Capacity Optimization

D2.3 A Balancing costs and opportunities

Balancing costs and opportunities

Callout - M - G.1. - Earthlink quote prioritization and routing

"LivePerson's predictive dialer allowed us to 'fill the trough' in agent capacity by reaching out and engaging customers not only when they need help, but when we're best able to provide them with prompt service."

Mike Murphy

Senior Manager, Call Center Innovation at Earthlink

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Staffing is a major cost, but effective engagement with your agents also represents your best opportunity to acquire and retain customers. Sales and accounts are lost if there are too few agents available at the time a visitor needs help with a purchase or a customer is experiencing a critical service problem. At the same time, agents who sit idle or spend too much time interacting with visitors who will never convert are a wasted expense. So are costly inbound calls that could be better handled with a chat.

The LiveEngage platform analyzes the data it collects about lead quality, visitor behaviors, conversion rates and comparative agent effectiveness to determine which visitors should be engaged in what channels, and what is needed for them to convert – and then prioritizes and routes them based on agent skill and availability. All of this is done in real time, while the visitor is still on your website, so the best opportunities receive appropriate and effective attention immediately.

CallOut D.2.4 - C - Resource Optimization

Resource Optimization

Optimizing agent performance D2.3

Optimizing agent performance

LivePerson reporting gives you the tools you need to optimize your staffing:

Analyze missed opportunities due to gaps in coverage
Review prime visitor hours on your site
Recognize that missed opportunities vary by hours of day and days of week, and assign staff hours accordingly
Evaluate when business rules should trigger Identify when visitor buying behavior warrants intervention
Continually monitor individual agent utilization and performance
Compare productivity among individual agents and agent skill levels

The goal is to ensure the optimal operational balance of valuable opportunities and appropriately-skilled staff to pursue them to the most profitable effect.

Callout - M - E.1.A - Segmentation

Segmentation

Utilize the LiveEngage Platform to take either the real time scores or the defined segments of visitors and configure the right engagement application to those visitors.