Empower Your Contact Center Agents with the Right Answer at the Right Time
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.
The problems are obvious: 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 questions and inquiries.
Contact center knowledge management systems deliver too much irrelevant information in a format that is not “customer-ready.” So in addition to sorting through long lists of links to (hopefully) locate the right information, contact center agents must also take time to figure out how they should organize and present it to effectively address the customer’s question.
As a result, quality of service suffers because: contact center agents deliver incomplete, inconsistent or inaccurate information; issue resolution is slow; call escalations are high; and old times are far too long.
Your contact center is ready for a better knowledge management solution. 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 your
agents need to answer customer questions, resolve complex issues,
and deliver
a quality, branded customer experience across all
channels. The process is
remarkably quick and easy.
Numerous Benefits
- 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 call center agents to perform like "experts,” regardless of their experience level.
- Improves contact center operations by helping call center 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.
With our RealDialog Agent Assist knowledge management solution call center agents at all experience levels interact with confidence. With immediate access to information, they are no longer distracted by the hunt for answers. They maintain focus on resolving issues and delivering a great overall customer experience. 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.
Features and Capabilities
RealDialog Agent Assist 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 answer and guidance 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.
When appropriate, RealDialog Agent Assist 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.
RealDialog Agent Assist 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.
When a customer’s initial question lacks sufficient information, RealDialog Agent Assist 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.
RealDialog Agent Assist retrieves and incorporates user- and product-specific information (from ePowerCenter, customer databases, order and warranty systems, and more) into the responses it delivers 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.
RealDialog Agent Assist 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.
Integrated with our ePowerCenter CRM solution, RealDialog Agent Assist 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.
RealDialog can escalate the entire transcript of a self-service interaction to a live agent for assistance via phone, email, or chat. The agent can picks up exactly where self-service left off, sparing the customer the hassle of repeating their situation. They quickly get what they need.
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.
RealDialog 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.
Integrated directly into ePowerCenter (or other CRM system), RealDialog Agent Assist 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.
To learn how knowledge management solutions by Astute Solutions will empower your agents while streamlining your contact center efficiencies, download a brief overview of our RealDialog Agent Assist Solution, or Contact Us today!
Next steps:
Download a brief overview of our RealDialog Agent Assist solution
View the article: The 2009 CRM Service Awards: Service Elite—Bath & Body Works: Spiffing Up the Center
Download our success story: Unilever—Consumer Packaged Goods Giant Leverages Knowledge Management Solution in Support of Over 90 Brands
Download our solutions guide: Empower Employees
Download our RealDialog Agent Assist brochure for a deeper dive into RealDialog's capabilities and impact
