KNOWLEDGE- ENABLED SUPPORT DELIVERY ACROSS CHANNELS AND LANGUAGES

摘要

Most customer support organizations invest heavily in training and skills development to increase the effectiveness of the agents and technicians who provide after-sale customer support. Despite all good intentions, the payoff from these "soft" investments will always be bounded by three hard limits: 1. Work hours. Investments in agent training can only pay off during working hours. When agents are not at work, their expertise is not readily available. 2. Turnover. When agents leave and are replaced by inexperienced workers, the payoff from training investments is obliterated. 3. Language. Agents can only help customers who speak their language or languages. If you have global customers, you may be required to train agents with language skills to serve those customers, over and above the training performed in the firm's "home" language.