April 27, 2020

Covid-19 Guidance for Credit Unions: 5 Tips for At-Home Agents with BECU

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Covid-19 Guidance for Credit Unions: 5 Tips for At-Home Agents with BECU

Our workforce optimization experts share pointers for how to score as many calls as possible in a distributed setting using automation. Skim the discussion below for what you should consider before purchasing a speech analytics automation solution.

Score 100% of the calls that you record and mine all of those calls for insights against quality and compliance and keywords to improve customer service, agent experience, and training in a distributed environment.

Listen to the conversation here


Full Webinar Transcript

Lindsay (00:10):

Hello everyone, this is Lindsay with LiveVox. Thank you for joining today’s webinar, COVID Guidance for Credit Unions: 5 Tips to Shift to At Home Agents with BECU. It looks like we have folks joining now, so we’re going to give it just a couple more minutes and let everyone dial in, and then we’ll begin. Thank you guys in advance for joining and we’ll get started shortly.

Lindsay (01:52):

Hello everyone, this is Lindsay with LiveVox again. It 10:00 AM Pacific Time here in San Francisco. It looks like we have a couple more folks who are connecting their audio, so we’re going to give it one more minute before we begin, but I’m going to go ahead and do a quick soundcheck with all of our panelists real quick. Jason, are you out there?

Jason Queener (02:12):

I am. Hi, Lindsay.

Lindsay (02:16):

Hello. Thank you. Nick Morris, are you there?

Nick Morris (02:18):

I am, good morning.

Lindsay (02:20):

Good morning, and Chris Straiter.

Chris Straiter (02:28):

Good morning, everybody.

Lindsay (02:29):

Good morning. Awesome. Well, it looks like everyone is joining. We’re going to give it 60 more seconds and then I will kick it over to you Jason to begin. All right, it looks like we’ve got a good majority of the folks, so Jason, why don’t you go ahead and get us started.

Jason Queener (03:01):

Thanks, Lindsay. Good morning or afternoon, everyone. We’re using an app, Go-To-Meeting for this, so if we have any audio issues, we apologize in advance. They’ve got a lot of traffic going across their network. We will provide a full recording of this in the next 24 hours. With that said, my name is Jason Queener. I am the director of our business consulting team here at LiveVox. For those of you not familiar with who LiveVox is, I want to give you just a couple of bullet points about us and how we got here. We’re born and bred in the financial services industry. We do about 14 billion multichannel interactions annually.

Jason Queener (03:43):

We’ve got about 10 years of developing successful risk mitigation tools, being a leader in workforce solutions, workforce optimization, CRM, digital messaging and we’re really proud over the last several years of our success in the courtrooms with TCPA record of 90 and counting, so very excited about that. Next slide for me, Lindsay.

Jason Queener (04:06):

Joining me today as we go through this conversation is one of my teammates, Nick Morris. He’s our senior director of workforce optimization, and we’ve also been fortunate enough to have Chris Straiter from BECU. He’s the director of asset loss management. He’ll share a little perspective about what his team’s going through today in these times. With that, let’s get going. How did we get here today? How are we all on this call today? I think it’s pretty obvious, but we’re all dealing with the effects of COVID-19 and how and how that continues to evolve.

Jason Queener (04:42):

We are seeing universal shifts to remote at-home agents. As of this morning, 39 of the 50 States had some sort of a mandate on a work from home. So I would expect that would keep growing as the next weeks or so continue. As this is going on, you folks are trying to maintain the same quality of service your members have grown to expect of you. Some of the credit unions are closing branches, shifting hours of operations, limiting exposures that their members have to them face-to-face. We understand that your member experience, compliance, and manage [inaudible 00:05:18] concerns are paramount in the decisions you’re making over the next couple of weeks. LiveVox as an organization is prepared to partner with you to help you fill any of these capability gaps. We are geographically dispersed from technology and workforce capacity. We’re fortunately ready to go for this to help as we go through this conversation. Next slide.

