Tk Dialog For Sage Crm

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The perfect solution for call centre management.

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Tk Dialog For Sage Crm

  1. 1. Call Scriptingfor Contact Centers
  2. 2. TKDialogs: international
  3. 3. TKDialogs: UK
  4. 4. TKDialogs: local government
  5. 5. The plight of the contact center agent
  6. 6. Customer facing Job Specification Interpersonal skills of a psychologist
  7. 7. Range of processes and services Organisational Model Level 1 service & outcome structure Process Library Customer Interface• Deliver a joined-up customer experience and ‘whole view’• Enable continuous improvement by encouraging and collecting feedbackPopulation Environment• Improve the skills base, among • Develop and maintain aesthetic adults and children alike• Provide advice, care and support to harmony • Improve cleanliness and Process Details the needy sustainability• Develop the local cultural, sporting • Minimise environmental risks to and general identity health• Promote a sense of community & • Enable smooth communications inclusion throughout the population and living through modern, reliable• Develop prosperity through infrastructure business and tourismCorporate & Strategic functions• Improve the day-to-day functioning of the municipality and service delivery• Manage back office, front office and service delivery teams to optimise the customer experience• Promote competitive and fair employment and procurement markets
  8. 8. Range of processes and services Job Specification Interpersonal skills of a psychologistPossibly hundreds of inquiry types to an Knowledge of be experthandled by the agent with an aim toresolve 80% at the first point of contact
  9. 9. Data quality Job Specification Interpersonal skills of a psychologistData needs to be entered accurately of an Knowledge into expertthe CRM and other systems for follow-upand to monitor SLAs Skills of a computer operator
  10. 10. Agent profile Job Specification Interpersonal skills of a psychologistTypically• Salary: Low Knowledge of an expert• Turnover: High• Training: Ongoing Skills of a computer operator Pay: minimum wage
  11. 11. What do TKDialogs and CRM deliver?• A single user interface for the Agent• Provides unified access to multiple CRM modules• Provides unified access to multiple data sources• Automates business logic based on user input, calculations and multiple data sources• Launched from CRM or CTI
  12. 12. What do TKDialogs and CRM deliver?• Generates documentation from multiple modules and data sources• Populates CRM records and links to other products• Automates CRM activities
  13. 13. Automation
  14. 14. Benefits• Reduction in transaction time• Reduction in training costs, initially and on-going• Resolution of enquiries at the first point of contact• Ensures consistency• Better staff utilisation - multi-skilling• Increased back office productivity• Better customer service
  15. 15. Dialog Builder• Easy-to-use, flowcharting design tool• Automatically generates web pages• CRM integration wizard• Integration with other data sources• Extensible through custom plugins
  16. 16. Partner Benefits• Extend existing CRM deployments• Win new business opportunities in the contact center market• Win additional services business
  17. 17. matthewn@astraia.co.zawww.astraia.co.za@astraiatech

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