(844) 207-6663
April 16, 2020

COVID-19 Guidance to Keep Agents Productive and Connected

COVID-19 Guidance to Keep Agents Productive and Connected: March 25 Webinar Full Transcript

Our resident workforce optimization and product wonks Jason Queener, Nick Morris, and Boris Grinshpun take a deep dive into maintaining agent productivity in our new normal amidst the coronavirus pandemic. 

Below is a full transcript from our March 25th webinar. This webinar is part of a series on transitioning to a work from home environment. Highlights include e-learning and training best practices in a distributed environment, deflecting call volumes by leveraging digital channels like SMS, and offering proactive customer service by connecting agents and relying on non-traditional channels.  

 

 

(00:07) Stephanie Trinh:

Hello everyone. This is Stephanie from the very quiet SF Bay Area. And I wanted to thank everyone who joined on time. I have 10:00 Pacific on the dot. I do see a flurry of folks still trying to join, so for those who joined early, thank you so much. Let’s give about another 60 seconds for those to launch the app.

(00:34) Stephanie Trinh:

The precaution, you’ll see on the slide now because of a rise in at-home work forces, the process that we use a separate platform, GoToMeeting, may be experiencing a drop off in audio. If that is the case, we want to assure you that this is indeed being recorded and we’ll get that recording out to you in the next 24-hours. Again, this is a precaution and wanted to let you guys know just in case you were experiencing audio issues. Thank you so much and we’ll get it started shortly.

(02:08) Stephanie Trinh:

Okay, I think we’ve got a quorum. With that, I’ll pass it onto Jason Queener.

(02:12) Jason Queener:

Thanks, Steph. Hey, thanks for joining everyone. Appreciate your time today. My name is Jason Queener. I lead our business consulting team here at LiveVox. Joining me today is Nick Morris, he’s our Senior Director of Workforce Optimization. Also, Boris Grinshpun who leads… is our GM of our Digital Solutions.

 (02:32) Jason Queener:

So, to start off today, I’m going to do a bit of a quick recap for some of the folks that were on last week. If you weren’t on last week’s webinar, this will be a catch-up portion of the webinar then we’ll get into the new content. So, first and foremost, obviously the effects of COVID-19 and their impacts on our contact centers are continuing to evolve. I think most of you, if not all of you at this point, are being forced or beginning to take action on shifting to a remote agent workforce.

(03:09) Jason Queener:

We understand that there are data security compliance and managerial concerns with this shift and we’re here to facilitate and help you with that as best we can. To that end, we’ve created a COVID-19 task force on our side. We’ve been very active with our customers, the partnerships have been very productive so far. Learning a lot of good best practices from everyone as we go through this.

(03:32) Jason Queener:

And lastly, and most importantly from our perspective, is we’re prepared to partner with you to help you fill any capability gaps. As you probably know, we are geographically diverse from a technology and a workforce perspective. So, we’re here to support as best we can as we all get through this together. So, having said that, let’s get through what we’re doing and seeing now.

(03:54) Jason Queener:

So, really four key things that we’re seeing at this point, that we’re recommending. First, enable your agents as best you can to work from home. Second, ensuring the highest level possible of productivity. Next, providing the agents a sense of community and connectivity. And last, keeping security and compliance top of mind. As we go through this, we’ll talk about what that looks and feels like, okay?

(04:21) Jason Queener:

First, like we talked about last week, there’s two flavors here. There’s your agent that’s going to be from home, working just across a high-speed public internet. And then there’s going to be those agents that have that additional layer of a corporation VPN. So, the exciting thing for us over the last week or so, is we’re really seeing that most companies step up and provide that corporation VPN. But, for those of you that aren’t, we’ll talk about both.

(04:43) Jason Queener:

So, first let’s talk about if they have what they have to have. First, they have to have high-speed internet. Second, they have to have a computer with audio capabilities. Last, an access to a modern web browser. What we’re seeing with the computer laptop exercise from a lot of our customers is they’re doing the very simple exercise of hey, pick up your computer, pick up your headset, pick up your monitor, put it in your trunk and head some. So they’re providing the agents with that hardware and that software from the call center and asking the agents to take them home. That’s just food for thought for some folks that are working through this a little earlier in the process.