Jason Queener (05:42):

We have four several recommendations here, right? Number one, enable your agents that work from home. Number two, keep your security and your compliance needs in the top of your minds. Number three, ensure the highest level of productivity possible. And number four, provide those agents a sense of community and conductivity. As we talk through this, we’re going to do it in a couple of different phases. We’re going to say phase one is, listen, let’s just get to first base. Let’s get them home, let’s get them plugged in. Let’s get them working. Let’s just start with the simple one. Let’s get our members away to talk to our agents. Then once you have that, we’re going to talk about monitoring those agents, managing those agents, and then adapting with those agents and delivering a positive interaction to your members. Then lastly, we’re going to talk about kind of the long-term. Settling in, being in this for the long haul, and knowing that this may last a while.

Jason Queener (06:38):

Quite honestly, we’re seeing already that our customers are saying, you know what? Work at the home’s not only viable, but it also’s productive, and we’re using it as a way in the future to say, “Hey, agent, you’re doing a great job. Why don’t you work from home on Friday?” Or if an agent’s car doesn’t start, it doesn’t mean they have to take a day off from work in the future. It means we know they can work from home. I think organizations are already seeing that this is viable and we’re not going to let that … the genie’s not going back in the bottle at this point. Let’s talk about what it looks like. Next slide for me, Lindsay.

Jason Queener (07:09):

Let’s start with a quick survey question here. If you could answer really quickly, I just want to know, curiosity, what percentage of your contact center agents are working from home today as of Thursday morning? If you could just go ahead and click that and then we’ll go onto the next slide.

Jason Queener (07:38):

Okay, great. All right, so this is really telling and this is what we’re seeing everywhere. There’s a pre-event mix of, we’re just now getting into it and we’re almost all the way there. This is really indicative of what we’re seeing from a lot of our customers already. Let’s use that poll information. Let’s go on to the next slide if we could. All right, great. Lindsay, you have that slide? I’ve lost the slide here.

Lindsay (08:16):


Jason Queener (08:17):

And no worries. Sorry. Thank you. Thanks. Let’s start with the basics. Let’s just talk about getting an agent set up. What does that look like? As you talk about setting up an agent, let’s just hop to the next slide real quick. Really what you’re looking at, especially in the credit union world is the agent needing a VPN to get that secure connectivity into the data center to have that customer information. As we do that though, we are able to give those agents as close to business as usual as you can while having work from home. You may find yourself in a situation where you want to modify some of the agent’s roles and responsibilities to better fit with the access they have and the experience as little as they have. For example, you may have an agent that’s a little bit newer that you don’t want potentially working on some sort of a heavy lift loan resolution.

Jason Queener (09:15):

Maybe you’ve got them a little bit more focused on simple member services, basic questions that come out of your inbound IVR. With that in mind, your voice solutions should also offer those different options, those different avenues to meet your member engagement use cases. Marketing, lending, member services, loan resolution, and we’re talking inbound, outbound here. I understand that a lot of the primary goals right now are going to be listen, let’s just handle our inbound servicing, but as you get that settled down and your customers realize, your members realize you’re open and ready for business, you can go back to that outreach, that proactive outreach back to your member base.

Jason Queener (09:52):

Then lastly, we want to encourage you to focus on your members and the growth of their accounts and the relationship they have with you as an organization. For an agent, what does that look like? The next slide for me, Lindsay.

Jason Queener (10:10):

This is really as simple as it is. The agent needs three basic things. They need high-speed internet, they need a computer or a laptop with audio capabilities and they need access to a modern web browser. When I say modern web browser, I’m saying, listen, let’s not have them fire up their free Juno browser from 2002 and see if that works. We’re talking Chrome, Safari, Firefox. Beyond that, that’s it. A lot of the things we’re hearing from our customers is, “Well, I’m concerned about the audio.” This has been an interesting shift because I’ve been fortunate enough to work from home for a long time, and a month ago, I would have been taken aback if someone had a barking dog on the phone. We would joke about that. An go, “Oh, come on, you can’t have your dog barking in the background.” But this is our lives now, this is everybody.

