Ops considerations for CGP Stage 4 should align to these best practices, in tandem with expectations set in CGP Stage 1, CGP Stage 2 and CGP Stage 3:
The Customer Experience continues to demonstrate digital adoption of messaging over legacy channels. Time to resolve is continuously reduced through platform integrations and agent efficiencies. CX targets are consistently achieved and exceeded.
The Agent Experience have strongly adopted use of the Gen AI features deployed on the program (CoPilot, Summarization and Rewrite), are empowered to resolve, and are confident in the single-pane of glass available in the Agent UI due to integrations with Brand APIs and use of tools/systems. Channel expansions have occurred, volume is increasing, but agents are managing their schedules and volumes efficiently and effectively and eliminating repeat contacts on unresolved issues.
Measuring What Matters
- Feature adoption/utilization rates (CoPilot, Summarization)
Targets
- Reduced Cost per Contact (compared to Voice and/or email)
- Contractual KPIs are being achieved consistently and often exceeded - CSAT/NPS/FCR
Special Callout to BPOs delivering Messaging Outcomes:
At Stage 4, a BPO can be certified as able to deliver and support LivePerson Messaging Programs.
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