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%.


Access Purple Paper here...