(05:21) Jason Queener: 

Now, let’s assume they have these requirements. What’s next? If you could hit the next slide for me? Thanks. So, let’s assume they have a VPN. If they do, if they’re fortunate enough to have that, its really business as usual. The agent has the same access, the same security, and really what you’re looking at then is how to modify your operating procedures to really support that agents that’s remote. So maybe they require some support upstream or downstream that you need to modify your operations and your call flows, or your work flows, to support that.

(05:58) Jason Queener:

And we’re going to hit on this a little bit later in the webinar to show you if you are all the way down the path and you have your agents up and running full steam ahead at-home, what we can help you out with and make that agent experience and productivity experience a little bit better. Okay? Now, for those that do not have a VPN. If you don’t have a VPN, we’ve really developed what we like to call a rapid deployment model so an agent can still be operational even if they don’t have access to that system of record or if you have those PII customer personal information requirement limitations.

(06:31) Jason Queener:

So, if they do have that, there’s still things we can do. We make a couple minor modifications to update the configuration for their screen pops so that they can handle most of those outbound conversations without having to sacrifice customer security. So, as you probably know, a lot of your outbound attempts result in things that are not outcomes that require a system of record. For example, the wrong number. Do not call. Left messages. Things like that. They don’t need the system of record. You can leverage our termination codes to update information back to the system of record if that agent doesn’t have that access.

(07:09) Jason Queener:

Now, along with that requires some minor workflow changes so that agents can escalate calls if they need, route calls they can’t manage, those sorts of things. So, on the next slide we’ll talk a little bit more about that. Let’s talk about if you do have agents working from home and again, I think most of us do at this point. There are a couple of things that can get your feet wet really quickly. First and foremost, we talked about last week, those clicker agents can work from literally anywhere that they have a machine that they can click from, right? So that’s an easy win.

(07:43) Jason Queener:

And then the next one is the transfer agents. Letting those agents, again, screen those calls, transfer the ones they need to. Now, one of the things that we’re noticing that we’re seeing across our platform as we talk about these other work from home considerations is, if you’ve got in your portfolio a book of phone numbers that are what you have identified as home phone numbers or not cell phone numbers, call those home phone numbers. We are seeing a significant spike in contact rates to home numbers, obviously, as people are being forced to work from home or shelter in place.

(08:19) Jason Queener:

So, if you have those numbers that you don’t traditionally see as high value phone numbers, as home numbers, fire them up in a quick connect service or even an RPC service and get those things going. Those are two really simple ways to manage inventory with some, maybe, reduced influence agents. Next slide here. I’m going to pass this off to my coworkers here and let them get you through the rest of this phone call.

(08:47) Nick Morris:

Okay, thanks Jason. I’m going to take us through some recommendations, to help your complex center transition to work-at-home and then talk about some technology that supports those recommendations. Our goal here is to minimize risk, maintain our level of quality that we’re having as we interact with our clients as well as we maintain that sense of connectivity the agents have with the contact center itself. We always recommend call recording as a basic a requirement of being customer conversations

(09:19) Nick Morris:

We also recommend bringing in screen recording as well. This is a great way to look at workflows, see them in action, identify where you may have training needs. If you’re going to be asking your agents to adopt potentially new workflows, potentially use new technologies like Jason mentioned, like a VPN, so make sure that you’re recording it, so you can actually see how they’re interacting with it. And if there are hard gaps on your training and compliance, the call recording is only going to tell part of that story.

 (09:52) Nick Morris:

We do have a screen recording software that can deploy very quickly, cloud-based [inaudible 00:09:56] in tech with server equipment to be deployed. So that is an opportunity to turn this on and start capturing those screens while you’re modifying your process and to review these calls. We do get asked questions, a lot of appalling recording while agents are taking payments. We do have a product called secure payment capture integrated in screen recording. So that’s already a positivism based on interactions with that. Totally have some API that can help you out with that.

(10:26) Nick Morris:

Want to make sure you’re capturing that after call work that’s going to give you visibility into that call app work. Are they doing it efficiently? Are there any challenges with the workflows after transitioning home will be after call work. And then just make sure you’re capturing everything, not just the browser. Some of the tools that are out there which is focused on capturing the browser interactions. If we do CRMs or the dial or you want to make sure to caption 100% of the desktops, you can see how they’re interacting with the knowledge based email of the components.

