Joe Cassidy Managing Director
Self-Service In-Person Contact Center
TKDialogs <ul><li>International users of TKDialogs and CRM </li></ul>
TKDialogs <ul><li>Other users of TKDialogs and CRM </li></ul>
TKDialogs <ul><li>Local Government users of TKDialogs and CRM </li></ul>
The Plight of The Contact Center Agent
TKDialogs <ul><li>Customer Services </li></ul>Interpersonal skills of a psychologist  Job Specification
TKDialogs <ul><li>Processes and Inquiry Types </li></ul>Organisational Model Process Library Process Details
TKDialogs <ul><li>Customer Services </li></ul>Possibly 100’s of inquiry types to be handled by the agent with an aim to re...
TKDialogs <ul><li>Data Quality </li></ul>Data needs to be entered into the CRM or other systems to provide executive KPIs ...
TKDialogs <ul><li>Service agent profile </li></ul><ul><li>Typically </li></ul><ul><li>Salary: Low  </li></ul><ul><li>Turno...
TKDialogs <ul><li>What does TKDialogs  and CRM deliver? </li></ul><ul><li>A single user interface for the Agent  </li></ul...
TKDialogs <ul><li>Dialog Player: easy to use, “read and click” interface </li></ul>
TKDialogs <ul><li>Dialog Player: Player running in a CRM iFrame </li></ul>
TKDialogs <ul><li>Dialog Player: same dialogs run on the website </li></ul>
TKDialogs <ul><li>Dialog Player: customer survey running on the web </li></ul>
TKDialogs <ul><li>Documents, emails and links to other systems </li></ul>
TKDialogs <ul><li>Dialog Builder </li></ul><ul><li>Rapid Application Development tool </li></ul><ul><li>Automatically gene...
TKDialogs <ul><li>Dialog Builder: easy to use design tool </li></ul>Dialog Builder: sub dialog Dialog Builder: embed CRM d...
Joe Cassidy Managing Director [email_address] www.teamknowledge.co.uk
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Call Scripting, an Essential Element of CRM in Customer Services | SugarCon 2011

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The key role of Customer Service agents is to deal with their clients. CRM is an essential support tool for this role but it must be intuitive and provide the necessary business logic so the agent can handle any inquiry/complaint as if an expert.

This is what intelligent call scripting will provide.

Presented by Joe Cassidy, Managing Director, Team Knowledge, at SugarCon 2011.

Published in: Business
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Call Scripting, an Essential Element of CRM in Customer Services | SugarCon 2011

  1. 1. Joe Cassidy Managing Director
  2. 2. Self-Service In-Person Contact Center
  3. 3. TKDialogs <ul><li>International users of TKDialogs and CRM </li></ul>
  4. 4. TKDialogs <ul><li>Other users of TKDialogs and CRM </li></ul>
  5. 5. TKDialogs <ul><li>Local Government users of TKDialogs and CRM </li></ul>
  6. 6. The Plight of The Contact Center Agent
  7. 7. TKDialogs <ul><li>Customer Services </li></ul>Interpersonal skills of a psychologist Job Specification
  8. 8. TKDialogs <ul><li>Processes and Inquiry Types </li></ul>Organisational Model Process Library Process Details
  9. 9. TKDialogs <ul><li>Customer Services </li></ul>Possibly 100’s of inquiry types to be handled by the agent with an aim to resolve 80% at the 1 st point of contact Job Specification Knowledge of an expert Interpersonal skills of a psychologist
  10. 10. TKDialogs <ul><li>Data Quality </li></ul>Data needs to be entered into the CRM or other systems to provide executive KPIs Job Specification Knowledge of an expert Skills of a computer operator Interpersonal skills of a psychologist
  11. 11. TKDialogs <ul><li>Service agent profile </li></ul><ul><li>Typically </li></ul><ul><li>Salary: Low </li></ul><ul><li>Turnover: High </li></ul><ul><li>Training: Constant requirement </li></ul>Job Specification Knowledge of an expert Skills of a computer operator Pay: minimum wage Interpersonal skills of a psychologist
  12. 12. TKDialogs <ul><li>What does TKDialogs and CRM deliver? </li></ul><ul><li>A single user interface for the Agent </li></ul><ul><li>“ Multi-skills” contact center staff </li></ul><ul><li>Resolves enquiries at the first point of contact </li></ul><ul><li>Qualifies enquiries for back office </li></ul><ul><li>Frees up back office staff </li></ul><ul><li>Multi-channel service delivery </li></ul><ul><li>Ensures consistency </li></ul><ul><li>Enhances customer service </li></ul>Easy to develop, easy to change and rapid to deploy
  13. 13. TKDialogs <ul><li>Dialog Player: easy to use, “read and click” interface </li></ul>
  14. 14. TKDialogs <ul><li>Dialog Player: Player running in a CRM iFrame </li></ul>
  15. 15. TKDialogs <ul><li>Dialog Player: same dialogs run on the website </li></ul>
  16. 16. TKDialogs <ul><li>Dialog Player: customer survey running on the web </li></ul>
  17. 17. TKDialogs <ul><li>Documents, emails and links to other systems </li></ul>
  18. 18. TKDialogs <ul><li>Dialog Builder </li></ul><ul><li>Rapid Application Development tool </li></ul><ul><li>Automatically generates easy-to-use web pages </li></ul><ul><li>Provides unified access to multiple CRM modules </li></ul><ul><li>Provides unified access to multiple data sources </li></ul><ul><li>Automates business logic based on user input, calculations and multiple data sources </li></ul><ul><li>Generates documentation from multiple modules and data sources </li></ul><ul><li>Populates CRM records and links to other products </li></ul><ul><li>Automates CRM activities </li></ul>Easy to develop, easy to change and rapid to deploy
  19. 19. TKDialogs <ul><li>Dialog Builder: easy to use design tool </li></ul>Dialog Builder: sub dialog Dialog Builder: embed CRM data in call scripts
  20. 20. Joe Cassidy Managing Director [email_address] www.teamknowledge.co.uk

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