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Building a Partnership That is Uniquely You

&. Building a Partnership That is Uniquely You. Chat Agent Management Best Practices. Chat Environment. Chat is the evolution of Customer Service, Support, and Sales.

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Building a Partnership That is Uniquely You

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  1. & Building a Partnership That is Uniquely You

  2. Chat Agent Management Best Practices

  3. Chat Environment • Chat is the evolution of Customer Service, Support, and Sales. • As the world becomes more technologically connected, chat allows us the ability to reach out to more customers on their own schedule. We find a vast amount of chat sessions are from those at work or not looking to call. Chat is almost always faster in connecting the customers to an agent faster than phone IVRs or hold times via phone. • More transactions, lower AHT, and higher utilization from employees. • Chat offers a unique experience, one in which the chat agent(s) can lean on their peers without distracting a customer or another interaction (no hold times, no background noise, etc.) • Agents can assist multiple customers at once.

  4. Scope of Workforce • Currently managing two LivePerson accounts • One PFP (Pay for Performance) account with LivePerson as our partner in generating sales for a major telecom company. • Another sales program in which we manage agents for an online Travel deal website. • Challenges • Managing multiple accounts, quality guidelines, and clients. • High paced / high sales quotas. • Maintaining performance of over 20 direct employees.

  5. Recruitment • Recruitment is key to a successful chat program. Key identifiers are: • Chat background a plus! Even avid use of Jabber/XMB platforms such as social media are positives. • 40+ WPM vital for chat concurrency of two or more. • Call center experience or high-paced sales environments in previous jobs are also highly sought after characteristics.

  6. Leadership • As a program grows or even launches on a large scale, a confident and structured leadership present is vital. • For every program, a designated Team Leader is important. One individual should understand and take complete ownership of the goals. • Subject matter experts (SME) or senior agents should be identified early. Our best practice is one SME per 8-10 agents depending on the workload of the group.

  7. Quality Assurance • Quality Assurance is also important function to a successful chat program. • Having dedicated resources for Quality allows leaders to focus on coaching/training. • Ensuring agents are consistent and adhering to set processes and policies diminish the chance of a poor customer experience. • We have shown dedicated resources for Quality vastly improve our CSAT and conversion values as opposed to tasking simply the leaders with this work. • We empower our agents to monitor their evaluations weekly, offer them the opportunity to challenge their scores, and then follow up with a formal one-on-one.

  8. QA Evaluation Review – KnoahsARK • Our Employees are empowered to monitor their evaluations (2 assessments done) outside of a formal coaching, enabling them to notice and correct their errors proactively.

  9. Live Monitoring- Console View • With the LivePerson console, we have the ability to monitor all live chats, view a customer’s navigation (web pages visited), and important info such the customer’s system information and locale. • The console allows us to provide real time coaching and monitoring. When we coach an agent, they will see text in green which is not viewable by the customer.

  10. Real Time Utilization - Console • The LivePerson Admin Console gives the best possibility of success with real time feedback by means of: • Encouragement/Kudos • Real time coaching • Guidance with canned messages

  11. Live Monitoring - Coaching This chat is an example of where a chat agent was provided with coaching text that helped clarify the customer’s question and allowed the agent to take control of the chat and ask for the sale. Ultimately, with the assistance of coaching from a supervisor, this chat ended with a sale and a positive customer survey.

  12. Live Monitoring – Operator Status • Real time monitoring tools allow our support team to monitor utilization, service levels, abandonment, average response times, and more! We can view these metrics not only at a site level, but also at an individual agent level.

  13. Live Monitoring – Operator Status • Break management, individual utilization, and handle times can be managed in real-time proactively. • These functions and features of LivePerson allow us to avoid negative customer experiences and devote our resources where necessary.

  14. Reporting and Analytics • Reports give our support team the ability to deep dive based on specific variables • Here is an example of a CSAT search.

  15. Reporting and Analytics – Transcript Archive • The transcript archive allows our team to search for chats by operator, date, time, specific words or phrases, survey responses, and more!

  16. Thank you

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