Knowledge Management
The Challenges in a Contact Centre.

  • High agent turnover
  • Long agent ramp time
  • Lack of content/agent insight
  • Tribal knowledge not being captured

  • Providing accurate and consistent information to customers through multiple channels
  • Long AHT, Low FCRR
  • No knowledge feedback loop
  • High customer self-service abandonment rate
  • Costly to maintain disparate systems

Knowledge Management for Agents
  • Improve agent productivity
  • Provide consistent answers
  • Reduction in training hours for agent
  • Increase first call resolution
  • Increase customer satisfaction

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