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What is Agent Guidance?

Deliver effective interactions and ensure optimal performance of all your agents. Utilizing interactive guidance and next-best actions, your agents know exactly what to do, when to do it, and how to do it. Agent guidance can work in concert with automation technology to drive shorter calls, better customer interactions and shorter agent training times.

Pain

Agents are operating in increasingly complex environments. Call types are becoming more complex (after all, the simpler calls are being handled by self-service solutions), the regulatory landscape is becoming more challenging, and companies are offering more products and services.

Agents are often left to utilizing outdated static scripts, or worse, relying on poorly memorized scripts from training conducted months ago.

The result? Long call times and frustrated customers (and agents), a high error rate severely impacting first call resolution, and, perhaps more scarily, actions outside of approved company or legal regulatory requirements.

Agent guidance may be appropriate if…

Your agents are dealing with complex applications or processes resulting in errors or long call times

Your organization is looking to improve First Call Resolution

Your organization wishes to reduce agent training time and agent churn

Your agents can’t keep par with the constant changes in (and additions to) products, services and price plans

Solution

Agent Guidance ensures your agents interact the right way, at the right time. Working side-by-side with your existing desktop applications, Agent guidance does not require agents to learn a new environment. Instead, they are guided in real-time with helpful step-by-step prompts, coupled with automation to perform tasks on behalf of the agent.

Help agents navigate application or process complexity with next-best-action

Guidance will ‘hand-hold’ agents through the complex sequence of steps often needed to accomplish a customer request. Combining on-screen prompts, scripts and automation, your agents will rapidly adopt to this way of working, with no training needed.

Enforce compliance and reduce risks

In the face of increasing regulations, ensure that your agents are not relying on poorly memorized scripts. Instead provide real-time guidance that ensures full compliance with both company procedures and legal requirements.

Provide consolidated views

Agent guidance isn’t just about scripting or next-best-action. Easily combine disparate data sources to provide agents with important consolidated views of the customer or customer interaction history.

Automates processes

In addition to next-best-action, our agent guidance solution drives further efficiency through our 25 years of experience in automating systems and business processes. Whether its agent desktop automation or back-office automation, your unified desktop will minimize manual activities currently being performed by your agents.

Help Me Choose

Driving contact center efficiency can be done through unification, guidance, automation and/or a personal assistant. Which technology is appropriate for you?

If you have...

Desktop complexity - Many desktop applications resulting in a lot of duplicate data entry and long call times.

...You should consider

If you have...

Application or process complexity – A few very complicated applications or processes which agents struggle to follow effectively.

...You should consider

If you have...

Manual processes – If your agents are doing many manual processes such as data entry, cut & paste operations or long navigation sequences

...You should consider

If you have...

Guidance and assistance – If your agents could use help finding answers, the next best action, advice or task automation during and following customer interactions

...You should consider

If you have...

...You should consider

Desktop complexity - Many desktop applications resulting in a lot of duplicate data entry and long call times.

Application or process complexity – A few very complicated applications or processes which agents struggle to follow effectively.

Manual processes – If your agents are doing many manual processes such as data entry, cut & paste operations or long navigation sequences

Guidance and assistance – If your agents could use help finding answers, the next best action, advice or task automation during and following customer interactions

Many deployments consist of a mix of these approaches. Contact us for a solution overview and to help “right-fit” a solution for you.

Results

Our agent guidance solutions are used by tens of thousands of agents on daily basis at global organizations of all sizes. Agent Guidance will deliver:

A minimum 20% Average Handle Time reduction

A 30% minimum first call resolution improvement

Up to 70% reduction in agent training time.

Don’t take our word for it. Fortune-1000 companies globally benefit from our unification, guidance and automation solutions and you can see their results here

Jacada's Self-Service Solutions

We also offer self-service solutions for your customers that automate the entire service experience.

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