Automate your Ticketing system

Transcription

1 Automate your Ticketing system By integrating it with your screen-pop and adding ticket guidance

2 Where can you squeeze call times? Automating your Ticketing System (or CRM etc) Provide guidance on efficient ticket resolution Auto disposition Start of Call During Call End of Call

3 Where can you squeeze call times? Start of Call During Call End of Call

4 The Pareto Principle (The 80/20 rule ) for many events, roughly 80% of the effects come from 20% of the causes. Examples: 80% of your sales come from 20% of your clients 80% of crimes are committed by 20% of the criminals 80% of my mistakes will happen in the first 20% of this webinar!

5 The 80/20 rule strikes again 80% of your call inefficiency happens in the first 20% of the call

6 Inefficiency at the start of the call is costing you millions

7 A typical inbound call Call is received by the agent Screen Pop shows customer phone number or name Agent opens Ticketing System Agent finds customer and navigates to correct screen

8 This inefficiency causes Long Average Handle Time A poor customer experience Expensive call transfers

9 Connect and Automate Call is received by the agent Screen Pop shows customer phone number or name Agent opens Ticketing System Automatically launch and navigate application Agent finds customer and navigates to correct screen

10 Translates to Big Savings For a 100 agent call center with a loaded agent cost of $20, a 20 second AHT reduction equates to savings of: $376, 000

11 Savings $4,000, $3,500, $3,000, $2,500, $2,000, $1,500, $1,000, $500, $ Agents 200 Agents 500 Agents 1000 Agents

12 How do you simplify this process?

13 1 Listen for Screen Pop 2 Automate retrieval 3 Navigate

14 Software monitors your desktop and waits for the screen pop to occur. Ties into your existing screen pop mechanism 1 Listen for screen pop

15 Enter customer phone number or account lookup and auto retrieve data 2 Retrieve

16 Stage application to correct screen for that call type 3 Navigate

17 Example

18 Actual Use Case Calls coming into bill inquiry group questioning the changes in bill amounts Agent needs to first bring up previous bill and current bill, and try determine the changes and why the premium changed Bringing up all this information is surprisingly tricky, in that the agent has to navigate in and out of the system to pull up both bills And all of this has to be done before the call can happen. Total handle time for this call is around 7-8 minutes Solution was to automate this process and then give control back to the agent.

19 Actual Use Case cont After: Automate retrieving both bills Display both bills side by side 2 screens 2-3 min AHT

20 How do you do it?

21 Software Solution Small Desktop component that will: Monitor your agent screen-pop Integrate with your ticketing (or CRM) system Does not require any modification to your existing desktop applications!

22 Does it work with?

23 Works with all ticketing and CRM systems

24 Ticket Guidance

25 Where can you squeeze call times? Start of Call During Call End of Call

26 The Pain

27 Increasingly complicated support tickets that require agents to understand complex product configuration, technical troubleshooting, and multi vendor solutions Agents lack the right information at the right time to effectively resolve tickets Highly frustrated agents, a backlog of open tickets, and unhappy customers

28 The Solution Jacada Ticket Guidance

29 Jacada Ticket Guidance embeds agent guidance and scripting directly within Zendesk or your ticketing system both before and while working on a ticket. Agents are guided step by step on the most efficient route to either resolve complex tickets or route them effectively, resulting in far more efficient work processes and a marked increase in resolving the issue correctly the first time.

30 Jacada Ticket Guidance on Zendesk Jacada Ticket Guidance loaded when relevant Flow can update ticket

31 Use case 1- Interaction opened to guide agent Dynamically open agent guidance in context to the ticket being worked Provide step-by-step guidance to most efficient ticket resolution Script has access to Zendesk variables

32 Use case 2- Update Zendesk from Script Agent scripting and guidance can be used for initial triage and create or update a ticket in Zendesk as necessary Flow can update ticket

33 Graphical Designer Easy to use Visual Tool No IT knowledge required Scripts and Rules built graphically Publish directly to Zendesk

34 Advanced Ticket Analytics Sophisticated audit trail, maps & reporting Monitors interaction performance & bottlenecks Insights for optimized interactions points Ideal for Continuous Improvement Most agents followed this path A lot of agents took a while to get past these points Agents escalating ticket here

35 Where can you squeeze call times? Automating your Ticketing System (or CRM etc) Provide guidance on efficient ticket resolution Auto disposition Start of Call During Call End of Call

36 Benefits Summary

37 Benefits Lowers Average Handle Time (AHT) Improves First Call Resolution (FCR) Improves Customer Satisfaction

38 Offices Customers

39 Finance & Banking Healthcare Telecom Retail

40 Contact Jacada if you would like to see a demonstration or experience this on your ticketing system