Enabling all of your Agents to be Experts no matter the Channel of Engagement

Customer Engagement

Speaker: Steve Pappas, SVP - Panviva

Moment of Truth: Customer Engagement

The first support inquiry from the customer

Only opportunity your agent has to retain him/her as a customer

Customers call to resolve issues

• How to enable all your agents to be customer engagement experts

• How to deliver the same accurate information regardless of the channel

Manage Internal, Home or Outsourced

Main Points

• 70% of organizations produce up to 500 GB of information monthly!

• 93% of contact center agents use >5 applications within a single call

• Calls, Chats, Emails, Social, next?• Self-Service alleviates the simple calls

1 Complexity

%70500 GB

• Deloitte estimates that companies spend about $95 billion a year to keep in line with government regulation – and $160 billion to follow their own rules!

• Training and Attrition increasing

2 Compliance

B$95

$160B

Employees are struggling to keep track of rapid changes, creating:• Employee dissatisfaction • Poor CX• High absenteeism• High attrition rates

3 Change

Intelligently routing calls to the appropriate Subject Matter Experts with Workforce Optimization and Skills Based Routing are a common solution to complex contact center challenges

Current State

• What if all your agents had what they needed to be true experts and able to resolve every call?

• What if every channel that your agents handle could have a ‘harmonized’ answer?

Question

Skills Based Routing

or

Capitalize on Employee Investment by:• Making every agent and “expert” able

to take care of more complex calls (reducing risk, cost, training)

• Provide them with a single source of truth that gives them every piece of info they need at the ‘moment-of-need’

SOLUTION: Technology

• Utilize and leverage a simplistic methodology

• GPS-like; helping agents navigate every process

• Compatible with all your apps today and what you might buy tomorrow

• Increase ROI on all components

SOLUTION: Methodology

www.panviva.comSteve Pappas

spappas@panviva.com978-743-6650, T: @sxp01

All Agents: ONE answer

RIGHT answerSAME answer