26 Jan 2009
Argos has completed the rollout of a new system expected to help resolve customer queries across its product range.
The software, which also enables the provision of specialist assistance on electronic goods, is claimed to have helped reduce repeat calls by 10 per cent during the trial period. Avoidable returns and engineer service visits have also seen a noticeable reduction, according to the retailer.
The decision to introduce the system was driven by difficulties faced by customer service agents in resolving complex product queries without the assistance of a knowledge base, according to Graham Dear, service improvement and development programme manager at Argos parent Home Retail Group.
"Given the increased complexity of brown goods queries the decision was taken to introduce a robust knowledge management system to improve customer experience, contact centre agent productivity and first-contact resolution," he said.
The system was supplied by eGain Communications.
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