elevate customer satisfaction and fcr through proactive agent coaching, a presentation at customer...
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©2016 CaféX Communications | www.cafex.com|[email protected]
Collaborative CoachingSeptember 2016
©2016 CaféX Communications | www.cafex.com|[email protected]
The truth will set you free, but first it will make you miserable.
The truth will set you free, but first it will make you miserable.©2016 CaféX Communications | www.cafex.com|[email protected]
Information
©2016 CaféX Communications | www.cafex.com|[email protected]
Information.Value.Collaboration.
©2016 CaféX Communications | www.cafex.com|[email protected]
We make Together Happen. Our software makes it simple for companies to transform online customer
engagement and workforce collaboration.
©2016 CaféX Communications7
WebRTC APIMobile / Web
• Voice/video/chat
• Native Mobile SDKs
• CC/CRM Adapters• Omni-Channel
Client SDK
App & Web Share & Control
• Kickstart: UI wizard
• App share, co-browse
• Annotate & form fill
Live Assist® & Kickstart
Live Coaching
• Supervisor Assist
• Audio listening• Desktop share• Chat, spotlight,
click-through
Supervisor Assist
Pervasive Video
Collaboration
•Chime•Native browser support•Up to 75% network savings • Inter-op with room systems
Content Share
CaféX Palettes (Context)
Systems of Record: CRM | SFA | ERP | BI/Analytics | HRMS
©2016 CaféX Communications8
CaféX hastogether what other vendors
only have pieces of…
WebRTC APIMobile / Web
• Voice/video/chat
• Native Mobile SDKs
• CC/CRM Adapters• Omni-Channel
Client SDK
App & Web Share & Control
• Kickstart: UI wizard
• App share, co-browse
• Annotate & form fill
Live Assist® & Kickstart
Live Coaching
• Supervisor Assist
• Audio listening• Desktop share• Chat, spotlight,
click-through
Supervisor Assist
Pervasive Video
Collaboration
•Chime•Native browser support•Up to 75% network savings • Inter-op with room systems
Content Share
CaféX Palettes (Context)
Systems of Record: CRM | SFA | ERP | BI/Analytics | HRMS
©2016 CaféX Communications | www.cafex.com|[email protected]
Being an agent is difficult!
- Complex systems.- Post-it notes.- Being monitored.
Whilst being customer-focussed.
©2016 CaféX Communications | www.cafex.com|[email protected]
Supervisors don’t have it easy either! - Once-removed.
- Carrot or stick.- Detect repeat calls.- Remote teams.
Whilst being customer-focussed.
©2016 CaféX Communications | www.cafex.com|[email protected]
Contact Centre Challenges
- 0-90 & general attrition.- Front-line (risk, fraud, conflict).- Hard metrics.- Under-invested.Whilst being customer-focussed.
©2016 CaféX Communications | www.cafex.com|[email protected]
Collaboration Landscape.
• Communications system silos.• No context.• Business adapts to communications.
• Collaboration is contextual.• Business tools/workflows bridged with
collaboration:Voice | Video | Messaging | Co-browse
• Collaboration is transparent.
Productivity
HR
ERPLOBapps
Businesstools
Collaboration Video | Voice | CC
Other
CRM
CaféX VisionToday
Productivity
HR
ERP
LOBapps
OtherCRM
Others
© 2016 CaféX Communications | www.cafex.com | [email protected] | CONFIDENTIAL13
©2016 CaféX Communications | www.cafex.com|[email protected]
Integration…It’s not a dirty word.
©2016 CaféX Communications | www.cafex.com|[email protected]
Anyone.Anywhere.Anytime.
All devices.
©2016 CaféX Communications | www.cafex.com|[email protected]
Persistent Session Areas.
©2016 CaféX Communications | www.cafex.com|[email protected]
Persistent Session Areas.
New Partnerships.
©2016 CaféX Communications | www.cafex.com|[email protected]
Collaboration – usable by domain.
©2016 CaféX Communications | www.cafex.com|[email protected]
Collective Intelligence.Collaboration.Entire Value Chain.
©2016 CaféX Communications | www.cafex.com|[email protected]
Industry Trends.
©2016 CaféX Communications | www.cafex.com|[email protected]
Pride.Trust.Camaraderie.Harvard Business Review
©2016 CaféX Communications | www.cafex.com|[email protected]
Agent attrition on the rise.
- Highest for 6 years.- 0-90 day problem.- Planning.- Disruption.- Morale.
©2016 CaféX Communications | www.cafex.com|[email protected]
Current Agent Monitoring & Training Solutions.
Historical evaluation. Voice-centric, not multi-channel.
Tail chasing. No mobility.
Complex, costlyscreen recording. Monitoring not coaching.
Quality programs tend to emphasize historical analysis, would benefit from real-time coaching.
©2016 CaféX Communications | www.cafex.com|[email protected]
Experts coach agents live on multiple channels:• Live audio listening.• Private chat.• Interact with desktop:• Spotlight.• Click-through & type.
• Agent hand raise.
©2016 CaféX Communications | www.cafex.com|[email protected]
2017 and beyond.
©2016 CaféX Communications | www.cafex.com|[email protected]
Thank you.Customer Contact Expo Stand: C1042
www.cafex.com@CafeXComms
- Dave Phillips: @DJPCXLinkedIn