Offer your contact centre agents an intelligent guide to help them diagnose the client’s issue, ask the right questions, offer the right answers, and take the right process and system steps, even if they lack required knowledge and experience
A large South African vehicle and asset finance company’s contact centre offers support to a broad range of client support queries. Read how they built a Navigator to guide call centre agents through inbound calls, ensuring they consistently asked the right questions and offered the right answers, with less training and support.Read more
The call centre staff of a large technology product distributor were challenged with technical service calls that required specialist knowledge across a huge product catalogue. Read how they built a Navigator to remove the need for specialist teams, and to allow a Super Agent to effectively handle any inbound call with limited technical knowledge or experience.Read more
A multi-national petroleum company’s contact centre offers support to a broad network of retail clients. Read how they built a Navigator to guide call centre agents through any inbound call type, ensuring they could resolve service queries first time without the need to pass it on to specialists.Read more
Give your sales team the confidence that they can correctly analyse the client’s need recommend the right product(s) that match the identified set of needs; suggest relevant cross sale products; identify relevant qualified leads; and follow required sales processes correctly, every time (with an accurate, detailed summary report to prove it).
A large national wooden door, window and skirting manufacturer distributes over 10 000 product variations. Read about how they used a Navigator ensure all sales staff consistently ask the right questions and offered the right products, without having to be product experts themselves.Read more
A large technology product distributor needs to enable hundreds of resellers to sell their extensive and complex product catalogue. Read how they built a Navigator to guides sales people through a comprehensive, dynamic customer need analysis that then recommended relevant products instantly. As a result, resellers no longer are required to be product experts in order to sell.Read more
A large South African Retail Bank with over 800 retail outlets across the country sells a wide range of financial products to walk in customers. Read how they built a Navigator to consistently guide sales staff through customer conversations, ensuring they ask the right questions, identify the right needs, and recommend the right products, with a detailed Record of Advice to prove it.Read more
Help all staff accurately apply clearly defined procedures and policy rules by helping them analyse their specific challenge, identify and apply the right procedures and interpret the right policy rules. Also ensure that every decision and action is tracked for compliance purposes.
A large Bank with offices across Africa needed to ensure that, when HR decisions had to be made by in-country line managers, they were done in line with relevant policies and procedure guidelines. Read how, rather than try build in-country HR teams, they looked to build a Navigator capable of diagnosing every known HR challenge and guiding staff to desired HR outcomes with detailed compliance records to prove it.Read more
A large Bank, concerned about compliance risk, wanted to find a more effective way to ensure staff made the right decisions and took the right actions, with compliance records to prove it. Read how they looked to build a Navigator capable of diagnosing every known situation and then guiding staff in real time to ensure they made the right decision and took the right action, with a detailed record to prove it.Read more
Guide your mobile technical team’s decisions and actions so they consistently follow the right installation procedures; accurately diagnose technical faults; and then correctly resolve each fault just like an expert.
A Mauritian telecommunications company’s contact centre offers support to a broad range of client support queries. Read how they built a Navigator to help call centre agents handle any inbound call without having to worry about whether they actually knew the right policies and procedures to apply.Read more
A flooring product distributor required a more sustainable, cost effective way to offer clients technical advisory services on site. Read how, rather than train more technical specialists, they built a Navigator to guide existing sales staff and clients through real-time site assessments, ensuring they identified relevant risks and found relevant solutions.Read more
Offer software users access to real-time, contextual advice on what to do when standard help proves insufficient; when an error will prove costly; when the variables and decision rules are complex; and/ or when you need a record of what was considered when making a specific decision.
A global SAP implementation consulting company was awarded the contract to support SAP across a large South African mining company. Read how they built a Navigator for their call centre agents to help them effectively diagnose the user’s problem and work out the right solutions, every time.Read more
A large telecommunications company decided to adopt Oracle as their primary operating system. Read how they built a Navigator that acted like a real-time super user, showing them how to perform different actions plus helping them self-solve issues when the context matters.Read more