DaimlerChrysler Makes Its Call Center Agents 'Experts' Using eGain Knowledge Management Solution
DaimlerChrysler seeks to exceed expectations for internal and external customers. Using an early version of the recently enhanced self-service and knowledge management solution, eGain Knowledge(TM), the global auto manufacturer has increased productivity at its call center. Since the deployment of eGain Knowledge, the call volume has grown from 25,000 to 36,000 calls per month. The average call hold time has decreased by three-fold from six minutes to less than two. As a result of shorter hold time, the rate of call connection has improved tremendously. In addition, call center staff now has instant access to the vast array of DaimlerChrysler knowledge databases, allowing them to immediately assist technicians themselves rather than queuing them to busy specialists. As a result DaimlerChrysler customers receive faster and superior customer service at the dealership, leading to greater brand loyalty.
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