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On Demand Webinar

3 Ways to Improve Call Deflection and Mean-Time-to-Resolution

Whether you’re tasked with delivering support to your clients or employees, two key metrics are likely top of mind: increasing call deflection and reducing mean-time-to-resolution (MTTR). There are so many ways to impact these metrics, where do you start?

Join TSIA’s John Ragsdale and Attivio’s vice president of Product Management, Dorit Zilbershot, as they showcase three specific areas that can directly affect these KPIs:

  • Unified knowledge. It would be great if all the content you needed to close a ticket resided in a single knowledgebase, but that isn’t the reality in most organizations. But unifying knowledge and making it available where and when it’s needed can be a reality.
  • Integrated workflows. Too many support and helpdesk agents have to perform the “screen swivel” to get to the content that will help solve a problem. But injecting the right answer into existing workflows means agents spend less time hunting and more time solving. We’ll show you how.
  • Machine learning. Who has time to tinker with and tune technology and content? Machine learning takes out a lot of the manual work AND provides better user experiences. You’ll learn how you can start incorporating machine learning and immediately see improvements.
As a bonus, you’ll understand how analytics and insights can give you that extra edge into understanding the impact of the above on your business and help you prioritize where to focus next.


Presented By:


Distinguished VP, Service Technology Research, TSIA

Dorit Zilbershot

VP, Product Management and Engineering, Attivio

Publish Date: February 7, 2019