It’s vital to have a strong database for agents to access. Is yours as useful as it should be? Here’s what researchers found.
Almost 55% of contact center leaders said all the information agents need to solve customers’ issues isn’t available in their database, a Coveo study just found. As many as 75% of agents said they often can’t find the information they need.
That translates into a lot of lost time: agents hunting for answers, programmers inputting useless information in the databases, managers being interrupted to give answers and customers growing frustrated by the wait.
To maintain a useful database of information, you might work with IT to monitor how often information is accessed (much like companies monitor website page hits). Regularly cut and add information as needed.
