The purpose of the Operations Community is to act as the go-to and supporting resource in helping establish a robust Conversational Messaging Center of Excellence where automation and humans deliver exceptional customer experiences with measurable, efficient and effective outcomes.
Our Conversational Growth Paths help ensure your journey to digital transformation includes a clear cut path of digital adoption combined with positive agent experience, best practices in managing messaging volume at scale, and how to expand your digital footprint by integrating effective automations, generative AI platform features while managing agent behaviors to shift volumes from voice and email into messaging.
Within this community we are solving for the following:
Understanding the focus of your COE - is it focused on OpEx savings, expansion of your digital footprint or both?
- We understand and recognize Automation provides the catalyst by which we drive volume through messaging as contained conversations (does not escalate to a human) and through the automation/human tango - using automations to help capture information relevant for the human agent to reach resolution. Through best practices, you can achieve both operational savings and expand your digital footprint without sacrificing the customer experience.
How to source, hire and train the ideal Messaging Agent, as well as how to manage a Messaging Agent
- The ideal messaging candidate has the required skills to communicate effectively through the written word, multi-task through conversations and external tools necessary to reach resolution, and create positive customer experience.
Operations Kickoff - What account settings are needed to ensure success
- Ideally account settings help lay the foundation for how an agent will deliver outcomes successfully. Start with our recommendations, but apply a test and learn approach to optimize your operations.
How are we shaping agent best practices on KPIs and SLAs
- We want your program to launch with efficiency and effectiveness and deliver your customer experience outcomes. Understanding your expectations is key to this success.
How we are measuring program and agent success
- Monitoring and measuring the right metrics helps to optimize the messaging operations and effectively performance manage agents. Knowing the right metrics also helps with workforce planning.