(10:56) Nick Morris:

And then monitoring those calls that’s something everybody’s been doing, but just make sure you stay on top of that. The real key here is to make sure the calls on screens are available per day for the two quality and compliance teams. Get him into the quality management system right away, not waiting 24 hours where you have to wait to inspect those and they have to go a 24 hour review cycle. 

(11:20) Nick Morris:

We can go to the next one. Okay. Here’s just a screenshot of on call screen recording together. Again, these coming into our RQM tool comes DQM social available, in the platform independently. So if you can review these calls, obviously we all are on screen synchronized together for playback and viewing there as well. Go ahead with the next one. So we’re going to be transitioning existing agents to a work-at-home. We’re also going to be trying to maybe onboard new agents to work-at-home. So you need to be able to bring in tools. It can help enable them to be successful. As you’re changing a lot of processes in your organization.

(12:10) Nick Morris:

We recommend the use of E-Learning. This is a great way to get tools in the hands of your agents so they could learn quickly, understand the changes that are happening inside the contact center and onboard quicker. Being you want to deliver those tools within the same agent desktop that they’re already using today. So you don’t have to have any context switching between an agent desktop and a different learning system as well. Keeping them in the tools, being able to see what’s happening is important.

(12:40) Nick Morris:

Our E-Learning system can actually bring in call recording to screen recordings from inside the LiveVox platforms. We have excellent examples, but how to do a process or how to perform a particular task to bring those in and drop in to the E-Learning to help them understand the changes that are going on. So you want to make sure you’re scoring and monitoring conversations more aggressively. So as you’re transitioning new agents, you’re going to want to pop those agents to the top of your quality management workflow. So you can use an art tool, you can use Q on tasks with the workflows, help take new services and that may be moving to work-at-home.

(13:19) Nick Morris:

Make sure you’re bubbling a large percentage of those calls up to quality managers so they can make sure that they’re scoring more calls with customers as you’re transitioning those agents home. We also have a product that’s included in our new [inaudible 00:13:34] and forward. This is not an additional cost and agent scheduling product. This is a great tool where you can create shifts and a great schedule to communicate the knowledge. If you’re not going to be able to communicate via PDF or for a schedule posted in the break room anymore, you’re going to want to be able to communicate shifts dynamically to the agents when their breaks are coming up, when they’re dealing with service.

(13:59) Nick Morris:

So we do have an aid scheduling tool that can communicate that directly into the agent desktop so they’re not hopping out to email or have a product. Next slide please. So not only do we want to use E-Learning from boarding, we want to use it for ongoing training, making sure that their agents are continuing to follow-up compliance changes that are coming down. They’re communicating by using a quality management tool that can do coaching without requiring a face to face interaction. So I want to be able to score my calls, I want to be able to put a context based feedback on those calls. Coaching tips per question per scoring session. And I want to be able to communicate that out to the agent and their desktop without having a face to face.

(14:49) Nick Morris:

So then using new QM to score those call, package that up and put that in the agent desktops so they can review it themselves, ask questions via has the tool and they’re not, again, having to set up a separate call when their managers call and all the managers to determine how they’re doing on a call. So, you also need to be able to see when they’re opening these calls as well. So keeping them in a tool. The digital workflows you can maintain that time tracking so you can see when they’re opening it, how efficient they’re being, how frequently we’re scoring those calls.

(15:25) Nick Morris:

Next slide please. So here’s an example of what an agent workflow looks like. You see overdo who stands out. There’s many statuses you can have. You can have progress, new [inaudible 00:15:37] stay here. When do you become overdue? So if you want to give agents a week to complete an E-Learning task for 48 hours to review one of the coaching sessions. You can do that and they can configure this as they’re working through this queue. So this gives you an idea of what their panel’s going to look like. Again, very efficient, very clean. They can come in and work through this as a task. They’re not hopping out to another tool and then back on the manager workstation, the manager’s able to see where each of these agents are. They can see how they’re progressing through and they can help the agent to understand the importance of going through this queue and checking these off.