Jason Queener (10:59):

We’re seeing our customers use that as an opportunity to engage the customers. We have agents that, and we’ve heard the recordings where the agent will have a dog bark and they’ll say, “Yeah. Hey, I’m at home just like you, the customer.” And it really breaks down that wall and builds relationships and really helps with the call resolution. So I would encourage you to take that same mindset with your agents. It’s okay if it’s not perfect. We’re going to get there together, and if you have these three basic things, we’ll get there. Let’s go to the next slide here. I’m going to do this one more question and I’m going to pass off to Nick Morris who’s going to take you through the next few slides here.

Jason Queener (11:39):

Simple question. What type of technology does your credit union communicate on? I’m talking about your voice and digital channels here, primarily. Are you PBX traditional phone system, on-premise contact center solution cloud, or unsure? If unsure, it’s okay. And Nick wants that polls, and then I’ll let you go ahead and take over from here if you wouldn’t mind. One thing, while we’re waiting for this poll to finish up, there’s a place in here for you to ask questions. If you have questions that we haven’t answered and we have time, we’ll certainly get to those as best we can.

Nick Morris (12:19):

All right, thanks. Thanks, Jason. Yeah, traditional on-prem. This is again what Jason said before, I think pretty indicatively of what we see in the marketplace. All right, Lindsay, can we hop into the deck? So we’re going to shift gears a little bit here and talk about some recommendations and some technologies that are going to aid you or you have to make a rapid move of agents into that at home model because none of us were really planning to move everybody home in this way this quickly. Again, we want to focus on security and compliance. We want to maintain that level of quality that we have been providing our members in the past.

Nick Morris (13:02):

We don’t want anything to drop off there, and we also want to focus on agent engagement. We still want to make sure that the agents are feeling that they’re still part of the contact center and they still have a connection with their managers and supervisors. All this has to happen without face-to-face interactions because everybody’s remote right now. Most folks who are already doing call recording, which is going to give you a great idea of what’s going on between the agent and the customer. But in these times that we’re asking agents to pick up their equipment, bring it home, adopt new processes, you might be looking at a bring-your-own-device strategy. Jason mentioned switching over to VPNs.

Nick Morris (13:44):

It’s important to incorporate screen recording into your management process. You want to do this quickly. You don’t want to wait for all the other processes to fall into place. This is something that’s easy to enable, start giving you feedback and information on what’s going on, on the desktop. If possible, LiveVox can do this. Give that feedback to you, get those screen recordings back to you intraday, so you’re able to review them quickly, and find the problems quickly and mitigate them as quickly as possible. So screen recording coupled with call recording is the best way to inspect agent activities as they’re transitioning home. Find those security issues, find those process issues, and tell that complete story. So some points on-screen recording we like to talk about, capture 100% of the agent desktop. Some tools are not going to record the entire agent desktop.

Nick Morris (14:40):

They just record the browser. You want to make sure you’re capturing the whole desktop. You can see IMs going on, you can see if there’s any social media content that shouldn’t be on the agent desktop. You can see if they’re following processes correctly and not using notepad for any compliance information. So, it’s important to record 100% of the screens including a dual monitor if you do have them enabled to do so. Also, focus on after-call work. Not just from the start of the customer interaction to the end. Make sure you’re recording that after call work, the screen so you can watch how they’re wrapping up the CRM, how they’re setting the call disposition, and result in code. So you get that full view of that transaction. So you can listen to the call, make sure they wrapped it appropriately because again, we’re asking them to take on a lot from a technology and a process change perspective.

Nick Morris (15:29):

Then touching on the security compliance concerns. That’s the first topic is I don’t want sensitive information in my call recordings. Obviously that’s a bad idea. We have a few different ways to take care of that. We have a secure payment capture product that is integrated with screen recording, which as you take payments using that tool, it’s automatically going to pause and resume recording during that time. So that’s one that requires no touch from the credit union. Another is API-driven. As you work through your payment system, we can accept an API command, a pause, and a resume, and we also have some agent controls as well. There are ways to make sure you can give visibility into the agent desktop without causing you any risk. The next bullet there is really monitoring.

Nick Morris (16:20):

Again, you’re still able to drop it on calls with LiveVox to do those pop in and monitor calls. So we do recommend doing that from time to time, but these calls, screen recordings are available in our tools intraday, so you do get good visibility right away. Next slide, please.

