2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 · 2020. 3. 10. · 2008 2009 2010 2011 2012...
TRANSCRIPT
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FREDRIK LEMMINGSALES DIRECTOR
BEATA NYLÉNMANAGER
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2
2018 NET SALES EURO 8,4 BILLION IN
CONTINUING OPERATIONS
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2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
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CUSTOMER
CONFIRMS THAT
THE ENQUIRY IS
SOLVED
CUSTOMER
UNDERSTANDS
IT’S DIFFERENT
ALTERNATIVES
CUSTOMER
CLEARLY STATES
THAT THEY ARE
HAPPY WITH THE
INTERACTION
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1.POF (POR) POsitive
Reinforcement
2. 7+/- 2
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Public
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1.POF (POR) POsitive
Reinforcement
2. 7+/- 2
3. Achieve
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Hi, Welcome to Telia
You are talking to
Sofia Andersson.
What can I do for
you?
Good that you are
contacting us, so you
need help with …
Should we review if
you currently have
the best solution …
What is important to
you when it comes
to…
How do you use …
today?
How did you solve …
today?
Would you like learn
more about this?
How does that
sound?
You mentioned that
surf is important, with
this subscription you
have unlimited surf
If I take care of
everything related to
changing of provider,
do we have a deal?
I understand, what
are your concerns?
What do you need in
order to say yes right
now?
If this happens again
please try …?
Is there anything else
that I can do for you?
Then we have solved
you router problem
and ordered a new
subscription, are you
happy with this?
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”Unfortunately”
”Not until …”
”Don’t know”
”Can not …”
”What we can do”
”The benefits with this …”
”What is possible …”
”Hopefully”
”Probably”
”Maybe”
”Slow”
”Expensive”
”Tricky”
”Easy”
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FORMS
COACHING
WORKFLOWS
DASHBOARDS AND REPORTING
Don’t measure your goals,
track the steps getting you
there
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BUILD QUERIES BY DEFINING WORD AND PHRASES AND HOW TO COMBINE THEM
QUERIES CAN BE USED FOR • HISTORIC
ANALYSIS• TREND ANALYSIS
ON INCOMING CALLS
• EVALUATION FORMS
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AUTOFILLS WORDS AND PHRASES
“Hi, Welcome to Telia
You are talking to...
What can I do for
you?”
“Good that you are
contacting us, so you
need help with …”
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Evaluate100% of
your interactions
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Public
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• Customer Dialogue and Agent Dialogue pays off
• Manual follow up is time consuming and has little relevance
• AI-tools for 100% relevance
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22
Beata Nylén
+46738199797
Fredrik Lemming
+46705189488