Giving our Super Agents the right tools Richard Pinnington
Giving our Super Agents the right tools Richard Pinnington The need for a Super Agent • Websites, customer forums, FAQs and Google has led to the emergence of the hyper-informed customer • Advisors now need to handle more complex customer interactions, and still deliver First Call Resolution • Communication skills, Product knowledge, problem solving, empathy are key skills 70% of customers reckon that they know more than the contact centre advisor “The Autonomous Customer 2013”, BT/Avaya whitepaper © 2014 LiveOps, Inc. | Confidential 2 BT SuperAgent 2020 Whitepaper “Anatomy of a contact centre advisor” BT Whitepaper: “SuperAgent 2020: The Evolution of the Contact Centre” Dr. Nicola Millard & Dr. Tanya Alcock Multi-tasker Natural Communicator Speed typist Resilient Knowledgeable Handle high cognitive load Ability to listen Analytical – problem solver Empathetic Positive ‘can do’ attitude © 2014 LiveOps, Inc. | Confidential 3 How easy is it to be a Super Agent? Call Centre: Agent follows a script Contact Centre: Transition to a multichannel customer Advisor Customer ‘relationship hub’: Super Agent and subject matter expert © 2014 LiveOps, Inc. | Confidential 4 Channel hopping customers Dimension Data Global Contact Centre Benchmarking Survey, 2013-14 © 2014 LiveOps, Inc. | Confidential 5 Aren’t most Contact Centres Multichannel already? “I’m phoning about the email..” Social media absence Chat Voice Social Email SMS/Tex t CRM disconnect No single view, or queue “Most companies are a mess of siloed applications” Technology & the Super Agent How can it help? © 2014 LiveOps, Inc. | Confidential 7 LiveOps Engage Cloud-based multichannel agent desktop © 2014 LiveOps, Inc. | Confidential Easy to administer – low or no burden on IT All interactions via a single queue Pivot from online to offline and offline to online Syncronise with CRM Email, Web Chat, Phone Panel, SMS, Facebook and Twitter in one application Complete customer interaction history in one place © 2014 LiveOps, Inc. | Confidential 9 Knowledgebase: for agents & customers • 30% reduction in contact centre calls • 40% reduction in calls to stores helpline • 47% reduction in new staff training time • 12 week ROI © 2014 LiveOps, Inc. | Confidential 10 Co-browse & agent video © 2014 LiveOps, Inc. | Confidential 11 Flexible working for Super Agents The IT part is easy with a cloud contact centre • Use homeworking to recruit and retain your Super Agents • Remove all geographic constraints to recruitment, expand catchment area • No more buildings or facilities to consider as your business flexes up and down • Change the demographic profile of your agents • Flexibility with the ability to cater for peaks measured in hour slots. • Enhance your corporate social responsibility score by reducing fossil fuel © 2014 LiveOps, Inc. | Confidential 12 © 2014 LiveOps, Inc. | Confidential 13 References Avaya/BT: The Autonomous Customer 2013 https://www.avaya.com/usa/documents/the_autonomous_customer_survey_2013.pdf BT: SuperAgent 2020: The Evolution of the Contact Centre http://www.slideshare.net/btletstalk/bt-whitepaper-superagent-2020-the-evolution-of-thecontact-centre Dimension Data: Global Contact Centre Benchmark Report 2013/14 http://www.dimensiondata.com/Global/Downloadable%20Documents/2013_14_benchmarki ng%20summary%20report.pdf Forrester: Navigating the Future of Customer Service https://solutions.forrester.com/future-customer-service Transversal: Mothercare Knowledgebase Case Study https://www.transversal.com/resources/case-studies/mothercare-case-study © 2014 LiveOps, Inc. | Confidential 14 Richard Pinnington rpinnington@liveops.com © 2014 LiveOps, Inc. | Confidential 15
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