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Jacada Agent Scripting on the cloud_ slideshare

See how traditional agent scripting can become dynamic; adjust the script to the call, integrate real time customer information and provide an enhanced customer experience. Old schools "scripted" scripting can now be based on real time process guidance and help agents adhere to compliance, up-sell, cross-sell and provide efficient customer experience. Productive agents means happier customers. Your organizations can now shorter call times, improve AHT and FCR and instantly affect bottom line savings.

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Jacada Agent Scripting on the cloud_ slideshare

  1. 1. © 2014 Jacada, Inc. All rights reserved. Jacada Agent Scripting Managing the art of the conversation
  2. 2. © 2014 Jacada, Inc. All rights reserved. AGENDA Introductions Corporate Overview Jacada Agent Scripting Demonstration Next Steps
  3. 3. © 2014 Jacada, Inc. All rights reserved. Jacada Agent Scripting Call center scripts that don’t sound…scripted Now available on the cloud!
  4. 4. © 2014 Jacada, Inc. All rights reserved. The Pain
  5. 5. © 2014 Jacada, Inc. All rights reserved. Why Choose JAS? Being an agent today is no small feat!
  6. 6. © 2014 Jacada, Inc. All rights reserved. They need to… • Manage multiple applications • Follow company procedures • Tread carefully around regulatory requirements While being measured by… • How long they’re on the call (AHT) • Whether they resolve it the first time (FCR) • And on customer satisfaction So it’s no wonder that • Agent training time is measured in weeks and months, not days • High agent turnover • Large number of call escalations
  7. 7. © 2014 Jacada, Inc. All rights reserved. The Results
  8. 8. © 2014 Jacada, Inc. All rights reserved. The results speak for themselves (based on actual implementations) 50% reduced calls escalated from level 1 to level 2 support 30% minimum First Call Resolution improvement 20% minimum Average Handle Time reduction Achieve up to 90% agent training time reduction
  9. 9. © 2014 Jacada, Inc. All rights reserved. Jacada Agent Scripting? What is
  10. 10. © 2014 Jacada, Inc. All rights reserved. Provide intelligent and context aware scripts and guidance to your agents
  11. 11. © 2014 Jacada, Inc. All rights reserved. Agents know what to say and when to say it, without sounding scripted
  12. 12. © 2014 Jacada, Inc. All rights reserved. Deployment
  13. 13. © 2014 Jacada, Inc. All rights reserved. Interactions Customer Scripting provided to the agents for each call How does it Work?
  14. 14. © 2014 Jacada, Inc. All rights reserved. Flexible deployment options On our cloud …your choice. On your premises
  15. 15. © 2014 Jacada, Inc. All rights reserved. Features & Benefits
  16. 16. © 2014 Jacada, Inc. All rights reserved.
  17. 17. © 2014 Jacada, Inc. All rights reserved. Graphical Drag-and-Drop script builder Web based runtime for easy integration Advanced Analytics and Reporting “out of the box”
  18. 18. © 2014 Jacada, Inc. All rights reserved. Rich library of widgets to get the job done Call Summary and Auditing Workflow Approval Processes
  19. 19. © 2014 Jacada, Inc. All rights reserved. Interaction Designer • Easy to use Visual Tool • No IT knowledge required • Scripts and Rules built graphically • Easy integration to 3rd party systems
  20. 20. © 2014 Jacada, Inc. All rights reserved. Most agents followed this path Agents took too long to get past this step Call escalations are happening here JAS Auditing & Reporting • Sophisticated audit trail, maps & reporting • Monitors interaction performance & bottlenecks • Insights for optimized interactions points • Ideal for Continuous Improvement
  21. 21. © 2014 Jacada, Inc. All rights reserved. Dashboard
  22. 22. © 2014 Jacada, Inc. All rights reserved. Use Cases
  23. 23. © 2014 Jacada, Inc. All rights reserved. Benefits Summary
  24. 24. © 2014 Jacada, Inc. All rights reserved. For your Customer Improved Customer Satisfaction • Calls handled quickly and efficiently • Less escalations needed No repeating of information When calls do get escalated, all the information is passed A consistent experience • Improve FCR, but, • If not, provide a consistent experience on a callback For your Business Dramatically reduced agent training time Reduce agent training to days from months Reduced escalations • Solve more calls at Level 1 • Keep Level 2 for complex calls Sleep well! • Stay legal by ensuring you follow procedures • Analytics shows problem areas
  25. 25. © 2014 Jacada, Inc. All rights reserved. Demonstration

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