How often do inexperienced agents have to put their callers on hold while they ask a colleague or supervisor for the answer to a
question? How often do even experienced agents keep customers waiting while they search through the intranet, through emails and through
online or paper documentation for the answer to an infrequently asked question? It's all this time that blows out your average call
handling time and increases the need for agents to call customers back with issue resolution.
SupportPoint is a performance support system that delivers targeted and actionable information about an organization's products, systems,
processes and policies. As a specialized knowledge management system, SupportPoint empowers contact center and training managers to
deliver clear, relevant, and company-specific "when, what, and how" information that enables agents to perform their jobs properly.
SupportPoint puts all the information agents need at their fingertips. Information in SupportPoint is role-based, context-sensitive and
highly structured. For customers, that means no waiting on hold while agents sift through vast information repositories such as intranets,
emails, and document files. For agents, it means higher productivity and fewer call backs to customers whose questions could not be
answered in the first call.
