Repertoire serves as a dynamic customer support knowledge base, offering agents instant access to relevant information during customer interactions. Ensuring well-informed interactions and a satisfactory customer experience.
Access Contextual Knowledge:
Users can access and capture pertinent knowledge during customer interactions. This information can be seamlessly integrated into their workflows, ensuring they have the correct information precisely when they need it.
Integrate Knowledge with Workflows:
Repertoire's context-sensitive knowledge Integration shortens the time needed to find answers by linking previously created articles, pictures, diagrams, and documentation. Incorporating this knowledge into workflows and scripts enables agents to quickly address customer queries, providing the best related information and ensuring the highest level of service.
Leverage Interaction Feedback:
Enrich your knowledge base by contributing knowledge gained throughout interactions. This becomes part of your customer service wrap, continually improving the depth and breadth of your product knowledge base.
With Infinity Repertoire, contact center agents will no longer be held back from dissonant customer service due to a lack of contextual knowledge. Now, each interaction will be music to your ears, as the seamless integration of expertise into every interaction brings harmony and efficiency to your customer support. The benefits include:
With Infinity Repertoire, customer queries are answered more quickly and efficiently, eliminating unnecessary hold times and improving overall service delivery.
Change in certain sectors (like healthcare, for example) is inevitable, requiring organizations to adapt quickly. Repertoire empowers your team with easy updates to the knowledge base, ensuring immediate access to the latest information for exceptional service.
New agents spend less time training on products, processes, and systems. Infinity Repertoire minimizes training times and helps agents reach full competency faster, significantly reducing the learning curve.
Agents can share and contribute knowledge, building a more robust knowledge base. This retention of essential subject matter expertise ensures consistent service delivery, even as the workforce evolves.
Staff have access to the same up-to-date information, ensuring consistency in processes and customer interactions. This uniformity helps maintain high standards across the board.
Ensure staff follow standardized processes and use appropriate language, helping your organization remain compliant with industry regulations and best practices.
Agents experience less frustration searching for answers and can respond to customer queries with greater accuracy and speed. This leads to fewer additional contacts, higher customer satisfaction, and a better overall employee experience.
Infinity Repertoire for customer support offers agents a comprehensive information repository specific to every scenario they might encounter.
Equip your team with the tools they need to provide exceptional service, reduce handling times, streamline onboarding, retain valuable knowledge, and improve consistency and compliance.
See the Infinity Repertoire module’s impact in your contact center and contact us today to learn more and schedule a demo.
Infinity is a leading provider of interaction management technology for contact centres, emergency services, and healthcare providers.
Landmark, 3 Brindleyplace, Birmingham, UK B1 2JB
Certificate No:
394922022
