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Webinar Replay: Add Agent Guidance to Your Ticketing System

Webinar Replay: Add Agent Guidance to Your Ticketing System

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Are you struggling to meet your SLAs? Watch the webinar replay to explore how to guide your agents from within your existing ticketing system to successfully answer customers’ needs.

Key discussion points:

  • Zendesk Use Case: Easy installation directly from within the Zendesk Appstore
  • Fast and effective ticket resolution, regardless of complexity level
  • Next best action software solution” capabilities all within the existing ticketing system
  • Agents are transformed into experts, dramatically reducing training time
  • Meet or exceed SLAs

{slider right arrow6  Audio Transcript|closed|grey}

Lee Judge: Good day, everyone. I’m your host, Lee Judge, and welcome to today’s webinar entitled, “Add Agent Guidance to Your Ticketing System and Speed Ticket Resolution,” brought to you by Jacada.
As a note, to honor privacy of our attendees, only your name will appear in the attendee window. Our presenter today is Karnail Jita, Solutions Consultant at Jacada. Today we’ll look at how to guide your agents from within your existing ticketing system to successfully answer customer’s needs as well as how to achieve fast and effective ticket resolution regardless of complexity level. Following the presentation there will be a Question-and-Answer session so please feel free to type your questions into the Q and A window at any time. Also as a note, to honor the privacy of our attendees, only your name will appear in the attendee window.
So let’s begin. The presentation’s all yours, Karnail.
Karnail Jita: Great. Thanks very much, Lee. And I’d like to add my welcome to you all as well. This is Karnail Jita. I’m a solutions consultant at Jacada, I’ve been with the company for about five years, and I specialize in the kind of solutions that are the theme for today, and it’s my pleasure to present this webinar on adding agent guidance to your ticketing system to speed up ticket resolution.
And for today, I have just three objectives that I’d like to achieve on the webinar. The first, if you’re not familiar with Jacada, I’d like to give a quick overview of who we are, what we do.
The second objective is a theme for this webinar, which is about how adding agent guidance to your ticket system will speed up ticket resolution.
And the third is to summarize and review the benefits of the agent and the ticketing guidance approach, and then look at potential next steps as well.
[00:02:00] A little bit about Jacada. We’ve been in the industry for about 25 years. We’re a pure customer care company. We’re focused on improving the customer experience and we do this across several channels. We have many millions of customers and tens of thousands of contact center agents benefit from our products and our solutions every single day. We work with large enterprise organizations throughout the world, and we’re headquartered out of Atlanta in the US, where myself and Lee are right now. We have offices throughout Europe, Asia, Australia, and we partner and go to market with all the major players in the industry.
Before we can talk of a solution, we need to understand the pains and challenges that are currently faced by agents within an organization, so let’s turn another look at what that pain and what those challenges are, first of all.
Jacada’s carried out literally hundreds of contact center engagements, and we’ve seen the following three things crop up time and time again on the agent desktop. The first is that queries, problems, and support tickets the agents are working on are increasingly complicated, and they require agents to understand complex product configurations, tech-support troubleshooting, and definitely multi-vendor solutions. The complexity means that, if you feel like ten agents are tackling a problem, chances are they’re doing it all very different ways. Though that in itself might not be a big deal, you know it might be quite acceptable, but the chances are that some of them are arriving at the wrong conclusion, or they’re going down the wrong path, or they are tackling the problem in probably what may not be the most efficient way possible. So what’s needed here is contextual guidance.
The second theme that we’ve seen is that adding contextual information – in other words, the right information, having that easily available to hand. Without that, you’ve got valuable time wasted.
[00:04:00] And the third theme is actually resolved through the first two, which is that agents get frustrated with the workload and the backlog they have of open tickets, and this inevitably will affect the customer base as well.
