And the number of access channels customers use to contact the centers has increased. Add to this the increasing number of product and service offerings and you get a real sense of the extent of the call for help problem. Agents are having more difficulty staying abreast of the answers to all of the questions they are fielding. When they call for help, it is not always available. Supervisors may roam the floor answering questions and may have the time to stand behind agents until the customers' problems are solved, thus assuring first-contact resolution.
Every manager has to examine the options for providing support.
The solutions are often complex and one size does not fit all. Or you can use a combination of these options. Knowledge Database We can count on the fingers of one hand the industries we believe could do without knowledge databases. Harnessing technology to transfer knowledge is essential. Agent database use is often the first step in the process of allowing customers with Internet access to serve themselves.