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

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

Feb 20, 2024 97 likes •356 views

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

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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

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in next 14 min

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

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Past 20 Years

78%

Purdue University

20% stdv

75%

Call Center Helper

2000 2020 What is a Good First Contact Resolution Rate

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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

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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

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Technology Operation People

In the Heart of Contact Center

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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

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Operation Technology People

Can AI Help

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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

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Conversation Intelligence Contact Center Intelligence Customer Intelligence Interaction Intelligence

10

Layers of AI for Contact Centers

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Assistance Optimization Recommendation Discovery Prediction Prescription Alert Automation

11

AI Promise

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

Operation Technology People

12

AI Effect

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AI, Super Agents and FCR

voapps.com

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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

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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

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FCR vs. CSAT

20%

Stella Connect

First Contact Resolution Rate

40% 60% 80% 100%

★★★★★ ★★★★★ ★★★★★ ★★★★★ ★★★★★

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Can AI Do This?

20%

Stella Connect

First Contact Resolution Rate

40% 60% 80% 100%

★★★★★ ★★★★★ ★★★★★ ★★★★★ ★★★★★

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How AI Might Help

Enhancement Optimization

MetricNet

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

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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

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CRM / CSM Knowledge Base Customer Conversational Transcript Old Conversations

AI

”BRAIN”

Agent

How does AI Help Agents - in Real-time

Assist Intent Spotting Insight

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The Brain

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+ 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

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

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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

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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