Now if you look at what effect this has on the organization you see that lengthy ticket resolution times and a high number of agents in the contact center leads to inevitably very high contact center costs in terms of telephone infrastructure, salaries, and so on, and it also becomes very difficult to manage and allocate resources when there’s unexpected peaks in call volume. We’ve seen many, many cases where agents just change their jobs just to get out of the high-pressure environment in the organization.
So to sum up, these are all the symptomatic pains and challenges of today’s tech support, and product support, and general contact center scenarios.
[00:06:00] Therefore, what I’d like to do now is turn our attention to how one organization, which, when it was faced with these pains and challenges, how they went to bat actually solving them. And the case study that we’ve picked today is actually Telefonica 02. They’re one of the largest TELCOs in Europe, they’ve got several thousand contact center agents employed in the contact center, and rather than increase their numbers even further, they look for a smarter solution to the problem of how can they reduce ticket escalations from level 1 to level 2, and how can they keep control of costs – rather than hiring more agents to solve the problem, how can we get smarter and actually keep control of costs that way. So, instead of constantly training agents to keep them up to date with all the latest routers and all the latest problem-solving techniques, what they did was they got level 2 agents to use Jacada’s Agent Guidance solution to create a solution that has all the knowledge of a level 2 agent instilled within it.
What that means is now when a level 1 agent is talking to a customer on the phone, it’s like they’re having a level 2 agent sitting next to them, guiding them through the triage, through the diagnostic process, and giving them a contextual knowledge base of information, and so ensuring they handle the problem or the query in the most efficient way because they’re handling it exactly as the level 2 agent would do.
And the results of this, I have to say, are absolutely astounding. If you look at the figures there– These are figures that are coming from Telefonica 02, and they tell us that with the Jacada solution they now have 50% fewer escalations to level 2, they’ve got a 25% increase in right first time, 40% reduction in training time, and all of this if you add it all up together it amounts to a significant reduction in cost and their cost base.
When I turn our attention to looking at how the market-leading work-up solutions that organizations like Telefonica 02 and many of those throughout the whole world entrust to handle their agent guidance. The Jacada solution, it’s a product called Jacada Agent Scripting, and it’s very powerful agent guidance, agent scripting solution, and it’s embedded directly inside of your ticketing system. The agent gets step-by-step guidance on the best way to handle a ticket, and for complex tickets with multiple paths where the agent normally relies on their training, this takes the risk of errors out of the scenario and it shows the agent resolves even the most complex tickets in the best possible way.
[00:08:00] How does it do this? Because the guidance and the scripting will have been configured using the knowledge and expertise of the best agent in the contact center. It’s like having them sit next to you, helping you, assisting, guiding along the way. And as you saw in the Telefonica 02 case study earlier, the results are very impressive. The marked increase in efficiency, which leads to a marked increase in resolving the issue correctly the first time.
And the key to this is about having the ticketing system, and the agent guidance, and scripted solution running side-by-side. [inaudible 00:08:24] and you can be sharing information that is reacting as if one single, seamless application.
What I’d like to do now is turn to an example to illustrate exactly that point. The fact that these two solutions – the ticketing system and the guidance solution – have to be one single application. So I’ll turn to an example to illustrate the point. And this picture here shows the world-leading Zendesk customer support system. We’re going to use that as an example. We’ve got a typical configuration of Zendesk shown here, all the details required by the agent to work on the ticket of their [inaudible 00:09:07] ticket, but that’s it. For instance, there’s no guidance on where to start, there’s no next best action, there’s no objection handling, there’s no rebuttal handling. So in short, there’s very little help on where to go next, on how to handle a ticket. And if you’re an experienced agent this may not be a big deal, but if you’re somebody relatively new to the company then this could be a major problem.
[00:10:00] This is where Jacada adds value. The Jacada Agent Ticket Guidance, it’s an agent application, you can download it from the Zendesk apps marketplace, and you can get it embedded directly in Zendesk. It takes just a few clicks to install it and configure it. And what the application does is it integrates the interaction flows into the ticketing environment, provides the agent with detailed workflows, and recommended actions to perform next. And this is what enables the agent to handle even the most complex tickets efficiently.
