Ops considerations for CGP Stage 5 should align to these best practices, in tandem with expectations set in CGP Stage 1, CGP Stage 2, CGP Stage 3 and CGP Stage 4:
The Customer Experience has arrived at the complete experience, with full channel roll outs available, and integrations completed, and full deployment of GenAI, including Auto-Assist.
The Agent Experience have full use of GenAI tools and have evolved into supporting customers differently than traditional Stage 1, 2, 3 and 4 - AutoAssist has taken over on common intents and Agents are masters of CoPilot, continuous feedback loops are well established, and additional Lines of Business (LOBs) have been added to keep agents hitting load and occupancy targets.
Targets
- Brand/BPO has achieved a fully functional Messaging Center of Excellence (COE), able to serve the customer end to end
- Reduced Cost per Contact (compared to Voice and/or email)
- Deployment of Auto Pilot
- Meeting/Exceeding Industry standards (setting new bars)- CSAT/NPS/FCR
- Improving Interactive Conversations per Logged in Hour (ICPLH for humans)
- Contact Center efficiencies:
- Reductions in Agent Segment Duration
- Reductions in Average Wait time for Human Assignment
- Reduction in repeat contacts 1 hour
- Messaging adoption rates and channel expansions have increased platform usage, while keeping agent costs to a minimum.
- Full realization of ROI is achieved
- There is no inherent risk of Brand attrition due to successes at this stage - LivePerson Champion
Special Callout to BPOs delivering Messaging Outcomes:
At Stage 5, a BPO can be certified as LivePerson Messaging Center of Excellence.
Congratulations! Let's move on to the design considerations of this stage. Click here to proceed.