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CallOut C.9.17 - A - Leverage your contact center operations

CallOut C.9.17 - A - Leverage your contact center operations

Leverage your contact center operations to best serve the connected customer. We can help you optimize the onboard/receive, collect/pay, support/resolve and retain/invest lifecycle stages.

LivePerson Global Professional Services will set you up for success, teaching you how to manage your operations around the LivePerson channels in a programmatic and educated way.  Meet your full opportunity while using your resources cost effectively.  Increase conversions and first contact resolution in the framework of a contact center that is fully optimized to support these goals from the very beginning.

CallOut C.9.17 - C - Ask yourself...

CallOut C.9.17 - C - Ask yourself...

Ask yourself…
  • How much traffic will these new channels drive?  Am I prepared to meet that demand?
  • Is my call center culture ready to adapt to the needs of these new channels?
  • How familiar are my agents with the entire connected customer lifecycle?  How familiar are they with my website?
  • Am I creating a nimble, agile workforce?
  • Do I know what agent is the best “fit” for each channel?
  • Am I analyzing across channels for overall process improvement?

CallOut C.9.17 - D - Key strategies and initiatives

CallOut C.9.17 - D - Key strategies and initiatives

Key strategies and initiatives
  • Evaluate overall processes across channels
  • Gain insight into what visitors are looking for
  • Optimally match agents to opportunities
  • Manage the workforce more effectively
  • Leverage multi-channel and multi-skill agent resources
  • Identify and replicate best practices to reduce volume across more costly channels

CallOut C.9.17 - E -Manage Operations implementation package

CallOut C.9.17 - E -Manage Operations implementation package

Packages
Manage Your Operations for Success Implementation Package
  • Call center/contact center design
  • Staffing and hiring recommendations
  • Program Management/KPIs establishment
  • Incentive/compensation plan guidance
  • Program roles and responsibilities advice
  • Quality management guidance
  • Code and rules to identify behavior – right customer, right time, right channel
  • Targeted content
  • Variables for accurate measurement of first contact resolution and conversion
  • Launch testing assistance
  • LivePerson product and e-skills training for managers and agents
Manage Your Operations for Success Management Package
  • Optimization and results review meetings with your personal business consultant expert
  • Rules analysis to ensure you are targeting and segmenting customers for maximum impact
  • Staffing reviews to ensure you are adequately staffed to meet your opportunity
  • Recommendations for leveraging lower cost channels and content, while prioritizing opportunities
  • Agent stack ranking analysis to assist in coaching and agent development
  • Data mining of chat transcripts to assess and improve service system agent performance
  • Channel/systems integration recommendations

Manage Operations for Success