elevate customer satisfaction and fcr through proactive agent coaching, a presentation at customer...

©2016 CaféX Communications | www.cafex.com|[email protected]

Collaborative CoachingSeptember 2016


The truth will set you free, but first it will make you miserable.

The truth will set you free, but first it will make you miserable.©2016 CaféX Communications | www.cafex.com|[email protected]

Information


Find.Use.

Share.


Information.Value.Collaboration.


We make Together Happen. Our software makes it simple for companies to transform online customer

engagement and workforce collaboration.

©2016 CaféX Communications7

WebRTC APIMobile / Web

• Voice/video/chat

• Native Mobile SDKs

• CC/CRM Adapters• Omni-Channel

Client SDK

App & Web Share & Control

• Kickstart: UI wizard

• App share, co-browse

• Annotate & form fill

Live Assist® & Kickstart

Live Coaching

• Supervisor Assist

• Audio listening• Desktop share• Chat, spotlight,

click-through

Supervisor Assist

Pervasive Video

Collaboration

•Chime•Native browser support•Up to 75% network savings • Inter-op with room systems

Content Share

CaféX Palettes (Context)

Systems of Record: CRM | SFA | ERP | BI/Analytics | HRMS

©2016 CaféX Communications8

CaféX hastogether what other vendors

only have pieces of…

WebRTC APIMobile / Web

• Voice/video/chat

• Native Mobile SDKs

• CC/CRM Adapters• Omni-Channel

Client SDK

App & Web Share & Control

• Kickstart: UI wizard

• App share, co-browse

• Annotate & form fill

Live Assist® & Kickstart

Live Coaching

• Supervisor Assist

• Audio listening• Desktop share• Chat, spotlight,

click-through

Supervisor Assist

Pervasive Video

Collaboration

•Chime•Native browser support•Up to 75% network savings • Inter-op with room systems

Content Share

CaféX Palettes (Context)

Systems of Record: CRM | SFA | ERP | BI/Analytics | HRMS


Being an agent is difficult!

- Complex systems.- Post-it notes.- Being monitored.

Whilst being customer-focussed.


Supervisors don’t have it easy either! - Once-removed.

- Carrot or stick.- Detect repeat calls.- Remote teams.

Whilst being customer-focussed.


Contact Centre Challenges

- 0-90 & general attrition.- Front-line (risk, fraud, conflict).- Hard metrics.- Under-invested.Whilst being customer-focussed.


Collaboration Landscape.

• Communications system silos.• No context.• Business adapts to communications.

• Collaboration is contextual.• Business tools/workflows bridged with

collaboration:Voice | Video | Messaging | Co-browse

• Collaboration is transparent.

Productivity

HR

ERPLOBapps

Businesstools

Collaboration Video | Voice | CC

Other

CRM

CaféX VisionToday

Productivity

HR

ERP

LOBapps

OtherCRM

Others

© 2016 CaféX Communications | www.cafex.com | [email protected] | CONFIDENTIAL13


Integration…It’s not a dirty word.

Anyone.Anywhere.Anytime.

All devices.


Persistent Session Areas.


Persistent Session Areas.

New Partnerships.


Collaboration – usable by domain.


Collective Intelligence.Collaboration.Entire Value Chain.


Industry Trends.


Pride.Trust.Camaraderie.Harvard Business Review


Agent attrition on the rise.

- Highest for 6 years.- 0-90 day problem.- Planning.- Disruption.- Morale.


Current Agent Monitoring & Training Solutions.

Historical evaluation. Voice-centric, not multi-channel.

Tail chasing. No mobility.

Complex, costlyscreen recording. Monitoring not coaching.

Quality programs tend to emphasize historical analysis, would benefit from real-time coaching.


Experts coach agents live on multiple channels:• Live audio listening.• Private chat.• Interact with desktop:• Spotlight.• Click-through & type.

• Agent hand raise.


2017 and beyond.


Thank you.Customer Contact Expo Stand: C1042

www.cafex.com@CafeXComms

- Dave Phillips: @DJPCXLinkedIn

elevate customer satisfaction and fcr through proactive agent coaching, a presentation at customer...

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