Improve contact center outcomes and enable agents with better knowledge management

Utilities are putting more focus on tools that help agents quickly find the right answers and support customers more consistently. Knowledge management and agent assist tools can improve speed, accuracy, and overall customer experience. But many utilities are still figuring out what works best and how to get started.

In this webinar, you’ll hear from utility peers who are using these tools today, the benefits they see, and what they’ve learned along the way. You’ll leave with practical ideas you can use to better support your agents and improve customer interactions.

Potential topics include:

• Why utilities are now investing in knowledge management and agent assist tools
• The tools utilities are using, including advancements in AI-powered knowledge management
• Ensuring knowledge management is consistent across both internal and customer-facing channels
• Lessons learned from early adopters and how to apply them at your utility

Speakers:
Eryc Eyl, Senior Solution Director, Customer Experience Solutions, E Source
Chris Peters, Senior Research Analyst, Customer Engagement Solutions, E Source

Who should attend:
Members of the E Source Customer Service Operations Service who are interested in knowledge management and agent assist tools.

Interested in this event but can’t attend? Register anyway and we’ll notify you when the presentation and recording are ready for on-demand viewing. Questions about this event? Send us a message.