So what happens now with Jacada and Zendesk is that when the agent opens an existing ticket the ticket guidance application appears in a pane on the far right hand side. You can see it on-screen now. The look and feel of the application varies according to whether the agent is creating a new ticket, or whether they’re updating an existing one. So when agents are working on an existing ticket a single interaction is displayed in the ticket guidance pane, which is what you’re seeing there. And usually this interaction displays information that’s specific to the ticket, based on the ticket parameters. And Jacada can go and retrieve this information through a set of Zendesk ticket variables that are configured in Jacada’s interaction designer. Just bank that thought, we’ll come back to the interaction designer a little later.
So that’s what happens with an existing ticket, and when it’s opened the relevant interaction instance is launched at the page that was opened when the ticket is last worked on. What that means then is that the agent who had last worked on the ticket when they reach the third step of interaction, that step is automatically re-opened if that’s were they were last time. What that means is it’s not necessary for the agent to manually save and exit the interaction because Jacada will automatically take them back to where they were last time. But if the interaction instance is finished, if it’s complete, then the history flow for that instance is displayed when the ticket’s opened.
[00:12:00] In other words, when a ticket is escalated from level 1 to level 2, the level 2 agent can see exactly what actions and what steps the level 1 agent took before they escalated the ticket. When the agent’s finished working on a ticket, any updates they make through Jacada Ticket Guidance, they’re automatically added to the ticket. So for everybody to see. And the great thing about this is [inaudible 00:12:17] to manually cut and paste information from the interaction into the script, or manually add it to the script, all of which saves a significant amount of time.
How does the agent use Ticket Guidance in their normal day-to-day work? If you’ve ever used an agent guidance application like Jacada’s while you’re working on a ticket, you’ll know the two have to be very tightly integrated so they share information to help drive the guidance and they automatically update the ticket from whatever is done in the guidance tool. And that’s exactly how Zendesk and Jacada operates. When the ticket’s created, it’s optionally connected to a specific interaction, so when an agent opens it to start working on it that interaction is dynamically opened in context to the ticket. And this is what you can see in the Jacada Ticket Guidance window on the right hand side. The tool begins to provide step-by-step guidance to the most efficient ticket resolution, and the guidance is something that is typically created by subject matter experts, level 2 or level 1 engineers using the interaction designer, and I’ll cover that tool shortly.
[00:14:00] In this scenario, the agent’s completed using Jacada Ticket Guidance and it’s automatically inserted all the agent’s steps as a comment in the ticket, and that’s being currently highlighted by the red rectangle on the left. Just to be clear, let me just repeat that: everything the agent did within the Jacada Ticket Guidance, it’s automatically inserted that as a comment in the ticket so the agent doesn’t need to do that. This is what saves the agent a lot of valuable time and increases their efficiency as well.
Now you know that Jacada Ticket Guidance is great for providing agents with guidance or enforcing rules and procedures and ensuring corporate or regulatory compliance, but it’s also well-equipped to present the next best action to the agent. It can use the data from your underlying systems and of course Zendesk, and it can use business rules to determine what’s the next best action for the agent to take.
I turn our attention now to how interactions such as the used cases that we just covered are created in the first place. And you recollect my referring to the interaction designer, well that’s exactly where they’re created, and this is a picture of it here. This is a very easy to use visual tool. It’s all point-and-click, it’s all drag-and-drop, and it’s aimed at business analysts and subject matter experts to create interactions that run in Zendesk just like the one you saw earlier.
If you look at the top left hand corner there’s a series of widgets that carry out all sorts of functions, like they present a series of choices, they ask a question, they present a form to collect data, they configure business rules, and they manipulate data as well.
The pane in the center – the large part of the window – the pane in the center, that represents the flow of interaction and this pretty much looks and behaves like a flowchart so it’s easier to configure, easier to design and maintain, and best of all the interaction is created using clicks, not code.