Nick Morris (16:36):

Here’s just an example. This is in our quality management tool, UQM. This is an example of the screen recording syncs up with the audio recording, which gives you an idea of what’s going on in the whole desktop. You’re noticing the screen recording is a Mac. If you do investigate any bring-your-own-device, we’re multi-platform with that screen recording as well. Next slide, please.

Nick Morris (17:00):

All right, so how do we make sure that we’re setting up our agents for success? You go-ahead to the next slide. We’re going to be transitioning our agents home. We want to obviously maintain those quality standards, but we’re uprooting a lot. So supervisors can’t meet with agents regularly. Agents can have team meetings. Coaching sessions can’t work as well as they once did, but we’re really asking them to go home and consume a bunch of information right away. There’s kind of a big blast there right at the beginning. So, you want to adjust your quality management workflows to make sure that you’re monitoring and reviewing a higher percentage of calls that may be at risk. Traditionally, your 2% to 5% of your calls, they’re getting reviewed and scored. You want to be able to use technology to filter the top of the calls that are going to be a higher risk that you want to spend your time reviewing. You could use workflows to bubble those calls at the top.

Nick Morris (18:00):

In our UQM product, we can do that based on really any of the call or agent metadata call duration. You may be looking at calls that are outside of your average handle time. You might be looking at certain call result codes. You may have rolled out a new service for home when you want to put some extra emphasis on that. Maybe you brought in some new agents, make sure you’re effectively scoring calls and you’re not just randomly grabbing calls throughout the day and hoping that gives you a view of your quality and compliance in the contact center. The other thing we want to talk about is, again, we’re not able to go face to face and have coaching and conversation sessions. So we want to still maintain that sense of engagement.

Nick Morris (18:44):

You want to get feedback into the agent’s hands as quickly as possible, and you need to illustrate it without getting on a phone call because you can’t always do that as well as you could. Just do a face to face in the contact center. Being able to provide that contextual feedback and coaching and learning information to the agent in their desktop without having them leave their dialer, that’s the key for making sure that they’re engaged and coached on how to improve in the contact center. That’s something our product UQM can do. I’ll show you a screenshot in a minute. You also want to look at e-learning. Again, changing a lot of processes. A lot of things are happening. Delivering content via the agent desktop gives you the capability of tracking their content, seeing if they’ve opened it, and acted on it. It’s just a much more effective way than sending it through Outlook.

Nick Morris (19:35):

So you want to be able to use an e-learning system where you can put information in front of them, see how they’re progressing through it, and also enable a conversation. Our tool can provide a discussion forum, so the agent and the supervisor can have a conversation about that piece of information. So they have that at their fingertips. They can make sure they understand what new processes have been implemented to support this. Next slide, please.

Nick Morris (20:03):

Another thing, obviously scheduling. Again, we’re not able to hang something in a break room. We’re not able to communicate these schedules as easily as we used to. This is a tool that’s actually included with LiveVox. We give you an agent scheduling tool where you can create shifts, communicate those schedules out to agents via their desktop, customize breaks, customize shifts. You can also enforce skills for particular shifts. For instance, if you require a multilingual shift, you can enforce that. This is a nice way to remove that manager speaking directly or communicating via email agent’s schedules, no more going into the break room and things like that give agents capabilities to make time-off requests in the tool, and also do schedule swaps as well with other agents. Again, because they do not face to face, you need to communicate this as effectively as possible and the least amount of tools they have to learn and change is a huge advantage for the agents.

Nick Morris (21:10):

All right, next slide. As we transition home, again, we want to make sure we’re monitoring, improving agent’s performance, making sure we’re holding onto those quality standards we had before all this hit. Next slide please. Similar processes are in place here as far as delivering that content, so being able to score those calls, put that in front of the agent and let them actually listen to the call recording and watch the comments from the supervisor or quality manager pop in front of them. Basically being able to give them a full view of that quality and coaching experience without going face to face. That’s a huge hit being able to see, not only are they getting the information, you can see that they acknowledged it.

