Post on 22-Feb-2017
Linda Yeardley| Director, Digital Transformation, eGain 8 March 2016
ALL AGENTS, ALL CALLS,NO TRAINING
WHY NOW?
Agent Knowledge: Surely that’s not digital?!
Digital Transformation is a significant change management programme
DT often focuses on the customer but impacts the employee
Empowering employees, making it easier for them to serve customers, reduces a major barrier to change
THE CHALLENGE
The gap between customers and agents today
CUSTOMER AGENT
CONNECTED
INFORMED
IMPATIENT
USES MULTIPLE SILOED SYSTEMS
HAS INCOMPLETE INFORMATION
NEEDS TIME TO FIND THINGS
© 2015 Forrester Research, Inc. Reproduction Prohibited
73%
68%
58%
37%
Customers rely more on self-service so assisted interactions are more difficult
Help or FAQs on a company website
Phone
Chat
76%
Source: January 2015, “Channel Management Core To Your Customer Service Strategy”
Only a few “star” agents are able to meet the needs of the new customer
What if you could clone them?
All Agents performing as “Star” Agents
Easy for Agents
All Agents capable of taking all calls
Great experience for the customer
THE SOLUTION
AI?
From artificial… To assisted
There is a new breed of agent
“I don’t need to know anything as long as I know where to find it!”
All agents, all calls
eGain Knowledge
Three kinds of customer queries (informational, transactional, diagnostic/advice)
80-20 Pareto Principle to prioritize
Step 1 Scope
Answers
Conversational knowhow
Alignment with brand
Step 2 Capture
Regulatory (e.g. Ask this but not that)
Best practice (e.g. Ask about fries when you sell a burger)
Brand-aligned policies (e.g. No questions asked refund)
Step 3 Comply
Proactive and reactive
Omnichannel and omni-device
Contextual (real-time and historical)
Step 4 Disseminate
Publish
Crowdsource
Federate
Step 5 Expand
Identify knowledge gaps
Assess knowledge effectiveness
Monitor agent performance
Step 6 Optimise
THE PRIZE
525 old processes
with significant duplication
Barclays Africa GroupGoal: Lead the industry in Customer Sat
80% staff churn likely
due to office relocation
18 months to
get to goal
52%Duplicate processes
eliminated, clean processes in eGain
9 months after project kickoff…
50%reduction in agent onboarding time
All agents,All calls
45 44
5251
41 41
60
38 39
51
37 39
OVERALL SERVICE DEL IVERY FROM PRIMARY CONTACT
2012
OVERALL SERVICE DEL IVERY FROM PRIMARY CONTACT
2013
OVERALL SERVICE DEL IVERY FROM PRIMARY CONTACT
2014
% OF EXTREMELY SATISFIED CLIENTSABSA BANK 2 BANK 3 BANK 4
And 9 months after go-live…
Launch
M A R C H 1 4 , 2 0 1 4
Complex & legacy processes
Seasonal peaks
14 weeks training
UK Financial Services Client
< 1 week to Agent productivity!
Flexibility to meet peaks
Re-location of contact centre
With eGainKnowledge
50% reduction in Agent training time
Agent induction training reduced by 60% - from 10 weeks to 4 weeks
Agent induction training reduced by 65% - from 6 weeks to 2 weeks
25% reduction in Agent training time + multi-skilling
Empower all Agents
Transform Customer Service
Increase Flexibility & Agility
All agents, all calls
Start small, grow fastWith our Try+Buy program in eGain Cloud
Enjoy business benefit in days rather than months
Visit the Try+Buy Booth in the Demo Lounge!
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