Many of today's contact centers deal with large amounts of complex, constantly changing subject matter. While training can help agents
handle the complexity, it cannot help them remember everything presented to them in the classroom. In fact, it may even be
counterproductive to remember all the information as it will soon change. Moreover, if your organization has significant turnover,
training costs can mount quickly.
SupportPoint is a performance support system that delivers relevant and actionable information about an organization's products, systems,
processes and policies. With self-service support, agents can answer customer queries accurately, consistently and in real time.
SupportPoint also lets you post the same internal support documents on your external website, enabling customers to serve themselves
and reduce inquiries. This streamlines content maintenance and ensures that what your agents say to customers is consistent with what
you say on your website.
Contact Centers that adopt SupportPoint:
Cut training time and cost - Agents don't need to be trained in all the detail. Free up your training budget for higher value activities.
