Post by shiyabul on Aug 20, 2024 4:01:17 GMT
The bot, driven by a DAP, can hand the agent the exact information they need, exactly when they need it, on a beautiful digital platter. The benefits work on both sides of the contact center funnel: First by reducing the amount of support calls, emails, chats, or tickets that are being sent to contact centers by empowering customers to self-serve basic help.
Secondly, DAPs help agents be more efficient, and free https://lastdatabase.com/ them from basic repetitive tasks, while reducing error and confusion, which makes them happier and better at their jobs. There is no longer a need to navigate sophisticated enterprise management systems, fill in multi-step forms, or struggle through complex processes alone. With high turnover rates, agents and management alike will enjoy the benefit of the smooth onboarding and in-the-moment training process that DAPs provide.
Instead of agents having to remember what they learned in a live-training session, they can access that information right on their screen whenever they need it. This also eliminates the need for experienced agents to take time away from their work to train new hires. Today’s leading DAPs also provide data insights to anticipate end user confusion or error.