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Advanced Vision Technology (Channels (Phone, SMS, EMAIL, CHAT, MOBILE,…
Advanced Vision Technology
Top Priorities
give agents ability to give better and quicker answers to queries.
-give agents an overview of customer/history
-automatise the customer service process
Impact on CSAT
Challenges
-speed
-efficiency
-manual work
Impact on revenue and costs
Service metrics
Case volume
Average Handling Time
First contact resoolution
Customer satisfaction
Channels
Phone
SMS
EMAIL
CHAT
MOBILE
Social
Self-service
Any existing? Public website
Interest in portat or community
Knowledge base/FAQ?
Case Management
Case types
Escalation
SLAs or targets
Assignments
Agent & Manager experience
What works and what does not
Tools available
Knowledge management
Collaboration
Key challenges
Related processes
Returns
Warranty management
Field service?
Upsell/Crosssell
Lior/Partner;Uval-Prospect
https://www.avt-inc.com/
Company Info
DEMO TOP PRIORITIES
Customers
Customer types
Day in the ;ofe
Common processes