Your Support Agents Will Be All Over This
It’s one thing to issue an edict on the knowledge management tool your agents have to use. It’s quite another to get agent buy-in on a tool they’ll love. And you won’t succeed at giving great customer service without an engaged workforce. In fact, engaged employees are:
- Twice as likely to help someone at work
- Three times more likely to suggest improvements
- Much less likely to take a sick day.
Practical, Intuitive Tools
RightAnswers’ Agent Portal provides a great experience for agents and increases adoption of your knowledge base. It presents agents with everything they need on one screen, making them more productive and their job easier:
- Access to knowledge from other sources, such as SharePoint and social interactions in RightAnswers Community.
- Seamless integration with your CRM, ITSM, or other enterprise systems.
- Real-time solution feedback from your agents by providing a direct link to the authoring environment.
- Consolidated view of the support channels with a real-time view of user or customer self-service activity.
- Subscription to content areas and features such as My Favorites, My Top Solutions, and My Recent Searches.
- Gamification around knowledge usage and creation in the Agent Portal keeps agents engaged and motivates them to keep the knowledge fresh.