PURPLE PAPER
Mind the ‘agent knowledge’ gap
Deploying AI to repair competency gaps for individual agents, reduce errors and optimise operational efficiency in contact centres.
Learning outcomes:
- How to quantify and permanently fix individual agent in-role knowledge gaps to deliver sustained improvement to your business.
- How to target and improve business critical KPIs including First Contact Resolution (FCR), Customer Satisfaction (CSAT) and Average Handling Time (AHT).
- How to reduce recurring and value destroying employee process errors by up to 30%.
