Knowledge That Helps Your Agents Works Smarter...Not Harder

Overview

The Challenge

Information access challenges devalue your service and gouge your bottom line. Your contact center agents burn hours—every week—searching for answers as customers wait. Neither party enjoys the experience. Meanwhile, with every interaction, the loss in productivity adds up. Your costs rise, while customer satisfaction declines.

Most knowledge base or knowledge management systems (KMS) are not designed to meet the dynamic—often urgent—needs of a high-volume contact center. These technologies cannot effectively address the wide-ranging and rapidly changing nature of consumer contacts and inquiries.

The reality is that these solutions deliver too much irrelevant information in a format that is not "customer-ready." In addition to sorting through long lists of links to (hopefully) locate the right information, agents must also take time to figure out how they should organize and present it to effectively address the customer's question. The more products in the mix, the more time consuming and frustrating these processes become. Quality of service suffers because: agents deliver incomplete, inconsistent or inaccurate information; issue resolution is slow; call escalations are high; and hold times are far too long

 

It's time for a better approach.

Our RealDialog Agent Assist knowledge management solution provides your contact center associates with a single interface for quickly accessing data from key information sources within and outside of the enterprise. It delivers the precise information needed to answer customer questions, resolve complex issues, and deliver a quality, branded customer experience across all channels.

Using this remarkably easy tool, agents at all experience levels interact with confidence. They are no longer distracted or flustered by attempting to navigate multiple applications to hunt down answers. They have immediate access to information. Resolving issues and delivering a great overall customer experience become their only areas of focus. A differentiating level of service emerges through personalized, higher-quality interactions.

The extensive capabilities of RealDialog Agent Assist reduce handling time, transfers and escalations. New agents require less training and ramp-up. They are readily prepared and equipped to provide your customers with exactly what they need. And all of your agents are free to focus on higher-value tasks without the pressure of delivering faulty information that can lead to bigger problems down the road.

By leveraging our intelligent Web self-service solution, you deflect a significant percentage of calls and emails from the contact center—at a fraction of the cost—without compromising the quality and consistency of your service.

Capabilities

Our customer service knowledge management capabilities include:

Delivers answers and guidance on-demand

• Our RealDialog Agent Assist knowledge management software provides your agents with a "virtual expert" that helps them answer questions and resolve issues. They simply input a customer's question in their "natural language" and quickly receive the guidance and answer they need in the form of a direct text response, a paragraph within a document, or a specific file (spreadsheet, image, sound, or video). Your agents are no longer taxed with guessing which keywords to use, or drilling down through pages of search results for the answer they need.

Delivers content to enhance the customer experience

• When appropriate, RealDialog points to any type of existing enterprise content (documents, sound and video files, customer data, etc.) that supports/enhances a response. Your voice, email, and chat interactions take on a new level of value.

Provides quick and easy access to multiple data sources

• RealDialog knowledge management software dramatically simplifies and improves the process for accessing relevant information, while minimizing the time and guesswork involved in locating product details. It enables agents to quickly access a wide variety of data sources inside and outside the company through a single user interface.

Guides agents through complex conversations and decisions

• When an initial question lacks sufficient information, RealDialog knowledge management software guides your agent through a conversation with the customer, prompting them with specific questions and responses to get to the heart of the issue and its resolution.

Helps agents quickly personalize responses for the customer

• RealDialog knowledge management solution retrieves and incorporates user– and product–specific information (from ePowerCenter, customer databases, order and warranty systems, and more) into the responses delivered to your agents. Your customers appreciate acknowledgement of their history with your company. The solution provides accurate and relevant details that thoroughly address customer needs, while ensuring response accuracy and consistency.

Assists agents in supporting multiple brands and product lines

• RealDialog knowledge management solution enables companies to deliver differentiated responses by brand and user type (customer, employee, partner, etc.). It provides greater control over the messages associates deliver to ensure a branded experience, every time.

Assists in responding to inbound email inquiries

• Integrated with our ePowerCenter CRM solution, RealDialog evaluates an incoming email and automatically selects or suggests the appropriate reason/issue code for your agent. It also delivers a suggested response. This can save up to 45 seconds or more off email handling time.
• The addition of RealDialog Agent Assist helps agents quickly respond to customer emails by retrieving accurate information, answers to questions contained in the email, and by selecting appropriate reason/issue codes for the agent.

Enables seamless, cross-channel service

• RealDialog Self-Service can escalate the entire transcript of a self-service interaction to a live agent for assistance via phone, email, or chat. The agent picks up exactly where self-service left off, sparing the customer the hassle of repeating their situation. They quickly get what they need.

Identifies content holes for continuous knowledge base improvement

• Reporting capabilities pinpoint the questions that contact center agents were unable to properly answer, prompting administrators to author the specific content. Non-technical users can make knowledge base improvements quickly and easily, ensuring the answer is in place should the question surface again.

Captures and communicates customer wants and needs

• RealDialog knowledge management software provides companies with insight into the questions agents and customers are asking, enabling them to prioritize accordingly. It analyzes and organizes thousands of user questions so that valuable feedback can be shared within the contact center and across the enterprise. The organization secures an accurate view of customer needs and can prioritize accordingly.

Integrates with ePowerCenter (or your CRM desktop) for enhanced functionality

• Integrated directly into ePowerCenter (or other CRM system), RealDialog automatically interprets inbound inquiries, creates cases, and serves up answers based on case information. The integrated solution provides powerful tools, assistance and automation that expedite case processing and issue resolution.

Benefits

Our knowledge management solutions bring numerous benefits, including:

• Enhances the customer experience and improves satisfaction across all channels.
• Cuts handling time and hold times by up to 33 percent. Depending on the volume and type of calls you handle, you can save hundreds of thousands in labor costs each year.
• Improves first contact resolution while reducing transfers and escalations.
• Improves interaction quality across channels: Pre-approved, high-quality responses enable greater accuracy and consistency.
• Improves agent productivity and satisfaction by enabling agents to perform like "experts," regardless of their experience level.
• Improves contact center operations by helping agents: quickly deliver accurate responses; eliminate miscoded calls; drive workflow; and improve service quality and efficiency.
• Reduces training costs and ramp-up time.
• Increases the use of lower-cost self-service channels without diminishing the customer experience.
• Reduces the overall cost of supporting customers, while reducing the workload at the call center.
• Improves revenue generation in the contact center by assisting agents in cross-selling and add-on sales.
• Reduces risks and liabilities due to inaccurate or faulty information.