Weitere ähnliche Inhalte Ähnlich wie Remote Agents - Technical and Management Considerations (20) Mehr von Cisco Canada (20) Kürzlich hochgeladen (20) Remote Agents - Technical and Management Considerations1. Remote Agents
Technical and Management Consideration
Leonard (Leni) Selvaggio
Industry Solutions Manager
Cisco Systems
February 7, 2013
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2. • What is driving the need for Remote Experts
• Crisis of Immediacy
• Customer Leakage/Defection
• What is Needed to Deliver Remote Expertise
• What is Not Remote Expert
• Examples of Remote Expert
• Industry Examples
• Best Practices
• Q&A
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23. Customer completes
Application queries Mortgage Broker
application
LOAN
ORIGINATION
Live video discussion Remote Expert
reviewing disclosures; facilitates informed,
application requirements accurate application
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24. Wealth Manager Improved portfolio
Customer queries
(CFA) performance
PORTFOLIO
MANAGEMENT
Live video discussion Remote Expert
reviewing portfolio; facilitates
investment advice knowledge share
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25. RRSP Expert
Retirement Customer purchases
Customer queries
Planner RRSP
RETIREMENT
PLANNING
Live video conference; Remote Expert
targeted RRSP advice facilitates sale
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26. Customer queries Mortgage Broker Complete process
LOAN
ORIGINATION
Customer queries Wealth Manager Knowledge share
PORTFOLIO
MANAGEMENT
Customer queries Retirement Expert Purchase plan
RETIREMENT
PLANNING
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27. • Kitchen Design • Justice System • Plant floor access to
engineering
• Bathroom Design • Traffic Ticket Resolution
• Product Design
• In-Aisle Help • Pension Inquiry
• Interactive Kiosk with • Land Dispute
expert access
• Driver Licensing
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30. Thank you.
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