Linda Yeardley| Director, Digital Transformation, eGain 8 March 2016

ALL AGENTS, ALL CALLS,NO TRAINING

WHY NOW?

Agent Knowledge: Surely that’s not digital?!

Digital Transformation is a significant change management programme

DT often focuses on the customer but impacts the employee

Empowering employees, making it easier for them to serve customers, reduces a major barrier to change

THE CHALLENGE

The gap between customers and agents today

CUSTOMER AGENT

CONNECTED

INFORMED

IMPATIENT

USES MULTIPLE SILOED SYSTEMS

HAS INCOMPLETE INFORMATION

NEEDS TIME TO FIND THINGS

© 2015 Forrester Research, Inc. Reproduction Prohibited

73%

68%

58%

37%

Customers rely more on self-service so assisted interactions are more difficult

Help or FAQs on a company website

Phone

Email

Chat

Twitter

76%

Source: January 2015, “Channel Management Core To Your Customer Service Strategy”

Only a few “star” agents are able to meet the needs of the new customer

What if you could clone them?

All Agents performing as “Star” Agents

Easy for Agents

All Agents capable of taking all calls

Great experience for the customer

THE SOLUTION

AI?

From artificial… To assisted

There is a new breed of agent

“I don’t need to know anything as long as I know where to find it!”

All agents, all calls

eGain Knowledge

Three kinds of customer queries (informational, transactional, diagnostic/advice)

80-20 Pareto Principle to prioritize

Step 1 Scope

Answers

Conversational knowhow

Alignment with brand

Step 2 Capture

Regulatory (e.g. Ask this but not that)

Best practice (e.g. Ask about fries when you sell a burger)

Brand-aligned policies (e.g. No questions asked refund)

Step 3 Comply

Proactive and reactive

Omnichannel and omni-device

Contextual (real-time and historical)

Step 4 Disseminate

Publish

Crowdsource

Federate

Step 5 Expand

Identify knowledge gaps

Assess knowledge effectiveness

Monitor agent performance

Step 6 Optimise

THE PRIZE

525 old processes

with significant duplication

Barclays Africa GroupGoal: Lead the industry in Customer Sat

80% staff churn likely

due to office relocation

18 months to

get to goal

52%Duplicate processes

eliminated, clean processes in eGain

9 months after project kickoff…

50%reduction in agent onboarding time

All agents,All calls

45 44

5251

41 41

60

38 39

51

37 39

OVERALL SERVICE DEL IVERY FROM PRIMARY CONTACT

2012

OVERALL SERVICE DEL IVERY FROM PRIMARY CONTACT

2013

OVERALL SERVICE DEL IVERY FROM PRIMARY CONTACT

2014

% OF EXTREMELY SATISFIED CLIENTSABSA BANK 2 BANK 3 BANK 4

And 9 months after go-live…

Launch

M A R C H 1 4 , 2 0 1 4

Complex & legacy processes

Seasonal peaks

14 weeks training

UK Financial Services Client

< 1 week to Agent productivity!

Flexibility to meet peaks

Re-location of contact centre

With eGainKnowledge

50% reduction in Agent training time

Agent induction training reduced by 60% - from 10 weeks to 4 weeks

Agent induction training reduced by 65% - from 6 weeks to 2 weeks

25% reduction in Agent training time + multi-skilling

Empower all Agents

Transform Customer Service

Increase Flexibility & Agility

All agents, all calls

Start small, grow fastWith our Try+Buy program in eGain Cloud

Enjoy business benefit in days rather than months

Visit the Try+Buy Booth in the Demo Lounge!

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