Call Center Agents Need Help
Customer service is about meeting and exceeding expectations. Most businesses, however, are struggling to keep up with rising expectations for service, demand for 24/7 support and the explosion of new channels and devices customers use to communicate. Your call center is going to need to keep up with the pace of innovation or risk losing customers in the long run.
of customer service leaders acknowledge that they do not fully empower their agents to provide the best customer experience
of customers report a representative not having the knowledge or ability to resolve an issue as a top source of frustration
Boosting agent productivity and morale often comes down to training and empowerment. Improving performance and training best practices in the call center is key to keeping your customers happy. Kore’s agent assistants deliver on both.
Improve Your Agent Performance With AgentAssist
Kore AgentAssist act as personal assistants for your agents and reps. They work side-by-side with your teams, assist agent workflows by automating routine post-call functions and give agents the information they need, when they need it
Intent detection & call resolution support
Whenever a call or live chat support request is escalated to an agent, the same request is sent to the agent virtual assistant. Using advanced NLU and AI, our virtual assistants work quickly and tirelessly to identify, catalogue and analyze theRead More
Knowledge injection & script production
Improve the effectiveness of every call with assistants that analyze conversations, in real time, to deliver high value and relevant information from your knowledge base to your agent. Our IVAs give agents the information they need, whenRead More
Enterprise knowledge & system integration
Bulk add data from your enterprise to your agent assistants, including FAQs, documents and knowledge-base articles. The Kore Platform seamlessly integrates with your existing applications and customer serviceRead More
Live agent assistance
Virtual agents, including agent assistants, have the ability to escalate customer self-service interactions contextually to an agent. When this occurs, the agent virtual assistants automatically supplies the agent with a complete historyRead More
Sneak peek into Kore AgentAssist
Even your best call center reps need help sometimes. Every time they put a customer on hold while they search for an answer or try to identify the next-best action, they reduce customer satisfaction and increase the risk of churn. Lengthy average handle times, dropped calls and after call work due to the lack of VA assistance and automation are slowly, but surely, eating away at your call center performance and bottom line.