Difference between revisions of "Intelligent guidance – Dialog, Coaching tips and Alerts"

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Intelligent guidance – Dialog, Coaching tips and Alerts
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(Added details of Customer service Dialog, Coaching tips and Alerts are added.)
Tag: Visual edit
 
(Made few changes on headings of earlier draft)
Tag: Visual edit
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It is important that CSRs engage with customers in a meaningful way and asking right questions or providing right suggestions at every step in the process of solving customer issues. Dialogs help customer service representatives to have appropriate contextual scripts for having such conversations. Dialogs also ensure that similar conversations are consistent across interactions.
 
It is important that CSRs engage with customers in a meaningful way and asking right questions or providing right suggestions at every step in the process of solving customer issues. Dialogs help customer service representatives to have appropriate contextual scripts for having such conversations. Dialogs also ensure that similar conversations are consistent across interactions.
  
== Best practices of configuring dialogs ==
+
=== Best practices of configuring dialogs ===
 
Detailed instructions can be found in Customer service implementation guide
 
Detailed instructions can be found in Customer service implementation guide
  
Keeping it contextual
+
==== Keeping it contextual  ====
 
 
== Keeping it contextual  ==
 
 
Configuring dialogs with a clear context in mind increases its impact. For example, if skill level of customer service representative is “expert”, the dialog can potentially have in depth technical questions to which they can connect well and extract right necessary information from customers.  
 
Configuring dialogs with a clear context in mind increases its impact. For example, if skill level of customer service representative is “expert”, the dialog can potentially have in depth technical questions to which they can connect well and extract right necessary information from customers.  
 
[[File:Dialog configuration in Pega customer service .png|thumb]]
 
[[File:Dialog configuration in Pega customer service .png|thumb]]
 
So it is important to select right “when” conditions while setting up dialogs.
 
So it is important to select right “when” conditions while setting up dialogs.

Revision as of 18:13, 7 September 2020


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Dialog[edit]

It is important that CSRs engage with customers in a meaningful way and asking right questions or providing right suggestions at every step in the process of solving customer issues. Dialogs help customer service representatives to have appropriate contextual scripts for having such conversations. Dialogs also ensure that similar conversations are consistent across interactions.

Best practices of configuring dialogs[edit]

Detailed instructions can be found in Customer service implementation guide

Keeping it contextual[edit]

Configuring dialogs with a clear context in mind increases its impact. For example, if skill level of customer service representative is “expert”, the dialog can potentially have in depth technical questions to which they can connect well and extract right necessary information from customers.

Dialog configuration in Pega customer service .png

So it is important to select right “when” conditions while setting up dialogs.