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
[email protected]
© 2014 LiveOps, Inc. | Confidential
15