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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(Made few changes on headings of earlier draft)
Tag: Visual edit
(Edited for grammar and consistency. :))
Tag: Visual edit: Switched
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== Dialog  ==
 
== Dialog  ==
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.
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It is important that customer service representatives (CSRs) engage with customers in a meaningful way, asking the right questions and providing the right suggestions at every step in the process of solving a customer's issues. Dialogs help CSRs by giving them appropriate contextual scripts for customer conversations. Dialogs also ensure that similar conversations are consistent across interactions.
  
=== Best practices of configuring dialogs ===
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=== Best practices for configuring dialogs ===
Detailed instructions can be found in Customer service implementation guide
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Detailed instructions can be found in the Customer Service implementation guide.
  
 
==== 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.  
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Configuring dialogs with the context clearly in mind increases their impact. For example, if the skill level of a CSR is “expert”, the dialog can potentially involve in-depth technical questions that the CSR can understand well, and extract the most relevant, helpful information from the customer.  
 
[[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.
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It is therefore important to select the right “when” conditions when setting up a dialog.

Revision as of 10:44, 8 September 2020


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Dialog[edit]

It is important that customer service representatives (CSRs) engage with customers in a meaningful way, asking the right questions and providing the right suggestions at every step in the process of solving a customer's issues. Dialogs help CSRs by giving them appropriate contextual scripts for customer conversations. Dialogs also ensure that similar conversations are consistent across interactions.

Best practices for configuring dialogs[edit]

Detailed instructions can be found in the Customer Service implementation guide.

Keeping it contextual[edit]

Configuring dialogs with the context clearly in mind increases their impact. For example, if the skill level of a CSR is “expert”, the dialog can potentially involve in-depth technical questions that the CSR can understand well, and extract the most relevant, helpful information from the customer.

Dialog configuration in Pega customer service .png

It is therefore important to select the right “when” conditions when setting up a dialog.