Steve Pappas shares his views on enabling Call Center Agents to become SME Rockstars from Day One. This was initially delivered as part of the last CRM Roundtable webinar sponsored by CRM Magazine.

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

9. Skills Based Routing
or

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

12. www.panviva.com
Steve Pappas
spappas@panviva.com
978-743-6650, T: @sxp01
All Agents:
ONE answer
RIGHT answer
SAME answer