7 Strategies to Upgrade Call-Center Performance, Part 1 of 2

Guided help that leverages a reasoning engine is more appropriate for contextual cross-sell and upsell offers, as well as diagnosing and resolving queries of medium to high complexity. Multimodal access to content helps increase user adoption and the business value of the knowledge base.

* Process: Following the proper steps in your interaction with customers and prospects — providing information, solving problems, upselling or cross-selling, helping them execute transactions — is critical to delivering an exceptional customer experience. A multidimensional knowledge base leverages technologies such as a reasoning engine to capture best practice interaction expertise across various customer queries, and serves it to agents or end-customers step by step, leading them to the right content and/or the next best steps, including contextual cross-sell and upsell offers.