Before we begin The presentation

Transcription

1 Before we begin The presentation will be made available after the webinar. Today s presenter is [24]7 s Reagan Miller, VP Chat Agent Services A recording will be available on the [24]7 website There will be a short Q&A period after the presentation. 1

2 Digital Agents A New Category of Agent Services

3 3

4 4

5 5

6 6

7 What is the full name of the character Neo in the Matrix? 7

8 What is the full name of the character Neo in the Matrix? 8

9 Assisted Service Has Evolved Early Now Walk to store Call contact center Online interactions Engage via any channel, any time, any device. Self service emerging. 9

10 Approach to Customer Engagement Collect Data Format Data Real Time Decisioning Act and Execute 10

11 What Does Omnichannel Mean For Agents? 11

12 Today s agents are predisposed to searching for the solution over and over again. They don t directly retain specific content anymore, instead they are more focused on the method to find the content - Rienzi Ramirez* *Forrester Brief: Retool For A New Workforce Reality, Dec

13 What is the approximate annual spending power of millennials in 2015? 13

14 What is the approximate annual spending power of millennials in 2015? $200 Billion 14

15 Introducing the Digital Agent Media Savvy Situationally Aware Enabled by Prediction Empowered by Omnichannel Armed with Insights Outcome Oriented 15

16 Introducing the Digital Agent Media Savvy Shops online Heavy user of texting apps Uses social media 16

17 Introducing the Digital Agent Situationally Aware Though the agent appears mid-stream in a customer journey, they are able to pick up the thread with no disruption of the customer s journey. 17

18 Introducing the Digital Agent Enabled by Prediction Not only know where customers have been but what they want to accomplish throughout the journey. 18

19 Introducing the Digital Agent Empowered by Omnichannel Comfortable with customers moving from one channel to other, and able to combine channels in unique ways to solve customer issues. 19

20 Chat Is An Important Channel Now 63% PC/ Laptop/ Tablet 4% Chat Agent 24% Smart Phone 81% Self-Service 11% Landline 12% Voice Agent 20

21 Chat Will Grow Even More in Future 37% PC/ Laptop/ Tablet 8% Chat Agent 60% Smart Phone 90% Self-Service 1% Landline 2% Voice Agent 21

22 Introducing the Digital Agent Armed with Insights Data analysis provides deep insights into customer journeys, which in drives continuous improvements in performance. 22

23 Introducing the Digital Agent Outcome Oriented Laser-focused on helping customers successfully complete their journeys. 23

24 Case Study: IVR to Chat Invite qualified callers to chat at the IVR 1 would you like to chat instead? 2 3 Warm contextual hand-off to chat agent 24

25 Case Study: IVR to Chat Systematic IVR deflection Total Calls: 100% Eligible Calls: 83% SMS offered: 96% Accepted: 14% Link clicked: 87% Interactive chats: 62% 49% 63% Voice NPS NPS for deflected chats 95% Chat FCR (compared to 70% voice FCR) 6.0% Deflected call volume 8% Deflected call volume (projected) 15% Deflected call volume (projected) CURRENT IVR and SMS gateway integration Mobile chat experience with sliders 3 MONTHS Web presence Improved rule management Callback integration 12 MONTHS Native mobile support Any-to-any channel transitions NL support and predictive models Warm and continuous sessions 25

26 Case Study: Assist for Voice Upgrade your voice experiences I m sending you a list of available flights through a text message Works in a mobile browser; no installation required. 26

27 Case Study: Assist for Voice Achieve better outcomes OPEN CALL QUALIFY CUSTOMER -29% Call AHT (Terms and conditions sliders) PRESENT PRODUCT EXPLAIN/ COMPARE 75% Interaction success rate PROCESS ORDER CLOSE CALL +10% Sales conversions (product info. and plan comparison sliders) 27

28 What percentage of consumers visit the web before calling for assistance? 28

29 What percentage of consumers visit the web before calling for assistance? 29

30 30

31 Thanks for joining us! To learn more, connect with us here Web: