to related documents or contact center hours, which can help customers find answers without waiting for a response. 4. Superpower your agents To reduce customer response times, you need technology to turn your agents into “augmented agents.” With the right tools that enable them to work more efficiently, you can help improve response times, job satisfaction, and talent and customer loyalty:

Provide access to an up-to-date knowledge base Malaysia phone number list so agents can quickly find relevant information when dealing with customers. and consistent information. Create templates and responses for common requests that they can quickly customize and send. Implement text shortcuts for frequently used words or phrases to save time and improve consistency. Integrate the system with other business tools, such as your CRM,

to access complete customer records. Understanding a consumer's background and history reduces call time and personalizes interactions. 5. Focus on collaboration Sometimes, in order to answer complex or specialized questions, an agent needs access to experts from other parts of the company. Collaboration tools like Microsoft Teams make this process easy. Agents can see which experts are available by viewing status