WHITEPAPER

Maximize Efficiency through Knowledge Management in Your Customer Service End-To-End Process

Read our whitepaper

WHITEPAPER

Maximize Efficiency through Knowledge Management in Your Customer Service End-To-End Process

Read our whitepaper

Your Telecommunications customers love fast support, your agents love knowledge databases  

Telecommunications companies in particular must deal with customer concerns quickly and competently, because their services are extremely important. Especially the most common reasons for calling – fault reports, advice, administrative enquiries and mobile telephony – should be handled quickly by telcos. A frequent obstacle here is a lack of know-how of agents in first-level support. Learn with our white paper how you can support your agents with knowledge management and automation. And, how your customers and their CX benefit from end-to-end processes.

How CSPs can boost first level support and their support ticket system

      1. Introduce centralised knowledge databases
      2. Establish standardized processes
      3. Use central software solutions along the end-to-end support chain
      4. Support your agents with Process Automation in complex cases

“How big is the knowledge gap between first-level and second-level support? Across how many systems is the knowledge and context spread? How can customer support use technology to raise the level of first-level support knowledge?”

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