automate your ticketing system - jacada€¦ · scripting directly within zendesk or your ticketing...

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Automate your

By integrating it with your screen-pop and adding ticket guidance

Ticketing system


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


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”)


The 80/20 rule strikes again80% of your call inefficiency happens in

the first 20% of the call


Inefficiency at the start of the call is costing you millions


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


This inefficiency causes…

Long Average Handle Time

A poor customer experienceExpensive call transfers


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


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

http://www.jacada.com/solutions/calculate-your-roi


$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


How do you simplify this process?


Listen for Screen Pop1

2

3

Automate retrieval

Navigate


Software monitors your desktop and “waits” for the screen pop to occur. Ties into your existing screen pop mechanism

Listen for screen pop1


Enter customer phone number or account lookup and auto retrieve data

Retrieve2


Stage application to correct screen for that call type

Navigate 3


Example


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.


Actual Use Case cont…

After: Automate retrieving both bills

Display both bills side by side

2 screens

2-3 min AHT


How do you do it?


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!


Does it work with…?


Works with all ticketing and CRM systems


Ticket Guidance


The Pain


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


Jacada Ticket Guidance

The Solution


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.


Jacada Ticket Guidance on Zendesk

Flow can update ticket

Jacada Ticket Guidance loaded

when relevant


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


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


Easy to use Visual Tool

No IT knowledge required

Scripts and Rules built graphically

Publish directly to Zendesk

Graphical Designer


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




Automating your Ticketing System (or CRM etc)

Provide guidance on efficient ticket resolution

Auto disposition


Benefits Summary


Benefits

Lowers Average Handle Time (AHT)

Improves First Call Resolution (FCR)

Improves Customer Satisfaction


Offices

Customers


Finance & Banking

Telecom

Retail

Healthcare


Contact Jacada if you would like to see a demonstration or experience

this on your ticketing system

automate your ticketing system - jacada€¦ · scripting directly within zendesk or your ticketing...

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