transversal integration with sap by de villiers walton
TRANSCRIPT
Problems facing Contact Centers today…
• New product training
• Call research time
• Tool training
• Agent turnover
• Tier 2 escalations
INCREASING COSTS• 1st contact resolutions
• Customer satisfaction
• Speed of service
• Quality of service
• CSR manner/confidence
DECLINING RESULTS
85 percent of consumers say their service provider could have done something differently to prevent them from switching, including resolving their customer service issue during their first contact!
Why most technology investments aren’t helping
Companies have invested million$ on IVR, WFM, CTI, and CRM solutions to shave seconds off customer support time.
Queuing & RoutingCustomer Entitlement
Case Tracking
Issue Resolution
But these investments automate only 20% of the entire customer service experience.
The largest part of a service experience is consumed with the time it takes to…
Queuing & RoutingCustomer Entitlement
Case Tracking
Issue Resolution
1. Truly understand the problem
2. Research the issue
3. Deliver an intelligent answer
In a timely manner…
Why most technology investments aren’t helping
And that is exactly what customers want
Survey – The Customer Service Challenge
#1 Choice
Resolve issues on first contact 36%
Ability to discuss issue w/ agent 13%
Time to resolve issue 10%
Quality of agent response 12%
Agent manner and approach 11%
Speed of initial response 7%
What customer care most about?
Survey revealed, the most frustrating aspect of customer service are agents not having the
answers customer need.
Knowledge Solutions help close this gap
Answer & route calls
Queue and staff calls
Log and track calls
Traditional contact center investments automate only 20% of the CSE
Knowledge Solutions focus on the largest cost of providing service - Helping agents deliver fast, accurate answers!
ANSWERSNo resolution process
28%
Decrease in research
time
18%
Increase in 1st call
resolutions
35%
Reduction in agent
training
Left alone this process varies agent to agent
ANSWERS
Inconsistent Resolution ProcessZero confidenceWasteful researchRandom suggestionsUnsure of resourcesInconsistent responses
Agent Turnover ~ 18mo.
Financial…………. 40%
Public Sector……. 35%
Retail…………….. 30%
Services…………. 60%
So what if you could clone your top agents?
ANSWERS
Seasoned Resolution ProcessTotal confidenceLeverages ExperienceAccurate answersKnows best sourcesConsistent responses
Fortune 500 companies lose roughly $31.5 billion a year - failing to share knowledge
The cost of NOT sharing
With Transversal for Contact Centers you can!
ANSWERS
Do I understand
the problem?
Is this problem a common
one?
What is the best
resource to leverage?
What is the best possible
answer to provide ?
What questions should I
expect next?
Answer & Route calls
Queue and staff calls?
Log and track calls?
Fast accurate answers - not endless research!
47%Reduction in newstaff training time
“We find that when it comes to training our new starters you can literally sit them in front of the tool and they can normally find the right answer the first time…”
How we do this…
Captures contextfrom CSR desktop
Processes CRM data for customer intent
Prepopulates CSR desktop with smart FAQs and inline offers
Accurate one-click answers- making CRM applications smarter
Case Information…
…Drives the Answer
Quick LinksOffers
Formats answers to drive intentional behaviors (downloads, offers, feedback)
Transversal for Contact Centers
» Zero-click desktop intelligence
» CRM application contextually drives the advice process
» Real-time data is leveraged to pre-determine callers intent
» Industry libraries provide unmatched accuracy to minimize research time
» Selling advisors help suggest in-context cross/up-sell offers
» Inline FAQs provide one-click concierge assistance for topic-related P&P’s
The possibilities we bring to contact centers…
Knowledge is Power! The experience you deliver to your customers every day, through every agent interaction, either builds value for your brand or destroys it.
• Eliminates wasteful research &improves AHT
• Minimizes escalations& increases 1st contact closures
AGENT PRODUCTIVITY
28%
15%
COST SAVINGS• Improves self-service
& maximizes case deflections
• Decreases new hire training efforts & accelerates staff ramp-up time
18%
35%
IMPROVED RESULTS• Improves quality of
service & boosts customer loyalty
• Accelerates offer conversions & minimizes ecommerce form abandonment
20%
18%
Create Service Request
Automatic recommendations as agent creates record
Manual natural language search
Agent favourites