POWERING the future of intelligent customer engagement...© 2020 Nuance Communications, Inc. All...
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Customer eXperience Summit 2020 #CXS20NA POWERING the future of intelligent customer engagement
Transcript of POWERING the future of intelligent customer engagement...© 2020 Nuance Communications, Inc. All...
Customer eXperienceSummit 2020#CXS20NA
POWERING the future of intelligent customer engagement
© 2020 Nuance Communications, Inc. All rights reserved.
Happy agents = Happy customersFebruary 2020
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Presenters
Josefine FouargeSr. Principal Solutions Marketing
Bridges SmithDirector Product Management,
Intelligent Engagement Solutions
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Reality about being a contact center agent
What I really do What marketers think I do
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Expectations for agents are growing
Chat agents Asynchronous agentsCall agents
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Call agents
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Job description for a call agent
Job descriptionSupport one customer at a time during 1-on-1 phone engagements
Skills required
ChallengesCall agents
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Challenges
Skills required
Job descriptionSupport up to 3 customers at a time during text-based engagements
Job description for a chat agent
Chat agents
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Job description for an async agent
Job descriptionSupport unlimited* customers at a time during text-based engagements
Skills required
ChallengesAsynchronous agents
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How customers behave
70%75% 1.3One engagement Avg engagements
per conversationRe-engagement within one hour
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Channel-specific agent response SLAs
<30 sec
Initial Response Time
Current SLA
Average Response Time
92%85%
70%
54%44%
0%
50%
100%
1-15
16-3
0
31-4
5
46-6
0
61+
CSA
T
Seconds
Impact of Average Agent Response Time on CSAT
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Asynchronous conversations last longer
Customer Response Time
+39%(108 sec vs. 77
sec)
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What challenge do they all have in common?
Chat agents Asynchronous agentsCall agents
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AI empowering agents
Agent assistance Agent training
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Agent Coach provides AI-driven next-best-action
recommendations based on customer conversation
Optionally filter recommendations while
the agent is typing
Age
nt C
oach
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Leverage the benefits of asynchronous conversations
Use AI to provide relevant information
Address your agents’ unique challenges
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© 2020 Nuance Communications, Inc. All rights reserved.
Thank YouQuestions:[email protected]@nuance.com
Customer eXperienceSummit 2020#CXS20NA
POWERING the future of intelligent customer engagement
