Put Down that Phone

* Incorporate automated workflows to route e-mails based on the skill and workload of available agents, the nature of the inquiry, and the lifetime value of the customer. Allow agents to easily collaborate with subject-matter experts.

3. Create a knowledge base.
Analyze customer queries to identify the most frequently asked questions (FAQs). Create responses to these FAQs, freeing up your agents to focus on more complex and high-value inquiries. Create form articles for the body, header, greeting, signature and footer of the e-mail. Agents then simply have to mix and match available information without creating new content.