Process Shepherd

Process Shepherd

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What is Process Shepherd ?

Process Shepherd was born from a simple premise – that we should not be needing to ask staff to memorise complicated business processes. Removing this pressure off the agent will increase their performance and ability to better focus on their conversation with the customer. Consider the ongoing investment in training, coaching and quality that is focused on the processes a consultant is to follow. Yet with all these costs perfect adherence is still a distant goal. There is a better way to do this. Instead of training your agents to understand the complexity and edge cases of every process, what if software could guide them on their journey, one step at a time? Training would be drastically reduced, and process adherence would be perfect.

Organization that stand the most to gain from Process Shepherd will be impacted by at least one of these factors

  • Financial penalties for compliance breaches
  • High number of complex business processes
  • Long training periods for new staff with high attrition rates
  • Seasonal work where the contact centre ramps up for a short period to deal with high load
  • Experience avalanche call spikes and overflow to staff that have less experience and training dealing with these interactions

What is Dynamic Guided Workflow? A guided workflow will step an agent through each part of a business process, one step at a time. But a Dynamic guided workflow will adjust the steps presented according to the current situation. For example, answers from previous questions can be used to drastically alter the flow of the workflow. Meaning a dynamic guided workflow can cater to complex edge cases but this does not confuse the user as they only see the relevant next step in the process.

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