Post by shiyabul on Aug 19, 2024 9:40:05 GMT
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.
If the data points to a particular form or function https://lastdatabase.com/ causing issues, a solution can be deployed right on-screen to preemptively resolve the problem and avoid the influx of help requests to the contact center. In the midst of all this technology, it’s easy to lose the human touch in an interaction. Contact center solutions are often a patchwork quilt of separate vendor solutions patched together (for chat, voice, email, bots, knowledge base articles, etc.
These force the agent to navigate several different apps to handle a single interaction, which causes delays, mistakes, and customer frustration. And the newer the agent is, the worse the problem. DAPs mitigate that problem by removing the need for an agent to have a Ph.D in your tech stack to do their job. When the tech burden is removed, the agent can just be a person talking to another person and provide a more human experience.