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Despite the best efforts of contact center leadership, it’s not always clear how to make agents more efficient and effective. The usual approaches to assisting agents, such as streamlining onboarding, deploying integrations and automation technologies, and monitoring data and behavior have their place. But to address the deeper issues driving agent inefficiencies, contact center leaders must dramatically change how they service their customers — and switch from an inside-out approach to an outside-in approach.
Contact center managers must find ways to proactively serve customers before they reach the contact center. And the best way to do that is to tap into the power of your knowledge management platform.
Moving to an Outside-In Approach
Typically, contact centers leverage knowledge management using an inside-out approach that lets internal contact center agents access knowledge content. This gives them provide answers to outside customers. While this is an effective strategy in improving agent performance, it misses out on what customers really want.
For example, most customers will first attempt to handle things on their own before initiating a contact center interaction. By implementing customer self-service channels that leverage your knowledge content, customers have immediate, on-demand answers that eliminate the need for them to call in and wait for a live agent.
These initial attempts at self-service often include the following:
Knowing this is where customers prefer to go first creates an opportunity to proactively support them. By extending the right public-facing knowledge content into the channels that customers use for self-service, organizations provide always-on self-service experiences that bolster contact center efficiency in a few important ways.
Make Your Agents’ Lives Easier
A well-functioning self-service experience extends into your agents’ day-to-day needs. As customers engage with self-service content, their usage and performance of that knowledge content is tracked, effectively communicating useful information about the customer’s needs. Organizations can then put this information at the agents’ fingertips to help them do their jobs better.
Prioritizing self-service with an outside-in approach deflects inbound interactions so agents can provide more context around customers who reach out for live interactions. An outside-in approach proactively responds to what customers want out of customer service. Learn why today’s customer self-service journey requires next-gen knowledge management with technology partners like MindTouch available on the Genesys AppFoundry marketplace.
This post was co-authored by Tim Passios, Vice President of Marketing at MindTouch. With nearly 30 years of experience in the contact center and software industries, Tim has been consistently tracking the changes in the customer journey and that journey’s impact on how vendors must improve the overall customer experience.
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