How to Use Contextual Knowledge to Improve Agent Productivity and CSAT
Customer experience teams around the world are struggling to meet rising consumer expectations around service. Your customers expect answers where and when they need it. No hoops. No fuss. No excuses.
Contextual knowledge is the key to meeting these consumer expectations.
On this webinar, Sarah Hatter of CoSupport moderated a lively discussion among Mercer Smith-Looper (Manager of Customer Support, Trello at Atlassian), Rick Nucci (CEO, Guru), Mahesh Ram (CEO, Solvvy). They discussed how support teams can use contextual knowledge and software to integrate the creation, improvement, and re-use of knowledge into the self-service process.