[Webinar Alert] Enabling Collaborative Support with Intelligent Swarming & Cognitive Technology

Gone is the era when customers were satisfied with mediocre experiences. In today’s time, users seek immediacy. They want the information to be delivered in the blink of an eye, that too, without making any effort. That said, leaving modern customers in the waiting room limbo can be detrimental to any business. Why?

Let’s take an example: A customer reaches out to an IT company about a security breach. The agent runs multiple searches looking for a solution but to no avail. With time ticking away, the customer gets more and more agitated. Unable to find any solution, the agent ends up escalating the case to the next-tiered agent who eventually passes it to a tier-3 agent. This passing the ticket baton unwittingly delays the resolution and plummets CSAT.

This is how the tiered support models work. On the other hand, intelligent swarming flips this vexing scenario on its head. It cultivates a collaborative culture while eliminating unnecessary hand-offs, thus improving support efficiency and CX.

Wondering how?

Watch Beth Coleman, Founder of CATALYNK and certified KCS v6 and Intelligent Swarming Trainer with Brian Corcoran, Certified KCS Practitioner and Regional Sales Manager answer this question along with helping you learn the nitty-gritty of IS in an insightful webinar on 'No More Tier Fear: Catapulting Intelligent Swarming with Cognitive Technology'