Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of RapportBoost.ai and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

1. Turning Your Contact Center into a Profit Center
by Leveraging Chat
Tony Medrano & Heidi Rote Nicolas Rodriguez
With: Moderated by:
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2. Mitel is a global market leader in business communications, powering more
than two billion business connections with our cloud, enterprise and next-
gen collaboration applications. With more than 70 million users in nearly 100
countries, Mitel is the only company that wakes up every day exclusively
focused on helping customers take their communications from where they
are today to where they expect them to be.

3. Click on the Questions panel to
interact with the presenters
https://www.customercontactcentral.com/webinar-series/moving-to-the-cloud/
https://www.customerexperienceupdate.com/webinar-series/moving-to-the-cloud/

4. About Tony Medrano
Tony is currently CEO of RapportBoost.AI, the leading conversational sales analysis platform for brands that use
chat, SMS and messenger tools to engage customers. RapportBoost uses artificial intelligence to optimize chat
conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer
satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness and
other critical contact center metrics. Tony has dedicated his career in technology to leading sales teams and
understands the need for automation tools that help sales reps increase efficiency, close more business and
increase margins. Tony received his MBA and JD from Stanford, M.A. from Columbia and B.A. from Harvard.
About Heidi Rote
Heidi is National Sales Director for Jenny Craig. She has been with Jenny Craig for over 10 years. Heidi's main
responsibilities are to grow the Jenny Craig client base by driving acquisition and increasing profitability across all
business channels. She has had much success across the board. Her year to date stats include, New Sales
Acquisition = +67% YOY, New Sales Conversion = +21% YOY and Chat Conversions= +28%. Heidi is being named as
an honoree to the 2018 ICMI Customer Experience Movers and Shakers as a Customer Experience Leader.
She handles the strategic planning of the entire North America Sales Center business channel. Heidi is a leader in her
field having extensive contact center experience in sales, training, process, marketing, and technology solutions
including artificial intelligence. She manages a staff of 50+ agents.

5. 5
Turning Your Contact Center into a Profit Center
by Leveraging Chat
1. Change
2. Conversations
3. Training
4. Technology
5. Results
6. Tips
A ge n d a

6. 6
60%
Subscription Rate
30%
Subscription Rate
WHAT IF
You Could
Supercharge Your
Live Chat Agents?!
Turning Your Contact Center into a Profit Center
by Leveraging Chat

7. 7
Turning Your Contact Center into a Profit Center
by Leveraging Chat

8. 8
❖ Either Increase Sales or Reduce Costs?
❖ Which is more fun?
❖ Which would make your Team (& CEO) Happier?
Turning Your Contact Center into a Profit Center
by Leveraging Chat
H o w t o M a ke a C o n t a c t C e n te r P r o f i t a b l e

9. 9
Turning Your Contact Center into a Profit Center
by Leveraging Chat
People Sell

10. 10
1 2
Customer Preference:
Millennials often prefer
chat. Many will go to a
competitor if you don’t
offer chat.
3
Perfection:
Chat conversations can
be more precisely
scripted and managed,
which leads to better
outcomes (i.e. $$$)
Deflection:
Chat is 30% the Cost
of a phone call
Turning Your Contact Center into a Profit Center
by Leveraging Chat
W hy L i ve C h at ?

11. 11
Chat Agent chat behavior drives 55.1% of total order size, 64.4% of sales conversions
Turning Your Contact Center into a Profit Center
by Leveraging Chat
W hy a re C o nve rs a t i o n s I m p o r ta nt ?

12. 12
Turning Your Contact Center into a Profit Center
by Leveraging Chat
Bots are Great at:
❖Routing
❖Menus
❖Decision Trees
❖Template FAQs
❖Account
Queries/resets
Jenny Craig’s Needs:
❖Sales Conversations
❖Maintaining Brand Voice
❖Emotional Intelligence (EQ)
❖Highly Skilled Sales
Conversations
W h e n to U s e B o t s

13. 13
Turning Your Contact Center into a Profit Center
by Leveraging Chat
Chat Platform Essentials

14. 14
C H A L L E N G E S
❖ Revenue growth expectations from CEO
❖ Reducing costs while improving service
❖ Live chat was a new, rapidly growing
channel
❖ Maintaining brand voice during a chat
conversation
❖ Hiring, managing agents, training &
motivating agents
Turning Your Contact Center into a Profit Center
by Leveraging Chat

15. 15
Turning Your Contact Center into a Profit Center
by Leveraging Chat
S u c c e s s e s : E n ga g i n g E m p l o ye e s

16. 16
Turning Your Contact Center into a Profit Center by
Leveraging Chat

17. 17
Turning Your Contact Center into a Profit Center
by Leveraging Chat
S u c c e s s e s : Tra i n i n g & O n b o a rd i n g

18. 18
Turning Your Contact Center into a Profit Center
by Leveraging Chat

19. 19
Turning Your Contact Center into a Profit Center
by Leveraging Chat
S u c c e s s e s : Ret u r n i n g A ge nt s

20. 20
Profitability Customer
Happiness
Agent
Happiness
Turning Your Contact Center into a Profit Center
by Leveraging Chat
Results of Leveraging Live Chat?

21. 21
YoY Revenue Growth87%
INCREASE in Chat Conversations per
Agent31%
DECREASE in Cost per Interaction55%
95% INCREASE in Chat Conversions
HAPPIER Agents, Customers,
Managers & CFOs
100%
R ES U LT S
Turning Your Contact Center into a Profit Center
by Leveraging Chat

22. Q&A
Heidi Rote
With: With:
Tony Medrano
Director, North America Sales Center, Jenny Craig USA
Linkedin: /in/heidirote/
Twitter ID: @HeiRo4590
Email: Heidi.rote@cjc.com
Website: jennycraig.com
https://www.customercontactcentral.com/webinar-series/moving-to-the-cloud/
https://www.customerexperienceupdate.com/webinar-series/moving-to-the-cloud/
CEO, RapportBoost.ai
Linkedin: /in/tonymedrano/
Twitter ID: @TMedrano2
Email: tony@rapportboost.ai
Website: rapportboost.ai