A desktop application to empower agents with the tools required to deliver the desired experience to our customers with more simplicity and less impact on other operational targets. Communication emails were sent to build awareness of the tool, use cases and purpose prior to the launch. Utilization reports were developed, and utilization was introduced as a target during the nesting phase with a gateway of 70% and included in weekly performance dialogues to build dependence. The tool was designed to:
Generate personalized assurance and confirmation text message templates based on the selected call type and required assurances, reducing the time and effort
required from agents, improving the CX, reducing AHT, increasing FCR and in turn reducing repetitive calls.
• Generate case documentation based on call type and additional factors selected that comply with company standards while providing agents with the ability to edit and amend the documentation if required.
• Provide a callback and follow-up management tool that provides alerts with full case descriptions, prompting agents to fulfill the callback or snooze if engaged in an interaction and send a text message to notify the customer they are still to receive
the promised callback.
• Log the tool utilization info, call timing and caller info to measure NPS, ASAT, FCR and in certain cases AHT per call type and feed a real-time dashboard to provide the management with insights into customer interactions, contact reasons, trends and bottlenecks.
• Provide agents with a performance score-card to know where they are standing and development opportunities.