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Welcome to getting started with Messaging Operations!
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…
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Conversation Design Best Practices
As a subset within User Experience, Conversation Design considers not only how your customers will interact with your messaging or voice bot, but also what happens behind the scenes to make their experience frictionless, conversational, and intuitive. As you begin on your conversation design journey, keep these best…
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Tips to source, hire and train the ideal Messaging Agent, as well as how to manage a Messaging Agent
"Operations is 20% configuration and 80% resources." Getting the right resources on board and coaching them effectively is critical to success. Hiring agents for messaging success Sales (sales acumen, recognize buying signals, skill in presenting features/benefits and overcoming objections) Customer Care/Service (strong…
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Crafting your Bot Persona
Why Crafting a Persona is Crucial for Your Bot Design In the era of digital transformation, bots have become essential tools for customer engagement. For a bot to truly represent your brand and provide a seamless customer experience, it needs a well-defined persona. What is a Persona and Why Does it Matter? A persona is a…
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Operational Kick Off
Understanding your outcomes are essential to ask the right questions to inform the account settings and align the expectations of the agents. Agent Workspace for Messaging Configuring the Agent Workspace for Messaging Routing Logic Configuring response times Fallback configuration per skill Static Load balancing Automatic…
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Conversational Writing Best Practices
Conversational Writing Best Practices Writing for conversational use cases will take on a slightly different "flavor" than writing for other channels like your website. Here are some conversational writing best practices to keep in mind: Ready to move on to some of the advanced settings your web developers should be…
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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. Measuring Metrics that Matter (document) Agent Performance Metrics Program Metrics Analytics Insights
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Shaping agent best practices to achieve outcomes
We want your program to launch with efficiency and effectiveness and deliver your customer experience outcomes. Conversation strategies to ensure resolution and positive CX Timely responses Clear, complete concise responses Accurate information Every message has value (avoid stall statements) Ensuring customer feels heard…