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Tk Dialog For Sage Crm

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mattnewnhamsa

This document discusses call scripting and contact centers. It describes how TKDialogs and CRM software can deliver a single user interface for agents, provide unified access to modules and data sources, and automate business logic and documentation. The benefits of this automation include reduced transaction times, lower training costs, improved first contact resolution, consistency, better staff utilization, increased back office productivity and better customer service. The dialog builder allows easy creation of dialog flows that generate web pages and integrate with CRMs and other data sources through custom plugins. Partners can extend existing CRM deployments, gain new contact center business and additional services revenue.

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Call Scripting for Contact Centers
TKDialogs: international
TKDialogs: UK
TKDialogs: local government
The plight of the contact center agent
Customer facing Job Specification Interpersonal skills of a psychologist
Range of processes and services Organisational Model Level 1 service & outcome structure Process Library Customer Interface ? Deliver a joined-up customer experience and ¡®whole view¡¯ ? Enable continuous improvement by encouraging and collecting feedback Population Environment ? Improve the skills base, among ? Develop and maintain aesthetic adults and children alike ? Provide advice, care and support to harmony ? Improve cleanliness and Process Details the needy sustainability ? Develop the local cultural, sporting ? Minimise environmental risks to and general identity health ? Promote a sense of community & ? Enable smooth communications inclusion throughout the population and living through modern, reliable ? Develop prosperity through infrastructure business and tourism Corporate & Strategic functions ? Improve the day-to-day functioning of the municipality and service delivery ? Manage back office, front office and service delivery teams to optimise the customer experience ? Promote competitive and fair employment and procurement markets
Range of processes and services Job Specification Interpersonal skills of a psychologist Possibly hundreds of inquiry types to an Knowledge of be expert handled by the agent with an aim to resolve 80% at the first point of contact
Data quality Job Specification Interpersonal skills of a psychologist Data needs to be entered accurately of an Knowledge into expert the CRM and other systems for follow-up and to monitor SLAs Skills of a computer operator
Agent profile Job Specification Interpersonal skills of a psychologist Typically ? Salary: Low Knowledge of an expert ? Turnover: High ? Training: Ongoing Skills of a computer operator Pay: minimum wage
What do TKDialogs and CRM deliver? ? A single user interface for the Agent ? Provides unified access to multiple CRM modules ? Provides unified access to multiple data sources ? Automates business logic based on user input, calculations and multiple data sources ? Launched from CRM or CTI
Tk Dialog For Sage Crm
Tk Dialog For Sage Crm
Tk Dialog For Sage Crm
What do TKDialogs and CRM deliver? ? Generates documentation from multiple modules and data sources ? Populates CRM records and links to other products ? Automates CRM activities
Automation
Benefits ? Reduction in transaction time ? Reduction in training costs, initially and on-going ? Resolution of enquiries at the first point of contact ? Ensures consistency ? Better staff utilisation - multi-skilling ? Increased back office productivity ? Better customer service
Dialog Builder ? Easy-to-use, flowcharting design tool ? Automatically generates web pages ? CRM integration wizard ? Integration with other data sources ? Extensible through custom plugins
Tk Dialog For Sage Crm
Tk Dialog For Sage Crm
Partner Benefits ? Extend existing CRM deployments ? Win new business opportunities in the contact center market ? Win additional services business
matthewn@astraia.co.za www.astraia.co.za @astraiatech

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Tk Dialog For Sage Crm

  • 5. The plight of the contact center agent
  • 6. Customer facing Job Specification Interpersonal skills of a psychologist
  • 7. Range of processes and services Organisational Model Level 1 service & outcome structure Process Library Customer Interface ? Deliver a joined-up customer experience and ¡®whole view¡¯ ? Enable continuous improvement by encouraging and collecting feedback Population Environment ? Improve the skills base, among ? Develop and maintain aesthetic adults and children alike ? Provide advice, care and support to harmony ? Improve cleanliness and Process Details the needy sustainability ? Develop the local cultural, sporting ? Minimise environmental risks to and general identity health ? Promote a sense of community & ? Enable smooth communications inclusion throughout the population and living through modern, reliable ? Develop prosperity through infrastructure business and tourism Corporate & Strategic functions ? Improve the day-to-day functioning of the municipality and service delivery ? Manage back office, front office and service delivery teams to optimise the customer experience ? Promote competitive and fair employment and procurement markets
  • 8. Range of processes and services Job Specification Interpersonal skills of a psychologist Possibly hundreds of inquiry types to an Knowledge of be expert handled by the agent with an aim to resolve 80% at the first point of contact
  • 9. Data quality Job Specification Interpersonal skills of a psychologist Data needs to be entered accurately of an Knowledge into expert the CRM and other systems for follow-up and to monitor SLAs Skills of a computer operator
  • 10. Agent profile Job Specification Interpersonal skills of a psychologist Typically ? Salary: Low Knowledge of an expert ? Turnover: High ? Training: Ongoing Skills of a computer operator Pay: minimum wage
  • 11. What do TKDialogs and CRM deliver? ? A single user interface for the Agent ? Provides unified access to multiple CRM modules ? Provides unified access to multiple data sources ? Automates business logic based on user input, calculations and multiple data sources ? Launched from CRM or CTI
  • 15. What do TKDialogs and CRM deliver? ? Generates documentation from multiple modules and data sources ? Populates CRM records and links to other products ? Automates CRM activities
  • 17. Benefits ? Reduction in transaction time ? Reduction in training costs, initially and on-going ? Resolution of enquiries at the first point of contact ? Ensures consistency ? Better staff utilisation - multi-skilling ? Increased back office productivity ? Better customer service
  • 18. Dialog Builder ? Easy-to-use, flowcharting design tool ? Automatically generates web pages ? CRM integration wizard ? Integration with other data sources ? Extensible through custom plugins
  • 21. Partner Benefits ? Extend existing CRM deployments ? Win new business opportunities in the contact center market ? Win additional services business