The global pandemic has created upheaval for your customers and your employees. Sudden surges in remote employees and increased customer inquiry volume and types can result in your agents feeling overwhelmed and customers feeling frustrated.
Your employees are struggling to answer new customer questions about COVID-19 without the resources they would normally access. Knowledge management can help your agents find and share the information needed to answer both customer inquiries and questions they may have themselves. Knowledge management systems can also help ensure the answers agents access are consistent, up to date, and easily accessible.
Your customers also benefit from knowledge management which allows them to find answers themselves. By leveraging knowledge management in self-service websites, customers won’t need to reach out to an agent if they can easily find the information they need about COVID-19.
顧客は質問や問題を抱えると、選択したチャネルにおいて正確な答えを速やかに得ることを望みます。Easier said than done, right?
Your products and processes frequently change, and the amount of information housed within your organization grows daily.
Customers and employees both struggle to find answers. Your team is overwhelmed by cumbersome manual tagging and linking of information.
Finally, there is a better way.
Imagine if your knowledge management software worked the same way your brain works. Imagine your software automatically understanding concepts without manual intervention.
Imagine if it worked out of the box, providing immediate benefits with a rapid cloud deployment.
It’s time to rethink knowledge management. ベリントがその準備をお手伝いします。
Verint Knowledge Management uses patented artificial intelligence (AI) to create a more automated, natural and effective way to connect people to answers.
It’s time for a knowledge management system that:
Your contact center agents field an unending stream of complex questions every day. Why not make it easy for them to find the right answers?
With the right knowledge management systems, your agents can:
Are you ready to improve agent productivity and effectiveness?
Most customers today would rather go online for help than call customer service. Self-service is now the front line of defense for your customer service organization, and must be treated as a top priority.
Verint Knowledge Management for self-service can help you:
It’s time to help your customers find what they are looking for faster.
Today’s compliance requirements are far too numerous and complex for agents to memorize all the information they need to comply.
The demand for efficient interactions also means they can’t spend time searching for the right processes to follow. Instead, agents need a reliable source of information to quickly find the most current, accurate and compliant answer.
With the right automated knowledge management system, you can:
"Verint provides one of the leading KM functions in this market."
Together Verint and Transversal are providing knowledge management solutions powered by intelligent automation. 詳細はこちら
If 2020 was all about ‘making do,’ then 2021 and beyond will be all about ‘making good.' See how the cloud plays into that. (read more)
Verint recently announced that its commitment to innovation in AI has been recognized for the third consecutive year in the AI Breakthrough Awards. …
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