Intelligent guidance - Dialog, Coaching tips and Alerts
Intelligent guidance - Dialog, Coaching tips and Alerts
|Description||Best practices for creating dialogs, tips, and alerts for CSRs.|
|Version as of||8.5|
|Application||Pega Customer Service|
|Capability/Industry Area||Intelligent Guidance|
Service consistency is key and can often be an expensive training item for Customer Service leaders, particularly for new or seasonal staff. Dialogs help customer service representatives (CSRs) by guiding what they say or write during customer conversations.
For detailed instructions on configuring dialogs, see Configuring dialogs and coaching tips.
Best practices for configuring dialogs
Making it personal
Customer interactions can be made more real by personalizing the dialog between CSRs and customers. Personalization matters; customers are likely to respond more positively when they are addressed by their first or full names. So, it is a good practice to personalize the dialog between CSR and customer whenever it's applicable (certainly at the beginning of interactions and at wrap up). This can be done through different parameters such as the name of the customer, name of the agent, interaction channel, etc. In addition to interaction-specific data points, anything that you use on the composite can be used in dialogs.
Keeping the dialog concise
It is a good practice to keep the dialogs concise and to the point so that they are easy to read and comprehend. Certain scenarios (legal disclaimers etc.) may require lengthy dialogs. For example, when a CSR is required to collect a lot of information from the customer as part of the process, such conversations should be broken down into shorter dialogs. Why? Because concise dialogs are more suitable for sharing on messaging or text channels where limited number of words per dialog are recommended - instructions or requests to customers that scroll off a mobile screen are likely to be of marginal utility. This is where dialog design and case design intersect. The more granular the view designs in your case, the more specific the dialogs can be.
Using dialog in text channels
One thing that is often forgotten (possibly because we don't produce a user manual for CSRs) is the second of two options for sharing dialog in a text channel. By default, if the compose window is empty, a dialog will be entered when the interaction starts, or a service case is initiated or progressed, which the CSR can then edit. As soon as the CSR starts typing something, the dialog is removed, which is the expected behavior. Sometimes the CSR needs to finish a train of thought before the dialog is applicable. The text can be re-shared in the composite window by clicking on the headset icon to the left of the dialog.
Certain customer interactions could be sensitive in nature and require customer service representatives to handle these instances carefully and tactfully. Coaching tips are meant for guiding CSRs for such scenarios and encourage them to follow best practices. In contrast with dialogs, the focus with coaching tips is less on what is communicated and more on how it could be communicated.
For detailed instructions on configuring Coaching tips, see Configuring dialogs and coaching tips.
Best practices for configuring Coaching tips
Use them when sparingly
Areas of risk or areas where sensitivity is needed are great opportunities for Coaching tips. For example, if the customer interaction is about any compliance-related issue, CSRs must consider the latest regulatory standards or guidelines while proceeding to resolve that customer issue. Don't use tips in cases where delivery is less sensitive. Too many coaching tips may reduce rather than increasing the CSR attention to the tips.
Keeping the length of content appropriate
It is important to keep the length of coaching tip content appropriate enough for CSRs to read, understand, and act upon. For example, CSRs may become less sensitive to a lengthy coaching tip if they find it too long and overwhelming. Remember that CSRs are more likely to resolve as many customer issues/cases as possible when under pressure and move from one case to another quickly.
Making them available to those that need them
Coaching tips are great tools for CSRs who are new to a team as they need more guidance than tenured reps. They are also useful when the entire team starts supporting new product lines or solution areas. Depending on the situation, it is a good practice to make coaching tips available in a targeted fashion.
Providing more context through Knowledge articles
Sometimes it is important to provide a complete context to a given coaching tip so that CSRs are better positioned to understand and execute the coaching tip instructions. For example, CSRs with knowledge of resolution flow but without a lot of experience of how that flow may be specific to certain states or regions, can check on this more detailed content in an internal Knowledge article.
Customer service representatives should always be able to handle changing business circumstances, to ensure service levels are consistent and meet customer expectations (for example, details of a service outage and its impact on specific geography). Although alerts are configured similar to coaching tips, the expectation is that they have a broader application (in terms of the number of CSRs who need to know that information) and aren't, by default, case-specific.
Best practices for configuring Alerts
Posting important information
By default, Messages and alerts take one of the prime slots in the “My Work” area of CSRs. So, this real estate should be reserved for important information that will be seen by CSRs as soon as they log in. "Less is more" if this information is critical. For example, a message on an upcoming training session on changing legal requirements would be very useful but shouldn't be obscured by several messages along the lines of "there is a birthday cake in the break room." Keep alerts short and to the point. Both the title and message are aggressively concatenated. If you need more information to be shown, coaching tips (with KM attachments) should be used and displayed in the alert area.
Marking only required workgroups
Another addition to the "less is more mantra." If only your tier 3 CSR team needs to know about a supply chain issue with replacement parts, don't blitz your entire contact center with the alert. Alerts should be targeted on a "need to know" basis.