One of the biggest barriers to support agent proficiency is poor access to case-resolving knowledge. Information is everywhere, often in fragments across an ecosystem of enterprise applications, databases, and knowledge streams. For example, tech support agents at high-tech companies routinely need to access between five and 20 different applications to provide assisted support.
Recognizing that information is everywhere, innovative support leaders have also realized that a single knowledgebase can never contain all relevant information that agents and customers need. Instead, they are turning to search-based apps to reach across the ecosystem of record to empower agents with dynamic, contextual, and predictive access to information that helps them solve cases quickly. Read more and comment »
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