Gartner Report

 

Rapidly Deploy a Knowledge Management Program to Support Work-From-Home Customer Service

2020 GARTNER REPORT

Best practices for supporting customers and the WFH agents that serve them

Customer experience is in peril. Just as more and more contact centers scale back headcount and move their agents to work-from-home models, support volume is spiking. How can contact center and service leaders quickly deploy knowledge management to help shoulder this increased load through self-service, while also helping agents find answers and assist customers more efficiently?

Our key takeaways:

  • Specific steps for deploying knowledge management on a compressed timeline
  • Critical success factors in maximizing agent and customer experience
  • The central role of customer self-service in the work-from-home customer service model

Gartner, Rapidly Deploy a Knowledge Management Program to Support Work-From-Home Customer Service, Drew Kraus, Anthony Mullen, 12 June 2020

By 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.

Source: Gartner