CLIENT EXPERIENCE FLOW NEW WAY (Client portal established (pre-sale) …
CLIENT EXPERIENCE FLOW NEW WAY
Client portal established (pre-sale)
Kickoff notification pushed to client and Client portal graduates to "prepare" phase (loaded with docs, team members, goals, requirements, next steps, etc) :
Recruitment notifications and visualizations pushed to Client and portal. ("Verizon" coverage progress). Preliminary agent navigation available so Clients can see the types of folks who are being recruited.
Onramp Program launched (Learning)
Simulation with Client
Launch team dress rehearsal (real agents, real questions from "callers," real time)
Deploy the launch dream team of agents to begin preparing for the new program start (for programs in the selected vertical)
Collaborate on launch and show launch activities and progression
Live Ops Alphja team Deploys to client Office. Members of PS,AE, and community. 1 Model Education 2.Client Playbook 3. What you can expect
Onsite Client education and training. I.E. Reporting, agent engagement, model education.
Account plan created. I.E. Weekly calls, KPI's short term/ long term goals
Select the vertical for the launch dream team.
Include launch dependencies on the client portal
Support Functions identified. I.E. AE, PS, Commjunity
CLIENT EXPERIENCE FLOW OLD WAY
Pre-Sale/Contract communication primarily through phone calls with some onsite visits
Kick-off starts with a welcome email from Launch Manager and kick-off calls
Client provides requirements and LiveOps communicates client launch dependencies
Meetings during launch are dependent on client and launch complexity; generally weekly or as needed; the majority of communication takes place through meetings and via email
Clients first exposure to LiveOps agents is on day 1 with live phone calls