Upskill your agents

Shorten onboarding & time to competency. Arm your agents with the right tools & training to reduce AHT & repeat calls.

Reduce complexity with an integrated knowledge base
Shorten the time to competency with targeted onboarding
Reduce average handle time (AHT) & repeat calls

Reduce complexity with an integrated knowledge base

As the incoming requests to your contact center are becoming more complex, agents interact with 8 or more separate programs & applications to support customers each day. 

To reduce complexity and enable agents to focus on the customer, we connect disjointed systems. Our integrated knowledge base combines all relevant content & assets in one place and makes them searchable. No more scattered information across different platforms.

Our proprietary content management system ensures current and consistent information across all customer touchpoints. When content changes are made in the centralized knowledge base, those changes are automatically updated throughout all available touchpoints. This ensures consistent experience whether the content is accessed via online support, contact center application, retail application, support app, community forums, social support or any other channel.  

Shorten the time to competency with targeted onboarding

With targeted onboarding and accelerated learning techniques, we turn new agents to super users in no time. With online crash courses, interactive product-walkthroughs, and step-by-step tutorials we shorten the time to competency.

Our well-structured expert knowledge educates agents on how to tackle the most impactful call drivers and provides all relevant content & assets in one place. With videos & 3D models, we simulate the device in-hand experience and reduce the need for physical device samples.

We keep agents on top of the latest support updates with dynamic call driver dashboards, frequent news and insights.

Reduce average handle time (AHT) & repeat calls

With visual tutorials, step-by-step instructions, and interactive troubleshooters we enable agents to solve increasingly complex support requests. We turn beginners to super users with targeted onboarding and accelerated learning techniques.

Combining all relevant content & assets in a searchable knowledge base makes it easy for agents to find answers to customers’ questions.

Providing the right tools & training to agents results in shorter AHT, fewer repeat calls & escalations to second-line agents.