[00:16:00] To finish off, the pane on the right hand side, that’s the simulator view, and that shows what the interaction will look like when it’s embedded inside of Zendesk. And these interactions can be tested and only when you’re completely satisfied is it then going to be published and made available to contact center agents.
Jacada Agent Guidance also provides you with detailed reporting. So out of the box you get something that we call heatmaps. You have a picture of one of them on the slide here, and with heatmaps you can understand the agent’s behavior like never before. It allows you to make changes to interactions and see the results in near real-time. For example the highlighted path that you see in the diagram that allows you to identify where the path that most of your agents are taking and helps you identify where most of your agents are leaving information out, or they’re not properly answering your question. And you can drill down into understanding why, and you can make changes, and immediately deploy the new flow and monitor the results.
Heatmaps and performance reports in particular – which is another canned report – help you understand how to ensure all your agents are working in the same efficient way.
[00:18:00] This is a diagram now of the usage dashboard. It’s a set of reports that provides a summary of the activity in your account, as well as a snapshot view of how your interactions are being used. The dashboard’s useful for identifying usage like the interactions and the applications that are used most throughout the whole contact center, which agents are using them, which agents are currently active with which interactions, what’s the highest number of concurrent agent sessions per day, and so on.
We’re almost at the end of this very short webinar, and how to add guidance to your ticketing system, and I’d like to just review the benefits of this solution, and then take your questions.
Each of these benefits have been realized by telecom organizations like Telefonica 02, cable operators like DTV, retail companies including Priceline, and many others in finance, in banking, in healthcare, and many, many other sectors. And what’s common across the organizations are the following points that you see there. They each found reductions in the core handling time, and they’ve found these especially for the complex tickets, and this allows them to do the same with the same number of agents without increasing the headcount.
They also found improvement in first call resolution, or right first time, because of the fact that subject matter experts’ expertise is embedded in the actual solution.
And lastly they’ve found that agent training times and ramp-up times are all greatly reduced as the agents exploit the power of the solution to resolve tickets faster and more effectively. And of course this is going to have a big effect on the bottom line, which is happier customers.
So where do we go from here? If you’re a Zendesk user I encourage you to start using the product straightaway. You can download the Jacada Agent Guidance from the Zendesk apps marketplace, and once you’ve provided your credentials you’re good to go. The whole process literally takes just a few minutes. If you’re not a Zendesk user you can download Jacada Agent Guidance [inaudible 00:19:56] from Jacada’s website.
[00:20:00] You can read more about Jacada from our website. You see the address on-screen there. Jacada dot com slash solutions slash zendesk. If you’d like to see it working please head over to the site, fill in the request a demo form, we’ll get back to you, show you what Jacada Agent Guidance can do for your customer experience.
And with that, I’ll turn in back to Lee so we can get to your questions.
Lee Judge: All right, thank you very much, Karnail, for your valuable insights on agent scripting and ticket resolution. Due to the [inaudible 00:20:35] in the webinar we’ll answer as many questions as possible from the Q and A window and then the remaining questions we’ll respond to individually after the event.
Let’s go to the Q and A window now, Karnail, I have a few questions here that we’ll go after.
The first question says, “Do I have to install Jacada on my servers, and how does that work?”
Karnail Jita: Right. Thanks, Lee. Okay so if I understand the question correctly Jacada’s got a cloud version of the Guidance Solution so there’s absolutely nothing to install on premise at all. What you do is purchase the license, you get access to the product, you do all that without having to procure hardware, or go through any kind of installation at all. So there’s a cloud version, absolutely nothing to install. No servers to procure.
Lee Judge: Okay. Great.
The next question we have here asks, “Your slide showed one agent guidance script for one ticket, but in my case when starting to work on a ticket there can be dozens of scripts that are irrelevant.”
Karnail Jita:

