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CX Knowledge Management Fact Sheet Thumbnail Image

Creating Solid Foundations with Knowledge Management

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Creating Solid Foundations with Knowledge Management

Having a centralized digital foundation to help customers and agents makes both dollars and sense. And without one, you’re stuck with customer complaints, agents scrambling for the right answers, high agent turnover and lengthy agent training efforts, and process inefficiencies that hamper growth and harm your bottom line. Alorica’s Knowledge Management solution improves customer and agent outcomes, reduces overhead costs and increases operational efficiency—for the life of your business.

A Smarter Way to Support Your Agents and Customers

Did you know that virtual agents conduct only 10% of customer interactions?1 Even when 40% of customers report experiencing higher call volumes that trained agents couldn’t control? Agents spend an average of 19% of their time searching for answers—online and asking their colleagues for help.2 With Alorica’s Knowledge Management as your digital foundation, you can harness the power of technology to create more consistent and efficient customer experiences—and give your agents the support they need to deliver consistently great CX.

1 IDC InfoBrief, Unlocking the Transformative Power of AI for Contact Centers

2 Forbes

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Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST). Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica, but all remain separate legal entities.