Jacada Agent Scripting on the cloud_ slideshare
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© 2014 Jacada, Inc. All rights reserved.
Jacada Agent ScriptingManaging the art of the conversation
© 2014 Jacada, Inc. All rights reserved.
AGENDA
IntroductionsCorporate Overview
Jacada Agent ScriptingDemonstration
Next Steps
© 2014 Jacada, Inc. All rights reserved.
Jacada Agent ScriptingCall center scripts thatdon’t sound…scripted
Now available on the cloud!
© 2014 Jacada, Inc. All rights reserved.
The Pain
© 2014 Jacada, Inc. All rights reserved.
Why Choose JAS?
Being an agent today is no small feat!
© 2014 Jacada, Inc. All rights reserved.
They need to…• Manage multiple applications• Follow company procedures• Tread carefully around
regulatory requirements
While being measured by…• How long they’re on the call (AHT)• Whether they resolve it the
first time (FCR)• And on customer satisfaction
So it’s no wonder that• Agent training time is measured in
weeks and months, not days• High agent turnover• Large number of call escalations
© 2014 Jacada, Inc. All rights reserved.
The Results of JacadaAgent Scripting
© 2014 Jacada, Inc. All rights reserved.
The results speak for themselves(based on actual implementations)
50% reduced calls escalated from level 1 to level 2 support
30% minimum FirstCall Resolution improvement
20% minimum Average Handle Time reduction
Achieve up to 70% agent training time
reduction
© 2014 Jacada, Inc. All rights reserved.
Jacada Agent Scripting?What is
© 2014 Jacada, Inc. All rights reserved.
Offer intelligent, context aware, integrated scripts and guidance for your agents
© 2014 Jacada, Inc. All rights reserved.
Agents know what to offer as well as when and how to say it, without
sounding scripted
© 2014 Jacada, Inc. All rights reserved.
Business Agility through our graphical designer allowing subject matter experts, not IT, to manage scripts
© 2014 Jacada, Inc. All rights reserved.
Features &
Benefits
© 2014 Jacada, Inc. All rights reserved.
Graphical Drag-and-Drop script builder
Web based runtime for easy integration
Advanced Analytics and Reporting “out of the box”
Gives Business the power to build scripts
Deploy to your agents, anywhere and everywhere
Continuous improvement by identifying problem areas
© 2014 Jacada, Inc. All rights reserved.
Rich library of widgets to get the job done
Call Summary and Auditing
Workflow Approval Processes
Build Quickly, Integrate well with rich widgets!
Full call transcript and rich audit data
Manage deployment to production with ease
© 2014 Jacada, Inc. All rights reserved.
Multilingual Interactions
Built-in Simulator
Roles and Privileges
Native support for over 17 languages with ability to edit language packs
Test your interactions directly in the designer, for either a Mobile or Web client
Offers tiered control and restrictions based on Roles
© 2014 Jacada, Inc. All rights reserved.
Media Library
New Customer Assistance
New Design elements
Enrich your interactions through videos, managed directly on the Interaction Server.
Full support for Call Us, Callback, Chat and Email. Keeps your customers engaged.
New Menu Items and Collection types makes collectinginformation a breeze.
© 2014 Jacada, Inc. All rights reserved.
Interaction Designer
• Easy to use Visual Tool
• No IT knowledge required
• Scripts and Rules built graphically
• Easy integration to 3rd
party systems
© 2014 Jacada, Inc. All rights reserved.
Most agents followed this path
Agents took too long to get past this step
Call escalations are happening here
JAS Auditing & Reporting
• Sophisticated audit trail, maps & reporting
• Monitors interaction performance & bottlenecks
• Insights for optimized interactions points
• Ideal for Continuous Improvement
© 2014 Jacada, Inc. All rights reserved.
Dashboard
• Know what’s happening at-a-glance
• Understand Agent and Customer usage
• Performance monitoring
© 2014 Jacada, Inc. All rights reserved.
Deployment
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Interactions Customer
Scripting provided to the agents for each call
How does it Work?
Back end systems
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Flexible deployment options
On our cloud
…your choice.
On your premises
© 2014 Jacada, Inc. All rights reserved.
Use Cases(and case studies)
© 2014 Jacada, Inc. All rights reserved.
Troubleshooting / Decision Tree
Perfect in support or helpdesk situations
O2
Customized Conversations
Change script based on context or KB
Priceline
Up-sellUpsell and Cross sell at the
right moment
DirecTV
© 2014 Jacada, Inc. All rights reserved.
Technical Support: Agent Scripting Grass-roots initiative Level 2 support created scripts for Level 1 Massive organic adoption by Level 1
Support
The results? 50% fewer escalations to level 2 25% increase in RFT 40% training reduction (2 weeks)
O2 Case Study
© 2014 Jacada, Inc. All rights reserved.
Make decisions based on KB Agents spend ~46 seconds per call
making decisions based on KB content Solution to automate decisioning
The results? 15-60 seconds saved per call
Priceline Case Study
© 2014 Jacada, Inc. All rights reserved.
Benefits Summary
© 2014 Jacada, Inc. All rights reserved.
For your Customer
Improved Customer Satisfaction• Calls handled quickly and efficiently• Less escalations needed
No repeating of informationWhen calls do get escalated, all the information is passed
A consistent experience• Improve FCR, but,• If not, provide a consistent
experience on a callback
For your Business
Dramatically reduced agent training timeReduce agent training to days from months
Reduced escalations• Solve more calls at Level 1• Keep Level 2 for complex calls
Sleep well!• Stay legal by ensuring you follow
procedures• Analytics shows problem areas
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Demonstration
© 2014 Jacada, Inc. All rights reserved.
Q&A