Agent Guidance 

Purpose

This process uses specialized features such as alerts and interactive scripts to guide agents through customer interactions. Alerts use information available in the system to provide agents with information that they may need at critical points in customer interactions. Interactive scripts provide agents with predefined questions and answers for each step of the interaction. Customer information and responses are also recorded by the system for future use.

Agent guidance is especially useful for new, part-time or temporary agents. Using agent guidance makes customer service at your interaction center more consistent, and may also reduce agent training time.

Process Flow

The following process runs in SAP CRM:

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       1.      Review alerts.

Your system administrator can define alerts to be triggered by various system events. Depending on the alert, you take the appropriate measures.

       2.      Start of interactive script.

The script starts automatically if it is assigned to a campaign or call list. You can also start a script manually by choosing the script that is valid for the current situation or campaign.

       3.      System guides agent through script.

You read the script questions that appear on your screen to the customer, using the script’s available answers to record the customer’s answers. Based on each answer, the script determines the next question, which then appears on your screen.

If your system administrator has made the appropriate system settings, the customer’s information and answers can be logged and stored for later analysis. For more information, see Interaction Center Analytics.

For more information about scripts, see the interactive scripting section of the getting started guide for the Interaction Center (IC) WebClient or IC WinClient.

       4.      System generates lead.

This feature is only available in the IC WebClient. If the script designer used the template Lead Qualification to define the script, the system uses information from the script to generate a lead. For more information, see Template.

       5.      System updates business partner data.

This feature is only available in the IC WebClient. If the script designer included question Update Address in the script, the system uses information from the script to update business partner data. For more information, see Creating Scripts.

       6.      System updates marketing attributes.

This feature is only available in the IC WebClient. If the script designer included the dynamic answer Marketing Attributes in the script, the system uses information from the script to update marketing attributes. For more information, see Template.

Result

You have used an interactive script to collect valuable information from customers and potential customers. This information is recorded by the system for future use.

Example

You log onto the IC WebClient as an agent. When you accept a call from David Grecco, the following alert appears on the screen:

David Grecco is a gold customer. Be especially courteous.

You react accordingly, greeting Mr. Grecco warmly. The script linked to the current campaign, entitled Hawaii Vacation Package, appears on your screen. You read the questions that appear, and record Mr. Grecco’s answers using the answers provided in the script.

Your system administrator has set your system to record script answers, so when you complete the script, the system records Mr. Grecco’s answers for future reference.