automate your ticketing system - jacada€¦ · scripting directly within zendesk or your ticketing...
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© 2015 Jacada, Inc. All rights reserved.
Automate your
By integrating it with your screen-pop and adding ticket guidance
Ticketing system
© 2015 Jacada, Inc. All rights reserved.
Where can you squeeze call times?
Start of Call During Call End of Call
Automating your Ticketing System (or CRM etc)
Provide guidance on efficient ticket resolution
Auto disposition
© 2015 Jacada, Inc. All rights reserved.
Where can you squeeze call times?
Start of Call During Call End of Call
© 2015 Jacada, Inc. All rights reserved.
The Pareto Principle
for many events, roughly 80% of the effects come from 20% of the causes.
Examples:•80% of your sales come from 20% of your clients•80% of crimes are committed by 20% of the criminals•80% of my mistakes will happen in the first 20% of this webinar!
(The “80/20 rule”)
© 2015 Jacada, Inc. All rights reserved.
The 80/20 rule strikes again80% of your call inefficiency happens in
the first 20% of the call
© 2015 Jacada, Inc. All rights reserved.
Inefficiency at the start of the call is costing you millions
© 2015 Jacada, Inc. All rights reserved.
Call is received by the agent
Screen Pop shows customer phone number or name
Agent opens Ticketing System
Agent finds customer and navigates to correct screen
A typical inbound call
© 2015 Jacada, Inc. All rights reserved.
This inefficiency causes…
Long Average Handle Time
A poor customer experienceExpensive call transfers
© 2015 Jacada, Inc. All rights reserved.
Call is received by the agent
Screen Pop shows customer phone number or name
Agent opens Ticketing System
Agent finds customer and navigates to correct screen
Connect and Automate
Automatically launch and navigate application
© 2015 Jacada, Inc. All rights reserved.
Translates to Big SavingsFor a 100 agent call center with a loaded agent cost of $20, a 20 second AHT reduction equates to savings of:
$376, 000http://www.jacada.com/solutions/calculate-your-roi
© 2015 Jacada, Inc. All rights reserved.
$0.00
$500,000.00
$1,000,000.00
$1,500,000.00
$2,000,000.00
$2,500,000.00
$3,000,000.00
$3,500,000.00
$4,000,000.00
100Agents
200Agents
500Agents
1000Agents
Savings
© 2015 Jacada, Inc. All rights reserved.
Software monitors your desktop and “waits” for the screen pop to occur. Ties into your existing screen pop mechanism
Listen for screen pop1
© 2015 Jacada, Inc. All rights reserved.
Enter customer phone number or account lookup and auto retrieve data
Retrieve2
© 2015 Jacada, Inc. All rights reserved.
Stage application to correct screen for that call type
Navigate 3
© 2015 Jacada, Inc. All rights reserved.
Actual Use Case
Calls coming into bill inquiry group questioning the changes in bill amounts
Agent needs to first bring up previous bill and current bill, and try determine the changes and why the premium changed
Bringing up all this information is surprisingly tricky, in that the agent has to navigate in and out of the system to pull up both bills
And all of this has to be done before the call can happen. Total handle time for this call is around 7-8 minutes Solution was to automate this process and then give
control back to the agent.
© 2015 Jacada, Inc. All rights reserved.
Actual Use Case cont…
After: Automate retrieving both bills
Display both bills side by side
2 screens
2-3 min AHT
© 2015 Jacada, Inc. All rights reserved.
Software Solution
Small Desktop component that will: Monitor your agent screen-pop
Integrate with your ticketing (or CRM) system
Does not require any modification to your existing desktop applications!
© 2015 Jacada, Inc. All rights reserved.
Where can you squeeze call times?
Start of Call During Call End of Call
© 2015 Jacada, Inc. All rights reserved.
Highly frustrated agents,a backlog of open tickets,and unhappy customers
Increasingly complicated support tickets that
require agents to understand complex
product configuration, technical
troubleshooting, and multi –vendor solutions
Agents lack the right information at the right
timeto effectively resolve
tickets
© 2015 Jacada, Inc. All rights reserved.
Jacada Ticket Guidance embeds agent guidance and scripting directly within Zendesk or your ticketing
systemboth before and while working on a ticket.
Agents are guided step by step on the most efficient route to either resolve complex tickets or route them effectively, resulting in far more efficient work processes and a marked increase in resolving the issue correctly the first time.
© 2015 Jacada, Inc. All rights reserved.
Jacada Ticket Guidance on Zendesk
Flow can update ticket
Jacada Ticket Guidance loaded
when relevant
© 2015 Jacada, Inc. All rights reserved.
Dynamically open agent guidance in context to the ticket being worked
Provide step-by-step guidance to most efficient ticket resolution
Script has access to Zendesk variables
Use case 1- Interaction opened to guide agent
© 2015 Jacada, Inc. All rights reserved.
Agent scripting and guidance can be used for initial triage and create or update a ticket in Zendesk as necessary
Use case 2- Update Zendesk from Script
Flow can update ticket
© 2015 Jacada, Inc. All rights reserved.
Easy to use Visual Tool
No IT knowledge required
Scripts and Rules built graphically
Publish directly to Zendesk
Graphical Designer
© 2015 Jacada, Inc. All rights reserved.
Sophisticated audit trail, maps & reporting
Monitors interaction performance & bottlenecks
Insights for optimized interactions points
Ideal for Continuous Improvement
Advanced Ticket Analytics
A lot of agents took a while to get past
these points
Most agents followed this path
Agents escalating ticket here
© 2015 Jacada, Inc. All rights reserved.
Where can you squeeze call times?
Start of Call During Call End of Call
Automating your Ticketing System (or CRM etc)
Provide guidance on efficient ticket resolution
Auto disposition
© 2015 Jacada, Inc. All rights reserved.
Benefits
Lowers Average Handle Time (AHT)
Improves First Call Resolution (FCR)
Improves Customer Satisfaction
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