1. Enabling all of your Agents
to be Experts no matter the
Channel of Engagement
Customer Engagement
Speaker: Steve Pappas, SVP - Panviva
2. Moment of Truth: Customer Engagement
The first support inquiry from the customer
Only opportunity your agent has to retain him/her as a customer
Customers call to resolve issues
3. • How to enable all your
agents to be customer
engagement experts
• How to deliver the same
accurate information
regardless of the channel
Manage Internal, Home or Outsourced
Main Points
4. • 70% of organizations produce up to
500 GB of information monthly!
• 93% of contact center agents use >5
applications within a single call
• Calls, Chats, Emails, Social, next?
• Self-Service alleviates the simple calls
1 Complexity
%
70
500
GB
5. • Deloitte estimates that companies
spend about $95 billion a year to
keep in line with government
regulation – and $160 billion to
follow their own rules!
• Training and Attrition increasing
2 Compliance
B
$95
$160B
6. Employees are struggling to keep
track of rapid changes, creating:
• Employee dissatisfaction
• Poor CX
• High absenteeism
• High attrition rates
3 Change
7. Intelligently routing calls to the
appropriate Subject Matter Experts
with Workforce Optimization
and Skills Based Routing are
a common solution to complex
contact center challenges
Current State
8. • What if all your agents had what
they needed to be true experts
and able to resolve every call?
• What if every channel that your
agents handle could have a
‘harmonized’ answer?
Question
10. Capitalize on Employee Investment by:
• Making every agent and “expert” able
to take care of more complex calls
(reducing risk, cost, training)
• Provide them with a single source of
truth that gives them every piece of
info they need at the ‘moment-of-need’
SOLUTION: Technology
11. • Utilize and leverage a
simplistic methodology
• GPS-like; helping agents
navigate every process
• Compatible with all your apps
today and what you might
buy tomorrow
• Increase ROI on all components
SOLUTION: Methodology