"It’s a next-generation approach to resolve customer issues" - Brian Corcoran
In today’s fast-paced world, organizations are leaving no stone unturned to provide proactive customer service. However, agents always have complex, high-priority cases looming over their heads. Each time a critical ticket is raised, the CX clock starts ticking. With customer calls flooding in, support engineers frantically scramble around to find the solution. After multiple failed efforts, agents do the evitable—escalate the ticket to the next tier; delaying the resolution further.
It’s about time we stop escalating and begin collaborating.
This is where Intelligent Swarming can help. It enables subject matter experts to leverage their expertise and work together on unknown and complex issues as soon as they emerge. As a result, agents can solve queries faster and upskill themselves, all while augmenting customer satisfaction. Win-win, right?
Tiers are often used as an excuse to pawn off tickets thus delaying resolution times & lowering NPS.
IS enables faster case resolutions, promotes inter-department collaborations, and propels skill development.
Learn how adding cognitive technology to your support mix helps you unlock the full potential of the collaborative model.