[00:22:00]

That’s a great observation and the attendee is absolutely correct. The slides appear to show one script per ticket, however what actually happened is that the agent was presented with a series of choices at the start of the troubleshooting, and through a process of triage the scripting solution gradually finds the most relevant script for them to use to complete the solution. So it’s a very dynamic process, and that’s one approach. Another is simply to present the agent with a list of all the scripts for that problem type, and let them select the relevant one. And that’s an approach that probably works better for the level 2 agent.
So, a couple different approaches there, depending on the agent type.
Lee Judge: Okay. Great.
Our next question here is, “Does the system allow different scripts to be displayed to different agents based on agent skillset or dedicated teams?”
Karnail Jita: That’s another great question, and the short answer to that is yes, Jacada can recognize the agent attributes from Zendesk. Things like skillset, the team that they’re working in, the group that’s working on its own, and it can use that kind of information to present different scripts to different agents. So for instance just to put that into practice it would mean that a level 2 agent sees maybe a different type of script or interaction flow compared to a level 1 agent.
Lee Judge: Okay.
Next question. One we have here, it says, “We support many different financial institutions. Can we create a different set of scripts for each institution?”
Karnail Jita: Yes, actually you can. You can do that because there’s actually no limit on how many scripts you can create, and moreover one script can call another script. You can create scripts of common steps and use them across different scenarios. You can daisy-chain these scripts so they call one another, and take a problem, take what could be a very complex problem, break it down into a series of steps, and have each of these steps handled by different flows or different scripts as well.
Lee Judge: Okay.
Here’s a related question: “How do the available scripts display to the agents, and are they easy to find?”
Karnail Jita:

[00:24:00]

That’s a good question. We didn’t cover that in the slides, in the pictures today, but, yes, the agents get a search capability, and that allows them to search for a script by things like the name of the script, or any metadata they might have attached or associated with the script as well. And what that means then it’s very easy to find the correct script without the agent having to remember the name of the script or the purpose of the script either.
Lee Judge: Okay.
We’re just going to answer one more question, and allow our attendees to get back to their busy days. So the last question we have here, the person says, “I have a question about the capabilities to integrate with legacy or back-end systems using their interface to the user. Is that possible?”
Karnail Jita: Okay, so that’s a good question … The reason I hesitate is there’s not really a short answer to that one. What I would suggest is you get in touch with the soft line later. But what I can say is that the Jacada product does integrate easily to many different underlying applications, Zendesk is one of them, you’ve seen that. The way it does that integration is it uses industry-standard web services and [inaudible 00:25:09]. What that means then is that we can integrate to your systems pretty much as if it was another step in the flow. We can pass data to it, we can get data from it.
Now, if your application happens to be an application that has no suitable interface, that’s no problem. We do have other products within the Jacada Solutions suite that specialize in creating an interface from an application without needing application source code. And that application, they can do [inaudible 00:25:40] and it could a web-based application, it could be a Windows, or it could even be a host green screen mainframe-style application as well.
Lee Judge: All right.
[00:26:00] Well, thank you, Karnail. This concludes our Webinar today, entitled, “Add Agent Guidance to Your Ticketing System and Speed Ticket Resolution.” Thanks again to Karnail Jita, a solutions consultant here at Jacada. If there are any other questions that we were unable to answer during today’s session, we will respond directly to you after the event.
We hope you have gained valuable insight into ticket resolution and agent scripting, and how easily you can utilize it to enhance your organization’s customer service. A replay of the event will available soon on Jacada dot com, and if you’d like a copy of the slide decks please contact Karnail – his address is on the screen – or myself directly. My email address is ljudge at jacada dot com. That’s L-J-U-D-G-E at jacada dot com.
Once again thank you for attending today. Please visit us at jacada dot com and have a great day.

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