Nick Morris (22:00):

Instead of just delivering it via email and hoping they read the PDF, actually seeing that they opened it and they acknowledged it. Another workflow of this is dispute resolution. So we do support some dispute resolution processes. If an agent felt he was scored unfairly, he or she could dispute that score and go through a resolution process and have the call rescored. Again, keeping that agent engaged, making sure they feel like they’re part of it, making sure they’re getting appropriate coaching and treating them fairly.

Jason Queener (22:32):

Hey, Nick, this is Jason. I just wanted to jump in just pointing out too. This is the feedback we’re getting from our customers today, is the importance of keeping the, not only those agents engaged but the supervisors and managers. I was on a forum earlier today where someone pointed that out like, we tend to forget that the managers are in the exact same experience these agents are in. This two-way collaboration with scorecards and feedbacks is really a way for those managers and supervisors to stay engaged as well.

Nick Morris (23:08):

Great. Thanks, Jason. Here’s an example of what the agent can see with the UQM product on the left-hand side. You’re able to see a work queue. They’re able to get e-learning tasks, coaching tasks, and completed evaluations delivered to their desktop. Again, this is a panel that’s to the right of their dialer. They’re viewing this in a browser. They’re able to review all this information without switching into another tool. As soon as they go in and open that, the manager gets notified that that acknowledgment or e-learning is now in process. On the right-hand side, you can see how their view is. They’re able to come in here, actually, listen to the audio recording, see comments, see questions, see scores and see everything about that interaction. Again, you’re giving them a full 360-degree view of that interaction.

Nick Morris (24:10):

As you’re using all these tools, you want to be able to analyze the data at a higher level. We do have a performance analytics solution that really helps you view all call an agent activity as well as compliance and performance data. So not just how is your contact center holding up to, as Jason mentioned, we’re going to increase our outbound outreaches, but also coming in and looking at the inbound activity, looking at the stress on the contact center and what that impact is on our compliance and quality scores or our agent schedule adherence. So you can look at that data in a Performance Analytics tool and really identify issues that may be pervasive through the organization. Another thing we recommend, we have CSAT tools, getting that voice of the customer after these calls, bringing that into a tool like Performance Analytics so you can see customer feedback versus your quality scores.

Nick Morris (25:05):

So you can see, am I measuring the right things with my quality program? The customer says why? I look at X, am I doing the right things there? So bringing all these together and bringing all this data together to uncover information is important. Next slide.

Nick Morris (25:25):

Here’s an example of a CSAT data in our tool. Here’s just a basic, simple CSAT tool. Obviously they’re much more complex than this, but you don’t get that voice of the customer. This data then rolls into our Performance Analytics tool and enables you to bring all that together and tell a whole story. Next slide, please.

Nick Morris (25:47):

Ultimately, you want to be able to score as many calls as possible using automation. You should consider a speech analytics automation solution where we can score 100% of the calls that are being recorded and really mine all those calls for insights against quality and compliance and keywords. When you’re scoring 100% of the calls, you could look at every single thing. Nothing’s getting missed. We don’t feel that this replaces manual quality workflows. We like to use these tools to understand what member expectations are going on or what risks there may be in the context center, but using this information to also manually review calls in UQM and make sure you’re still providing very deep coaching and learning for those agents is important. But again, reducing risk, scoring 100% of the calls is ultimately where you want to get. Next slide, please.

Nick Morris (26:43):

Here’s an example of what a speech tool looks like. Obviously, sentiment, percent silence, percent talk over, full transcription with automated scorecards. Using that data to bubble up issues in your contact center is important. Next slide, please. All right, I’m going to hand it over to Chris, are you there?

Chris Straiter (27:07):

I am here. So really in our environment, we already had the structure from an IT standpoint, the infrastructure for both info and data security and a process to seamlessly work from home. It was mostly used from a management and some call center folks. Clearly, this situation in this circumstance has rapidly caused us to pivot to get more and more and more of our agents, I would say. as I look around because I am in the office today, probably 80% of our agents are working remotely, and this is from call center to early-stage collections to late-stage collections. The other thing that’s happening in that kind of environment is a rapid shift of resources to handle the inbound requests for help mods changes too existing arrangements to support that inbound use.

