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For contact center staff, providing answers that are 100% correct and fully consistent is crucial.

However, without a centralized knowledge base that staff can draw on, having to consult colleagues or start group discussions can lead to extremely long handling times and make training new starters very difficult.

This was the exact issue that Avant Mutual, Australia’s leading medical defense organization and medical indemnity insurance provider.

Check out this case study to learn how organizations like Avant can use livepro to consolidate information into a centralized knowledge based, thus eliminating the need to confer with colleagues, resulting in major performance improvements.

Vendor:

Live Pro

Posted:

Feb 8, 2021

Published:

Sep 10, 2020

Format:

PDF

Type:

Case Study