Customer service centers are always looking for ways to dramatically increase agent productivity while reducing the cost per interaction. While the idea of multi-channel customer service is nothing new, doing it correctly has been an ongoing challenge for many companies.
In this complimentary webinar, we covered how to leverage best-in-class communication channels (knowledge, email and chat) within Dynamics CRM, including:
• Maximize knowledge management for both assisted and self-service channels to drive first contact resolution
•Increase agent productivity via multi-channel, blended agents and supervisors
•Leverage agent productivity tools to drive superior customer and agent experiences
•Help agents work smarter with more efficient workspaces