Groovy Scripting for Oracle Fusion CRM Application Composer Scripting Guide
Call Scripting, an Essential Element of CRM in Customer Services | SugarCon 2011
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Joe Cassidy Managing Director
description
The key role of Customer Service agents is to deal with their clients. CRM is an essential support tool for this role but it must be intuitive and provide the necessary business logic so the agent can handle any inquiry/complaint as if an expert. This is what intelligent call scripting will provide. Presented by Joe Cassidy, Managing Director, Team Knowledge, at SugarCon 2011.
Transcript of Call Scripting, an Essential Element of CRM in Customer Services | SugarCon 2011
Joe CassidyManaging Director
Self-Service
In-Person
Contact Center
TKDialogsInternational users of TKDialogs and CRM
TKDialogsOther users of TKDialogs and CRM
TKDialogsLocal Government users of TKDialogs and CRM
The Plight of The Contact Center Agent
TKDialogsCustomer Services
Interpersonal skills of a psychologist
Job Specification
TKDialogsProcesses and Inquiry Types
Level 1 service & outcome structure
Customer Interface
Corporate & Strategic functions
• Deliver a joined-up customer experience and ‘whole view’• Enable continuous improvement by encouraging and collecting feedback
Environment• Develop and maintain aesthetic
harmony• Improve cleanliness and
sustainability• Minimise environmental risks to
health• Enable smooth communications
and living through modern, reliable infrastructure
Population• Improve the skills base, among
adults and children alike• Provide advice, care and support to
the needy• Develop the local cultural, sporting
and general identity• Promote a sense of community &
inclusion throughout the population• Develop prosperity through
business and tourism
• Improve the day-to-day functioning of the municipality and service delivery• Manage back office, front office and service delivery teams to optimise the
customer experience• Promote competitive and fair employment and procurement markets
Organisational ModelProcess Library
Process Details
TKDialogsCustomer Services
Possibly 100’s of inquiry types to be handled by the agent with an aim to resolve 80% at the 1st point of contact
Job Specification
Knowledge of an expert
Interpersonal skills of a psychologist
TKDialogsData Quality
Data needs to be entered into the CRM or other systems to provide executive KPIs
Job Specification
Knowledge of an expert
Skills of a computer operator
Interpersonal skills of a psychologist
TKDialogsService agent profile
Typically
• Salary: Low • Turnover: High• Training: Constant requirement
Job Specification
Knowledge of an expert
Skills of a computer operator
Pay: minimum wage
Interpersonal skills of a psychologist
TKDialogsWhat does TKDialogs and CRM deliver?
• A single user interface for the Agent • “Multi-skills” contact center staff• Resolves enquiries at the first point of contact• Qualifies enquiries for back office• Frees up back office staff• Multi-channel service delivery • Ensures consistency• Enhances customer service
Easy to develop, easy to change and rapid to deploy
TKDialogsDialog Player: easy to use, “read and click” interface
TKDialogsDialog Player: Player running in a CRM iFrame
TKDialogsDialog Player: same dialogs run on the website
TKDialogsDialog Player: customer survey running on the web
TKDialogsDocuments, emails and links to other systems
TKDialogsDialog Builder
• Rapid Application Development tool• Automatically generates easy-to-use web pages• Provides unified access to multiple CRM modules• Provides unified access to multiple data sources• Automates business logic based on user input,
calculations and multiple data sources• Generates documentation from multiple modules and
data sources• Populates CRM records and links to other products• Automates CRM activities
Easy to develop, easy to change and rapid to deploy
TKDialogsDialog Builder: easy to use design toolDialog Builder: sub dialogDialog Builder: embed CRM data in call scripts
