Empowering Agent Autonomy FEBRUARY 2013. Agent Experience Creates the Customer Experience 2© 2013 LiveOps, Inc. | Confidential 90% of consumers say an.

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Presentation transcript:

Empowering Agent Autonomy FEBRUARY 2013

Agent Experience Creates the Customer Experience 2© 2013 LiveOps, Inc. | Confidential 90% of consumers say an agent’s perceived happiness directly impacts overall customer experience 66% of consumers say their experience with an agent significantly impacts their impression of the overall brand Source: Harris Interactive, Consumer Communication Preferences (n=1,199), Jan 2013

3© 2013 LiveOps, Inc. | Confidential The Challenge Tools, Strategies and Autonomy Outcomes Making it happen Agenda

4© 2013 LiveOps, Inc. | Confidential Challenges MultiChannel Right Now Recognise me Confusion ‘Creativity’ Process/Red Tape Multiple Views New Policy Understaffed Disparate Systems

5© 2013 LiveOps, Inc. | Confidential Poor Service Multiple Contacts More Volume Reactive / No Visibilty Inconsistent & Lengthy Outcome

6© 2013 LiveOps, Inc. | Confidential Tools and Strategies Voice Facebook Twitter Webchat SMS Delivery & improvement Single Customer View New Policy Opportunities MultiSkilled Unified Systems Feedback

7© 2013 LiveOps, Inc. | Confidential How it is: Call Send info Call to complete Incomplete submission Send back to check progress Do it all again next tomorrow… but with additional issues How it is: Call Send info Call to complete Incomplete submission Send back to check progress Do it all again next tomorrow… but with additional issues Scenarios How it could be: Call Share info immediately via weblink to /sms WebChat to complete Identify issue and post to FAQ Post to twitter One lesson shared to many Keep feeding the Social Engagement How it could be: Call Share info immediately via weblink to /sms WebChat to complete Identify issue and post to FAQ Post to twitter One lesson shared to many Keep feeding the Social Engagement

8© 2013 LiveOps, Inc. | Confidential Great Service Engagement Quality Volume EmpoweredAutonomous Outcome

9© 2013 LiveOps, Inc. | Confidential Lead with a Vision Make Useful what you have now Present the cost of not acting The contact centre can’t stop contact Making it happen

10 © 2013 LiveOps, Inc. | Confidential Value/Irritant Grid Citizen

LiveOps Engage™: Integrated Agent Desktop 11© 2013 LiveOps, Inc. | Confidential Better service. Faster service. Pick two.

12© 2013 LiveOps, Inc. | Confidential Thank You…