever. To find answers, agents interact with more than eight applications – shifting their focus from helping your customer to navigating internal systems.
To improve productivity and customer experience, reducing complexity is key. Consolidating all answers in a single searchable knowledge base goes a long way towards simplifying the workflow. Moreover, adopting smarter tools & training methods can accelerate the agent capability building process.
Reduce complexity with an integrated knowledge base
According to Gartner, scattered information can turn low-effort support interactions into complex processes. Disjointed tools often make it harder for agents to serve customers.
With that in mind, consolidating answers in a single, searchable knowledge base could reduce average handle time (AHT), by making it easier for agents to find the information they need.
Yet, an even greater opportunity lies ahead for organizations willing to expand their thinking beyond the contact center.
Adopting a centralized knowledge base that ensures consistent information and functionality across all customer touchpoints is what will make a real difference for your customers. When content changes are made in the centralized knowledge base, those changes are automatically updated throughout all available touchpoints. This ensures a consistent experience whether it is accessed via online self-service, contact center application, retail application, mobile app, community forums, social support or any other channel. Learn more.
Use targeted onboarding to turn new agents to experts
Up until now, one-to-one coaching has been the default education in support centers. However, Mckinsey suggests that peer-to-peer learning may no longer be the most effective way to onboard new agents.
It’s time for contact centers to take advantage of digital tools & training to build agents’ capabilities. This could be in the form of interactive crash courses, product walkthroughs, and gamification. Online content makes training more accessible and available. It also standardizes best practices and enables organizations to spread knowledge from the best coaches.
Targeted onboarding can shorten the time to competency, and quickly train agents to tackle the most impactful call drivers.
Leverage tools to improve agent & customer experience, all at once
Agents experience and customer experience are closely aligned. If your agents are experiencing frustration and friction, your customers are probably too.
That’s why organizations benefit from gaining a better understanding of how agents’ function could be improved. Gartner identifies that product complexity is one of the main pain points agents have when helping customers. In that case, the right tools will serve as a solution to improve agents’ productivity.
If product complexity is high (such as in electronics goods, SmartHome appliances etc.), visual tutorials and step-by-step troubleshooters make the support process simpler. They can guide both agents and customers with clear instructions, getting to the root cause quicker.
The right tools will not only make life easier for agents, but it will also impact service metrics like Average Handle Time (ATH) and reduce support costs by deflecting repeated calls.
Next steps: Upskill your agents
Enable agents to work smarter, not harder.
Qelp is the global leader in online self-service software & agent’s tools. We help organizations improve agents’ productivity and experience by implementing centralized knowledge bases, making existing support assets easy to find and use. We simplify training and daily work with targeted onboarding content and advanced support tools.