Customers expect effortless and quick service. When they connect to an agent, they want someone who can resolve their issue the first time. And call center agents can deliver instant gratification if they have to spend time digging through information and various systems to find the answer. Uninformed agents aren’t only frustrating to customers, it doesn’t feel great for agents either. One way to reduce employee turnover, prevent call center burnout, decrease agent attrition rates, and improve employee experience is through effective content management. Give the agents the right answer as soon as they need it using knowledge management software. Watch now to see how NICE CXone Expert proactively supports customers and improves employee engagement.
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