Solutions to help you clone your top service agents

Knowledge is Power!

Problems facing Contact Centers today…

• New product training

• Call research time

• Tool training

• Agent turnover

• Tier 2 escalations

INCREASING COSTS• 1st contact resolutions

• Customer satisfaction

• Speed of service

• Quality of service

• CSR manner/confidence

DECLINING RESULTS

85 percent of consumers say their service provider could have done something differently to prevent them from switching, including resolving their customer service issue during their first contact!

Why most technology investments aren’t helping

Companies have invested million$ on IVR, WFM, CTI, and CRM solutions to shave seconds off customer support time.

Queuing & RoutingCustomer Entitlement

Case Tracking

Issue Resolution

But these investments automate only 20% of the entire customer service experience.

The largest part of a service experience is consumed with the time it takes to…

Queuing & RoutingCustomer Entitlement

Case Tracking

Issue Resolution

1. Truly understand the problem

2. Research the issue

3. Deliver an intelligent answer

In a timely manner…

Why most technology investments aren’t helping

And that is exactly what customers want

Survey – The Customer Service Challenge

#1 Choice

Resolve issues on first contact 36%

Ability to discuss issue w/ agent 13%

Time to resolve issue 10%

Quality of agent response 12%

Agent manner and approach 11%

Speed of initial response 7%

What customer care most about?

Survey revealed, the most frustrating aspect of customer service are agents not having the

answers customer need.

Knowledge Solutions help close this gap

Answer & route calls

Queue and staff calls

Log and track calls

Traditional contact center investments automate only 20% of the CSE

Knowledge Solutions focus on the largest cost of providing service - Helping agents deliver fast, accurate answers!

ANSWERSNo resolution process

28%

Decrease in research

time

18%

Increase in 1st call

resolutions

35%

Reduction in agent

training

Left alone this process varies agent to agent

ANSWERS

Inconsistent Resolution ProcessZero confidenceWasteful researchRandom suggestionsUnsure of resourcesInconsistent responses

Agent Turnover ~ 18mo.

Financial…………. 40%

Public Sector……. 35%

Retail…………….. 30%

Services…………. 60%

So what if you could clone your top agents?

ANSWERS

Seasoned Resolution ProcessTotal confidenceLeverages ExperienceAccurate answersKnows best sourcesConsistent responses

Fortune 500 companies lose roughly $31.5 billion a year - failing to share knowledge

The cost of NOT sharing

With Transversal for Contact Centers you can!

ANSWERS

Do I understand

the problem?

Is this problem a common

one?

What is the best

resource to leverage?

What is the best possible

answer to provide ?

What questions should I

expect next?

Answer & Route calls

Queue and staff calls?

Log and track calls?

Fast accurate answers - not endless research!

47%Reduction in newstaff training time

“We find that when it comes to training our new starters you can literally sit them in front of the tool and they can normally find the right answer the first time…”

How we do this…

Captures contextfrom CSR desktop

Processes CRM data for customer intent

Prepopulates CSR desktop with smart FAQs and inline offers

Accurate one-click answers- making CRM applications smarter

Case Information…

…Drives the Answer

Quick LinksOffers

Formats answers to drive intentional behaviors (downloads, offers, feedback)

Transversal for Contact Centers

» Zero-click desktop intelligence

» CRM application contextually drives the advice process

» Real-time data is leveraged to pre-determine callers intent

» Industry libraries provide unmatched accuracy to minimize research time

» Selling advisors help suggest in-context cross/up-sell offers

» Inline FAQs provide one-click concierge assistance for topic-related P&P’s

The possibilities we bring to contact centers…

Knowledge is Power! The experience you deliver to your customers every day, through every agent interaction, either builds value for your brand or destroys it.

• Eliminates wasteful research &improves AHT

• Minimizes escalations& increases 1st contact closures

AGENT PRODUCTIVITY

28%

15%

COST SAVINGS• Improves self-service

& maximizes case deflections

• Decreases new hire training efforts & accelerates staff ramp-up time

18%

35%

IMPROVED RESULTS• Improves quality of

service & boosts customer loyalty

• Accelerates offer conversions & minimizes ecommerce form abandonment

20%

18%

SAP Interaction Centre Integration

Screenshots

Create Service Request

Automatic recommendations as agent creates record

Manual natural language search

Agent favourites

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