(16:13) Nick Morris:

Next slide please. Another option we recommend is automation. Using speech analytics to score 100% of the conversations. Looking for quality issues, risk and compliance issues. This is obviously a way to school every single call that’s coming in your context center. We do recommend this as a part of your quality workflow. So not just stop here. We want to see customers leverage automation to score 100% of their calls and then use those insights to drive manual quality workflows to make sure that those agents are still getting the coaching tips and E-Learning tips to improve day-to-day. So you can see that quality and compliance trend upward.

(16:58) Nick Morris:

Next slide has just a screenshot of I’ll speech type Q, which is the LiveVox quality, a LiveVox automated quality tool, speech analytics product.

(17:10) Nick Morris:

Next slide. So while we’re gathering a lot of the data, we’re talking about call flow data, agent activity data and we’re bringing in agent performance data wall in the suspender performance analytics is going to help you be able to identify problems quicker on the context center, opportunities for changes in workflows and performance. So we bring in all that data, including that agent performance data into BI. So you could surface issues for particular groups that are transitioning the work-at-home. You can identify those issues faster with this tool. You can also employ CSAT surveys. So doing voice of the customer surveys and these times help you identify what customers are feeling, bringing that data into BI and again, matching that up with that agent performance data and helping them understand where there are areas to improve.

(18:00) Nick Morris:

On the next slide we’ve got an example of our quality data in BI is just an example of month to month scores. Obviously you’re going to want to drill it more and let this go a month. But as you’re watching this trending information using QM data and BI, you can identify trends in agents scores into compliance scores. You can also overlay contact center data so you can see how stress of the contact data impacts your quality and compliance scores. You can also look at the evaluators themselves. Are my quality managers applying the standards to my contact center, are they applying consistently across the teams? And are we seeing drop offs with the agents of transition home.

(18:48) Nick Morris:

And the next slide is an example of a CSAT dashboard. Again, I talked about bringing that data into BI. All the data’s available to be combined and analyzed in the tool. This is an example of a simple two questions CSAT survey, but important again to bring in this data. This data has agent levels quality scores so that can be tied back to your both call analytics and your call flow data as well. With that I’m going to handle it over to Boris to [inaudible 00:19:17].

(19:17) Boris Grinshpun:

Thanks a lot. Really appreciate it. Thanks everybody for joining us today. So as you’re thinking today about our new norm if you will, of having agents work from home. And as we’ve had a number of conversations today with our clients as well as prospects, what we really want to do is we really want them to gather up three key components that they’re thinking about today. Maybe you’re thinking about some of these, but we just wanted to bring those to light and I’m sharing with you how some people are addressing this. So a couple of things to keep in mind. So as you’re transitioning to some work-at-home agents, you’re probably thinking about, Hey, as I do this, what will security look like for me? Will I still be compliant in many aspects of my day-to-day job with my agents that are now working from home?

(20:12) Boris Grinshpun:

And how do I do that? How do I ensure that there are proper controls and procedures being followed even though my agent now is not in a centralized location but is in a work from home location. Okay, now that I’ve done that, how do I ensure the same level of productivity is going to be there for that agent working from home as when they were in a centralized location. When they were going to centralize location, they had lots of tools. They had accessed lots of tools of people. How do I ensure that there’s still great continuity as they transition to work from home agents? And thirdly, how do I maintain that positive environment and how do I continue to communicate with my agents in this new environment? Keep them connected to the rest of my contact center day in, and day out.

(21:02) Boris Grinshpun:

And so as you think about these, well we wanted to provide some things that you should think about with LiveVox solutions potentially with some solutions you may already have in place. So if we go onto the next slide what would we start to think about is first of all, delivering relevant information to a work from home agent consistently and every single time. So what we see commonly whenever we do this is that agents have access to lots of tools, lots of systems, and they’re having to juggle all of that. Now as you transition to work from home agent you may be able to or may not be able to have all of these systems be presented to the agent. What you do need to do is, think about narrowing their focus down to just the specifics that they need to do their job.

