THE IMPACT OF THIS KNOWLEDGE DEFICIT SPANS INDUSTRIES AND REGIONS , LEADING TO LONGER RESOLUTION TIMES ...
KNOWLEDGE CRISIS
BY TOM BRUHIS , NEURON7
ILLUSTRATION PROVIDED BY ADOBE STOCK
SOLVING THE KNOWLEDGE CRISIS
HOW TECHNOLOGY CAN ADDRESS THIS CRITICAL ISSUE .
Service and support organizations face a growing knowledge crisis . It is characterized by an ever-widening gap between the knowledge required to resolve issues efficiently in modern support roles : and the capacity to keep up with the demand using traditional approaches .
The crisis is fueled by high employee turnover , increasingly complex products , poor search capabilities , and critical information siloed in outdated articles , lengthy manuals , unstructured case notes , or in the minds of individuals .
The impact of this knowledge deficit spans industries and regions , leading to
30 CONTACT CENTER PIPELINE longer resolution times , frustrated customers , and an overall decline in service quality .
As a result , enterprise organizations are being compelled to reevaluate their approach to technical service and support or risk falling behind their competitors in an increasingly demanding market .
But as we will see , with highly specialized , domain-specific artificial intelligence ( AI ), service leaders are now able to transform legacy processes and effectively bridge the gap to end or minimize the crisis . AI can capture knowledge , bring new employees up to speed faster , and provide accurate answers and resolutions , thereby improving both the customer and employee experience .
THE IMPACT OF THIS KNOWLEDGE DEFICIT SPANS INDUSTRIES AND REGIONS , LEADING TO LONGER RESOLUTION TIMES ...