First Contact Resolution How To Get It Right First Time, Every Time - - PowerPoint PPT Presentation

first contact resolution
SMART_READER_LITE
LIVE PREVIEW

First Contact Resolution How To Get It Right First Time, Every Time - - PowerPoint PPT Presentation

First Contact Resolution How To Get It Right First Time, Every Time Jafar Adibi Head of AI & Data Science Talkdesk Call Center Helper Magazine The information contained in this document is property of Talkdesk and can only be used by the


slide-1
SLIDE 1

Talkdesk Proprietary & Confidential

The information contained in this document is property of Talkdesk and can only be used by the intended recipients. The reproduction or communication of information in this document without Talkdesk approval is forbidden.

Talkdesk Proprietary & Confidential

First Contact Resolution How To Get It Right First Time, Every Time

Jafar Adibi Head of AI & Data Science Talkdesk

Call Center Helper Magazine

slide-2
SLIDE 2

Talkdesk Proprietary & Confidential

in next 14 min

2

01 FCR Status and Stats 02 How AI Might Help 03 AI, FCR and Super Agents

slide-3
SLIDE 3

Talkdesk Proprietary & Confidential

3

Past 20 Years

78%

Purdue University

20% stdv

75%

Call Center Helper

2000 2020 What is a Good First Contact Resolution Rate

slide-4
SLIDE 4

Talkdesk Proprietary & Confidential

4

01 02 03

Possible Reasons

Contact Center Market

More e-commerce and SaaS means more contact centers People, problems and issues are getting more sophisticated Contact center world has not adapted with the technology as much as they have to

slide-5
SLIDE 5

Talkdesk Proprietary & Confidential

5

Why This is Very Important

200 50 $6 180K 70%

Agents Calls Every Day Your FCR Current Rate 5% Below avg. Cost Per Call More Calls in a Year

$1 M

Your Loss in One Year

ONLY EXTRA CALL LOSS

slide-6
SLIDE 6

Talkdesk Proprietary & Confidential

6

Technology Operation People

In the Heart of Contact Center

slide-7
SLIDE 7

Talkdesk Proprietary & Confidential

7

What to Improve to Improve FCR

Address Common Issues, Improve Support , Streamline Communication Right software, Right Infrastructure, Right Data Platform, Automation Agent Autonomy, Agent Performance, Customer Analytics

Operation Technology People

slide-8
SLIDE 8

Talkdesk Proprietary & Confidential

8

Operation Technology People

Can AI Help

slide-9
SLIDE 9

Talkdesk Proprietary & Confidential

9

Then Now

Some Robotis Golf Carts Autonomous Cars Mining Text for Information Automated Cancer Detection Early Stage Spam Filters Strong Spam Filters Naive Siri Working Siri Deep Blue Alpha Go

slide-10
SLIDE 10

Talkdesk Proprietary & Confidential

Conversation Intelligence Contact Center Intelligence Customer Intelligence Interaction Intelligence

10

Layers of AI for Contact Centers

slide-11
SLIDE 11

Talkdesk Proprietary & Confidential

Assistance Optimization Recommendation Discovery Prediction Prescription Alert Automation

11

AI Promise

slide-12
SLIDE 12

Talkdesk Proprietary & Confidential

Optimization, Automation, Outlier Detection Infrastructure, Data Platform, Better Quality Customer Information, Agent Performance, CSAT

Operation Technology People

12

AI Effect

slide-13
SLIDE 13

Talkdesk Proprietary & Confidential

13

AI, Super Agents and FCR

voapps.com

slide-14
SLIDE 14

Talkdesk Proprietary & Confidential

14

FCR vs. Agent Training

New Agent Training Hours

50 100 150 200 250 300 350 400

Net FCR (Percent)

40 60 80 100 20

MetricNet

slide-15
SLIDE 15

Talkdesk Proprietary & Confidential

15

Can AI Do This?

New Agent Training Hours

50 100 150 200 250 300 350 400

Net FCR (Percent)

40 60 80 100 20

MetricNet

slide-16
SLIDE 16

Talkdesk Proprietary & Confidential

16

FCR vs. CSAT

20%

Stella Connect

First Contact Resolution Rate

40% 60% 80% 100%

★★★★★ ★★★★★ ★★★★★ ★★★★★ ★★★★★

slide-17
SLIDE 17

Talkdesk Proprietary & Confidential

17

Can AI Do This?

20%

Stella Connect

First Contact Resolution Rate

40% 60% 80% 100%

★★★★★ ★★★★★ ★★★★★ ★★★★★ ★★★★★

slide-18
SLIDE 18

Talkdesk Proprietary & Confidential

18

How AI Might Help

Enhancement Optimization

MetricNet

Agent Assist Agent Coaching Skill Based Routing IVR Optimization Smart Routing Attribute Based Routing Smart Dialer

slide-19
SLIDE 19

Talkdesk Proprietary & Confidential

19

Mapping the right problem to the right agent

Optimization Enhancement Optimization Enhancement

Agent Super Agent

Brining the right insight at the right time

How AI can Make Super Agents

slide-20
SLIDE 20

Talkdesk Proprietary & Confidential

20

CRM / CSM Knowledge Base Customer Conversational Transcript Old Conversations

AI

”BRAIN”

Agent

How does AI Help Agents - in Real-time

Assist Intent Spotting Insight

slide-21
SLIDE 21

Talkdesk Proprietary & Confidential

21

The Brain

slide-22
SLIDE 22

Talkdesk Proprietary & Confidential

+ 40 Others

Web Mobile Social IOT

Context Integrations

Intent Spotting RIght Channel Agent Coaching Smart Routing RIght IVR Route VA or Live Agent Better Agent Performance Optimize Agent Intelligence

Summary

22

Agent Assist Enhance Agent Intelligence FCR, AHT SL, AHT FCR, CSAT FCR, ACW, CSAT, AHT FCR, CSAT, AHT

slide-23
SLIDE 23

Talkdesk Proprietary & Confidential

Assist Omnichannel Engagement Routing Analytics

ACD IVR Agent Experience Studio Outbound Voice Email Chat SMS & Others Workforce Mgmt. Quality Mgmt. Performance Mgmt. Live Explore Benchmark Speech Analytics

40+ Integrations 100+ AppConnect Partners

And more And more

Talkdesk Enterprise Contact Centre

Agent Assist Supervisor Assist Customer Assist

23

slide-24
SLIDE 24

Talkdesk Proprietary & Confidential

The information contained in this document is property of Talkdesk and can only be used by the intended recipients. The reproduction or communication of information in this document without Talkdesk approval is forbidden.

Thank You

Jafar Adibi jafar.adibi@talkdesk.com @jafaradibi