Today's customers expect support on their own terms, and companies are adapting by providing self-service, forums, chat, email and more. This creates challenges in the contact center that can be addressed with powerful knowledge management tools coupled with best practices such as Knowledge-Centered Support.
As you adapt to or improve a multi-channel approach and look toward the future, your center must cope with the fact that the calls you take will be more complex, requiring different skill levels and staffing for agents.
Join the experts from ICMI as we look at best practices in supporting self-service in the contact center, including:
- Deliver effective and satisfying self-service, even for complex issues
- Seamlessly integrating knowledge into every channel
- Staffing for more complex calls and contacts
- Looking beyond self-service and chat to proactive support
