Chris Douglas

Director Member Services Accor Plus

25 FEBRUARY 2021: HYBRID DAY 3

Thursday, February 25th, 2021

1:10 PM Building a Dynamic Knowledge Base for Agents, Customers and Staff Alike to Create (and Keep) the Omni Agent

We’ve delved into the importance of attrition, culture and training but how does all this lead to ensuring we have a future workforce that has multiple omni agents?

The solution to this is to incorporate a dynamic, integrated knowledge base that advises your agents on ways they can address customer concerns quickly and seamlessly.

Learn the importance of having the technology in place that will support your people, and why with it, your agents (both new and old) will be thanking you for years to come!

  • Working with your providers to create a seamless backend knowledge base that supports and advises all contact centre agents
  • Removing siloes across all branches of the industry to drive greater customer visibility through system technologies
  • Ensuring your customer concerns are always addressed through first call resolution by guaranteeing the right technologies