Slide 19
Slide 19 text
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#3: Design Seamless Handoffs
20
Call Logged
Case Created
Repair Scheduled
Agent makes notes
alongside recording
Ok, Let me transfer
you to an agent who
can help.
Personalized Greeting
Phone number matched
against contact on Sugar
Hello, Jennifer.
How can I assist
you today?
Jennifer, We have
technicians available
today, what time works
for you?
Incoming
Customer
Call / Chat
My DNA
Sequencer is
broken.
Dynamic Routing
Agent selected based on
intent, skills, account level
or escalation status.
Agent Desktop
Manage current call or chat. View
customer and case history.
Access KB, entitlements, reports
and tools.
Sentiment and Coaching
Understand the impact and trends of
customer conversations. Identify crucial
feedback and coaching opportunities.