Chris Straiter (28:25):

At the same time, you are shifting an agent from coming in and sitting at a desk every day and giving them the ability to work from home through a secured VPN and using the LiveVox tool from a communications or a contact management tool, the same time, in many cases, you’re shifting what that agent focuses on either based on the need or based on their skillset. While all of these things that we’ve discussed prior to this point in the webinar are important tools that you can apply, you need to understand that it’s really a scalable situation. If you’re a smaller operation, you’re not going to be able to go from zero to 60 quickly on all of this stuff, on the whole list. Some are aspirational and some are critical basic needs that you need to have in place.

Chris Straiter (29:31):

The important things that I’ve experienced are scheduling team and management touch base calls regularly to monitor both the health of the team. What’s your availability and readiness? Is there any virus related issues from an individual or a facility standpoint that you need to be aware of?

Jason Queener (29:55):

Hey, Chris. Sorry.

Chris Straiter (29:56):

Those team meetings. Yeah.

Jason Queener (29:59):

Chris, quick question for you. This is Jason again. I’m just curious from your experience, from a managerial perspective, are you seeing a supervisor or a manager be able to manage the same number of agents in a remote environment with the tools that you have, or are you seeing that shrink or even expand or is it too soon to tell?

Chris Straiter (30:21):

I think it’s a little too soon to tell. My personal experience is, more of the folks that report into me are having some shifting responsibilities and so needing to balance that. Change management processes, some people are quick to pick up, hey, I need to do this based on a phone call or a quick phone conversation or presentation to a group, and others need to have it fairly specifically documented and written out. As things are shifting often on the fly, again, talking about critical and aspirational, there are things that you can do right now to assist your members. There are things that you would like to be able to do to assist your members, but either from a policy standpoint or a systems digestion of the process standpoint. You can throw a whole bunch of spaghetti at the wall and see what sticks, but at the end of the day, when this is all over, we still have to clean the wall up.

Chris Straiter (31:42):

You need to understand whether the core management things that you still need to do are baseline, what are the things that are fairly easily plugged into that remote management process? Then aspirationally, what are the things on a more long-term basis you can plug in and put in place? Things like the voice analytics tool and voice analytics process have a lot of prior experience with that. It’s a great tool, gives you a ton of information, but you can easily overload yourself with data that you need to act on if you don’t structure the process and manage the implementation process properly, you can end up just standing around looking at data all day long, trying to figure out what it means. Or getting into such a reactive mode to the data output that other core critical management things can fall by the wayside.

Chris Straiter (32:52):

It’s really important that you kind of map out, as you shift to a remote workforce, what can you put in place now? What are the bottom parameters from controlling the data, controlling the communication to your agents, and controlling the message that they’re having with your members? Then, when you have to adjust to changes in that messaging or changes in the tools available, how are you managing that communication to make sure that, if you’re shifting gears daily because new tools are coming online for you, very quickly, you’re going to find that your staff, their capability and their ability to digest all of that is going to start to degrade. You need to understand-

Jason Queener (33:57):

I’m sorry Chris. I was going to say, you touched on one thing that really … you mentioned baseline in getting started. One of the things that we’re hearing more and more often from our customers is the solution of, okay, the work from home decree has come down from the local or state government, back your car up to the front door and put your computer in it and go home. Is that the approach you took or are you relying on the agent’s own devices in their home?

Chris Straiter (34:25):

For the most part, the initial rollout and the people that were already prepared to do this, we had some folks that were working already in a remote environment from a couple of times a month, couple times a week kind of thing. It was a scalable kind of thing based on roles. Then a rapid shift to identify who could start off from scratch 100% at home, who needs to be remote, some smaller percentage because there’s things in the office, documents, mail process, payments, things like that that need to be handled. So, is there any percentage of the time that they work remotely versus not? Then, from there it was about applying resources either existing internal resources or individual agent acquisition of, “Hey, yeah, my, my computer ran Windows 7 before, I’ve upgraded to Windows 10. I can work now remotely.” Whatever the circumstances were related to that.

