Simplify delivery of agent's calls by real-time guidance and follow-ups
Use Cases and Deployment Scope
Our e-learning product relies heavily on telephone student advisor services and this includes a substantial amount of details to help the user enjoy our product fully and according to client expectations. Systems like Awaken Intelligence offer the opportunity to simplify the rehearsal/training of these calls across our community of diverse (geographically and culturally) agents. It helps in the monitoring of quality of such calls and it helps in the flow of work of the agents themselves
Pros
- Monitoring the agent's call performance
- Simplify the agent's delivery of KPI by guiding them
- Empowering company-level compliance of client's expectations
Cons
- Maybe working of multiple paths and agent can follow based on client specificities (cultural, language barrier, etc)
Likelihood to Recommend
With a diverse or complex use of calls to guide or promote our product to end user, the need to share best practices / promote them, and to guide the agent towards the conversation (stress-free) is important. That's where Awaken Intelligence can help most. Cost-effectiveness of this solution may come into question with businesses that outsource or simplify too much their customer center roles
