The QSAT technical support desk use LearnLode's platform as their primary knowledge management system. The decision support module was used to create workflows to guide agents through troubleshooting steps. The system integration ensured that all of the most up to date relevant information was available to the team at every stage. Some of the results that were observed following implementation of the system included:
25% Reduction in Average Handling Time
19% Increase in Team Productivity
It's great to have all of the information that you need immediately available.
I love using the system, the only thing that it doesn't do for me is actually answer the call.