Chris Straiter (35:46):

Not a whole lot of unplug workstations internally and push them out. We were farther along in the process from an infrastructure standpoint that that wasn’t necessary. Getting the phone tools out was actually a bit more of a challenge. But the baseline of getting the tools out, that’s going to be an individual resource decision as well from operation to operation. The challenge is if you unplug your phone in your workstation internally, basically what our folks are doing is VPNing into their workstation remotely. So having that workstation on their desk is important. They have the same tools that they had when they’re sitting at their desk in the office. I hope that answers your question.

Jason Queener (36:52):

Yeah, it did. I appreciate it. I have one last question because you didn’t really … You haven’t [inaudible 00:36:57]. You’re using IM and group chats to facilitate that virtual bullpen and real-time communications. I assume that you’re using that as well agent to supervisors for specific phone call needs or interaction with member needs. As good as it is for morale build, I’m assuming it’s also critical to getting through some of the interactions with your members, right?

Chris Straiter (37:25):

Definitely. Though again, from shifting in the office to a remote workforce, a large portion of these folks are doing the same job they were doing before. So, if they would use IM to complete a member interaction previously, yeah, they’re still using the IM. It’s a bigger tool for those that have shifted responsibilities to understand some of the daily changes and being able to handle and process those communications. Again, the other part that, talking about monitoring performance, to avoid that situation where you’re buried in data, particularly as you suddenly shift everybody into a remote world and there’s increased pressure on those frontline managers maybe without additional resources to help them manage the day-to-day of the team.

Chris Straiter (38:35):

I think really kind of prioritizing the high level or the dashboard data that you need to be able to look at to monitor productivity. Then again, what’s critical, what would be nice to have and then what’s aspirational.

Jason Queener (38:54):

Yeah. I think that’s …

Chris Straiter (38:56):

From that call monitoring standpoint, again, it’s really easy to bury those managers.

Jason Queener (39:06):

For sure. I think that’s a great point. I think you hit it, is very important for everyone. Just because you were sweeping the floors three weeks ago doesn’t mean you’re sweeping the floors now because of just the fundamental shift in the way that we’re all being forced to deal with this. I think that’s a really key point is to say, “Hey team, we need you to be flexible here because, just because you weren’t scoring calls a week ago, we need to get a score call now.” Chris, I think that’s a great point, a great takeaway from this. Nick, did you have anything to add here? Chris, I said, I really appreciate you sharing your experiences with this.

Jason Queener (39:40):

You’ve been one of our earlier adopters from a work at home environment, so I think you’ve got some really valuable insight that you can share with the rest of our customers and prospects. So I appreciate your spending time with us today.

Chris Straiter (39:52):

Sure. Glad to help.

Nick Morris (39:53):

Yeah, that was great, Chris. Thank you. I think we got one more poll coming up, Lindsay if you want to go to the next slide. Does your contact center enable this right now? Just to get a pulse of where everybody’s at and then we’ll let Jason finish off with some key points.

Jason Queener (40:10):

Wow. Okay. That’s exciting. That’s very exciting. Here’s the good news about what we talked about today as Lindsay brings the slides back up. We talked a lot. The good news is, just like Chris is a great representation of BECU, a great representation as are many of our other customers, not only is this viable, it’s so viable that we see customers performing at the same performance levels, and even in some cases a higher performance level than they were in the contact center. It’s certainly not ideal. It’s certainly not what any of us saw coming. But I think the good news here is that every organization on this phone call, LiveVox included, is realizing we can do this and we can make this work. I think if we do it the right way, it’s something that can be a very positive value prop, not only for your members but for your agents and your supervisor and your manager.

Jason Queener (41:18):

While we kind of just scratched the surface today, we’re going to do a followup webinar that really digs into, okay, you’ve gotten to first base, you’ve got your agents home, you’ve got them servicing your customers and your members base. Now how can you refine that and make it work productively and effectively for everyone in the long haul? That means things like unifying member profiles, tailoring screen pops with detailed information so you can empower those agents that may not have the ability to just stand up and ask their manager a question. Leveraging your inbound IVR. This is key, right? Everybody on this phone call today has had a spike in inbound traffic.

