Post on 14-Apr-2017
Enabling all of your Agents to be Experts no matter the Channel of Engagement
Customer Engagement
Speaker: Steve Pappas, SVP - Panviva
Moment of Truth: Customer Engagement
The first support inquiry from the customer
Only opportunity your agent has to retain him/her as a customer
Customers call to resolve issues
• How to enable all your agents to be customer engagement experts
• How to deliver the same accurate information regardless of the channel
Manage Internal, Home or Outsourced
Main Points
• 70% of organizations produce up to 500 GB of information monthly!
• 93% of contact center agents use >5 applications within a single call
• Calls, Chats, Emails, Social, next?• Self-Service alleviates the simple calls
1 Complexity
%70500 GB
• Deloitte estimates that companies spend about $95 billion a year to keep in line with government regulation – and $160 billion to follow their own rules!
• Training and Attrition increasing
2 Compliance
B$95
$160B
Employees are struggling to keep track of rapid changes, creating:• Employee dissatisfaction • Poor CX• High absenteeism• High attrition rates
3 Change
Intelligently routing calls to the appropriate Subject Matter Experts with Workforce Optimization and Skills Based Routing are a common solution to complex contact center challenges
Current State
• What if all your agents had what they needed to be true experts and able to resolve every call?
• What if every channel that your agents handle could have a ‘harmonized’ answer?
Question
Skills Based Routing
or
Capitalize on Employee Investment by:• Making every agent and “expert” able
to take care of more complex calls (reducing risk, cost, training)
• Provide them with a single source of truth that gives them every piece of info they need at the ‘moment-of-need’
SOLUTION: Technology
• Utilize and leverage a simplistic methodology
• GPS-like; helping agents navigate every process
• Compatible with all your apps today and what you might buy tomorrow
• Increase ROI on all components
SOLUTION: Methodology
www.panviva.comSteve Pappas
spappas@panviva.com978-743-6650, T: @sxp01
All Agents: ONE answer
RIGHT answerSAME answer