Resources

Five steps to agent optimisation using Artificial Intelligence

---

Customers rank getting their question or issue resolved first time round as the most important factor when contacting an organisation.

Our Artificial Intelligence (AI) managed over 100 million agent competency interventions last year in contact centres around the world. On average – pre-intervention – agents knew just 52% of what their employer required them to know to optimally perform their role and service their customers.

Agent knowledge gaps in critical areas relating to policy, process, product specification and general enquiries were cited as leading drivers of poor First Call Resolution and customer experience.

Download this free e-guide to discover how Microsoft utilised world-leading contact centre AI from Elephants Don’t Forget to:

• Increase agent in-role knowledge by 19% in the flow of work with no disruption to BAU
• Improve First Contact Resolution (FCR) by 9%
• Increase Customer Satisfaction (CSAT) by 5%
• Reduce Average Handling Time (AHT) by 12.5%
• Increase Help Resolved by 9%

Discover why AI that enhances customer experience tops the list of solutions that the UK’s leading contact centre professionals are sourcing in 2022/23 according to findings from the recent Contact Centre & Customer Services Summit. ^*

*Source: Contact & customer service centres: 2022/23 buying trends revealed - Contact Centre Summit | Forum Events

Keywords

You must enter your details in the form below before accessing this content

If you are a CCA member, Click here to sign in if you already have login details

Your name

Job Title

Company name

Your email address

Telephone/mbl

CCA takes your data privacy seriously and will not routinely share your information.

By submitting this form you agree that your data will be subject to our privacy statement

I am happy to be contacted by the report authors and partners with any appropriate follow up information and resources.

CLICK HERE TO DOWNLOAD