Jason Queener (41:59):

Everybody’s struggling, everybody’s reaching out for assistance. An inbound IVR that allows some self-service options for your customers or at least allows those members to be routed to the right people as quickly as possible is going to be very beneficial as we migrate through this. In addition, we’re going to talk about how SMS, email, and chat can make you more proactive, give your members the experience on the channel they want to get a resolution as quickly as possible is a very big deal. We touched on a little bit today, but we’ll talk more about internal chat between your agents, between your agent and your supervisors, how that keeps them connected, how that reduces miscommunication, how that continues to make them feel like an empowered member of your team.

Jason Queener (42:40):

We’re going to send out an email invitation in the next couple of days. On the next slide, you’ll see some contact information for us as well. We’re going to send an email out with basic info about this as well as some tip sheets about setting up agents, monitoring remote agents. All that stuff will be linked to you in that email. So keep an eye out for that. If you have direct questions, and we did have a couple that I’ll hit on here, but in addition to the ones that I do hit, if there are ones we didn’t get to, feel free to reach out to us directly and we’ll get to those.

Jason Queener (43:11):

I have a couple of questions here that came in while we were talking before we wrapped up. I’ll touch on those really fast and then we’ll give everybody back a few minutes of their time. First question is, do I have to have a home phone to establish audio? The short answer is no. We have a few options here for agent audio. A lot of our customers are using WebRTC. Probably the same audio you used to get audio on this webinar today, through your computer in your browser. We have customers leveraging their cell phones, not only for the voice but actually for the screen pop of the customer as well. They’re taking that extreme, and saying, “Hey, I don’t even have an iPad, so I’m going to do everything from my iPhone.” Obviously that’s got some security concerns, but the voice part of that is really the easiest piece.

Jason Queener (43:55):

Nick Morris, I had a question about screen recording. The question was when I’m deploying screen recording, do I have to install anything on my agent’s machine.

Nick Morris (44:05):

Yeah, so there is a product that we have called Agent Desktop Native. It is a very lightweight product and it’s what your agents will work inside if you choose to do screen recording. Again, they’re not installing anything that’s going to be sitting in their system tray resident or anything like that. Once you get that Agent Desktop Native running, that’s what handles the screen recording and then it’s completely transparent for the agent experience.

Jason Queener (44:31):

Great. There was another question about, and it’s really probably one that we’ll touch on next week, but we can go ahead and just answer to the high level now. That we’re saying if we enable SMS or email, do we have any sort of constraints for those agents to control what they can and can’t do? I can certainly grab that one if you don’t want to. Again, we’ll cover that next week, but the answer is yes. All email SMS chat can be completely templated so that you don’t have agents freestyling and you can choose that at an agent by agent level. That’s a really simple one. Let’s see. I think I got every question we had.

Jason Queener (45:17):

Again, if we missed one, I apologize. If you have one that we didn’t get that you would like to reach out to us directly on, please leverage our email. Again, I appreciate your time today. Lindsay, if there’s nothing left, I’ll turn it back to you and we can give everybody a few minutes of their day back.

Lindsay (45:33):

Yup. Thanks, Jason, and thank you, everyone, for joining. We will be sending out a copy of the presentation as well as the webinar recording so that you can share with your colleagues. If you guys still have any questions, we will be responding back to any of those that we missed, and feel free to email us at info@livevox.com. Otherwise, we thank you again for joining and hope you have a great day. Thank you so much.

About LiveVox

LiveVox is a leading provider of enterprise cloud contact center solutions, managing more than 14+ billion interactions a year across a multichannel environment. With over 15 years of pure cloud expertise, we empower contact center leaders to drive effective engagement strategies on the consumer’s channel of choice. Our leading-edge risk mitigation and security capabilities help clients quickly adapt to a changing business environment. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. Supported by over 450 employees and rapidly growing, we are headquartered in San Francisco with offices in Atlanta, Denver, Bangalore, and Colombia. To learn more, schedule a demo today.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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