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Linda Yeardley| Director, Digital Transformation, eGain 8 March 2016
ALL AGENTS,
ALL CALLS,
NO TRAINING
WHY NOW?
Agent Knowledge:
Surely that’s not digital?!
Digital Transformation is a significant
change management programme
DT often focuses on the customer
but impacts the employee
Empowering employees, making it
easier for them to serve customers,
reduces a major barrier to change
THE CHALLENGE
The gap between customers and agents today
CUSTOMER AGENT
CONNECTED
INFORMED
IMPATIENT
USES MULTIPLE SILOED SYSTEMS
HAS INCOMPLETE INFORMATION
NEEDS TIME TO FIND THINGS
© 2015 Forrester Research, Inc. Reproduction Prohibited
73%
68%
58%
37%
Customers rely more on self-service so assisted
interactions are more difficult
Help or FAQs
on a company
website
Phone
Email
Chat
Twitter
76%
Source: January 2015, “Channel Management Core To Your Customer Service Strategy”
Only a few “star” agents are able to
meet the needs of the new customer
What if you could
clone them?
All Agents
performing
as “Star”
Agents
Easy for Agents
All Agents capable
of taking all calls
Great experience
for the customer
THE SOLUTION
AI?
From artificial… To assisted
There is a new
breed of agent
“I don’t need to
know anything as
long as I know
where to find it!”
All agents,
all calls
eGain
Knowledge
Three kinds of customer queries
(informational, transactional,
diagnostic/advice)
80-20 Pareto Principle to
prioritize
Step 1
Scope
Answers
Conversational knowhow
Alignment with brand
Step 2
Capture
Regulatory (e.g. Ask this but not
that)
Best practice (e.g. Ask about
fries when you sell a burger)
Brand-aligned policies (e.g. No
questions asked refund)
Step 3
Comply
Proactive and reactive
Omnichannel and omni-device
Contextual (real-time and
historical)
Step 4
Disseminate
Publish
Crowdsource
Federate
Step 5
Expand
Identify knowledge gaps
Assess knowledge effectiveness
Monitor agent performance
Step 6
Optimise
THE PRIZE
525
old processes
with significant
duplication
Barclays Africa Group
Goal: Lead the industry in Customer Sat
80%
staff churn likely
due to office
relocation
18
months to
get to goal
52%
Duplicate processes
eliminated, clean
processes in eGain
9 months
after project kickoff…
50%
reduction in agent
onboarding time
All agents,
All calls
45
44
52
51
41
41
60
38
39
51
37
39
OVERALL SERVICE DELIVERY
FROM PRIMARY CONTACT
2012
OVERALL SERVICE DELIVERY
FROM PRIMARY CONTACT
2013
OVERALL SERVICE DELIVERY
FROM PRIMARY CONTACT
2014
% OF EXTREMELY SATISFIED CLIENTS
ABSA BANK 2 BANK 3 BANK 4
And 9 months after go-live…
L
a
u
n
c
h
MA R CH 1 4 ,
2 0 1 4
Complex & legacy processes
Seasonal peaks
14 weeks training
UK Financial
Services
Client
< 1 week to Agent productivity!
Flexibility to meet peaks
Re-location of contact centre
With eGain
Knowledge
50% reduction in Agent training
time
Agent induction training reduced
by 60% - from 10 weeks to 4 weeks
Agent induction training reduced
by 65% - from 6 weeks to 2 weeks
25% reduction in Agent training
time + multi-skilling
Empower all Agents
Transform Customer Service
Increase Flexibility & Agility
All agents, all calls
Start small, grow fast
With our Try+Buy program
in eGain Cloud
Enjoy business benefit in
days rather than months
Visit the Try+Buy Booth in
the Demo Lounge!
27
© 2016 eGain Corporation. All rights reserved.

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