(21:54) Boris Grinshpun:

Jason mentioned earlier in his presentation a lot about the notion of ensuring that not all of the conversations may require a system of record. So when that notion where you may want to think a little bit about is how do I present the right screen pop to the agent, how do I present them the right information very quickly without burdening not with the [inaudible 00:22:20] of systems that may have already in place. And at the same time, how do I make sure that that agent has all of the tools in order to be able to do their job? It used to be very simple when they were sitting in the centralized location to say, Hey, can somebody send an email to that consumer? Can somebody forward a ferment letter? Can somebody please send a skip a payment, a letter to that person or somebody wants to dispute that? Can somebody email that to that person?

 (22:50) Boris Grinshpun:

That now becomes quite a bit more difficult if you have work from a home agent. So you really should think about having all of these tools packaged in a nice, neat setting for this work-at-home agent so they can really focus on this. Now, one of the things I also want to highlight for you is the work from home tip. You know, whenever we’re thinking about these things, we’re always thinking about, okay, my agent has this and they have to have this data set and they have to have this. One of the things that I urge a lot of folks to think about is that really less is more. What I would think about is how can I get all of the right tools to my agents so they can take care of about 80% of their calls?

(23:30) Boris Grinshpun:

How can I make it super simple, super user friendly, and just provide the necessary data that they need. So if we move on to the next slide. All right, this is just an example of a LiveVox agent desktop, that pops up on every single phone call. It has some of the components that I was talking about before around just presenting certain levels of information here. One of the things that I’ll also point out too is the controls that are here in place. You can choose which data elements you choose to display to your agent. You can mask some data elements. You can make some fields editable, some not editable. So therefore you have lots and lots of controls here so that an agent just gets the information that they need. We also have tools here in place so that an agent can follow-up and send an email out to the consumer with the right attachment, if that conversation necessitates that.

(24:27) Boris Grinshpun:

Now we move on to the next slide. We also talk about providing communication. And so how can you provide communication and non-voice channels during this time of need for both your agents as well as your customers? So one of the things that I want you to think a little bit about, and this is a little bit from a personal experience standpoint. Customer service centers today are completely overwhelmed. I don’t know if anybody on the call here has tried to call a customer service center, but they’re being completely crushed. There’s lots of people in financial distress and financial need and they’re calling contact centers today.

(25:06) Boris Grinshpun:

How do you ensure that you don’t get overwhelmed? How do you ensure that your inbound business still continues to function appropriately? Well, instead of waiting for the consumer to call you because they may be having an issue or if another system within your organization or a client that you’re supporting is having an issue, be proactive about it. Send an email, send an SMS, divert some traffic to other non-voice channels like chat channels. Why do I say that? Well, first of all, if you’re going to wait for customers to give you a call, what you will see is that you’re going to see a long queue and a long online pile up.

(25:48) Boris Grinshpun:

First of all, your agents are going to be overburdened immensely. Second of all, you’re going to have large abandonment and even say [inaudible 00:25:57] abandonment. And of course that sounds so obvious. If I have got a large queue, but what that’s going to lead to is that people are going to call, they’re going to wait on hold for a while. They won’t get through. They’ll drop at some point, but then they’ll call back in again. What you want to do is you want to spread that traffic evenly at your own pace. So send out a proactive SMS campaign, tell folks, Hey, we’re having long hold times right now in the contact center. If this is an emergency, please let us know we’ll respond immediately. Or Hey, we realized there you may be having this issue, you are eligible for deferment. Go here and fill out this paperwork and return that back to us.

(26:43) Boris Grinshpun:

If you’re operating a digital in a digital sport environment, we have a great chat channel and what you can do is you can direct people there. The reason I’m saying that is because there’s a greater efficiency in being able to handle conversations through messaging channels. They are asynchronous channels. So each one of your agents can handle multiple conversations at the same time. And that increases agent efficiency. And of course the work from home tips a no brainer here. Be proactive around your communication. If you wait for people to call you, you’re going to end up having a huge line.

(27:21) Boris Grinshpun:

And so what we have, if we go onto the next slide here, just an example of some of the metrics that you can see and all of the tools that you can use in order to send out email SMS-based communication, you can see who actually reads and opens that communication. You can follow-up with people who have opened that communication. So in other words, being proactive about it and creating lots of efficiency within your agent pool. We’ll do wonders of goods specifically in this type of environment where everybody uses scrambling in a number of directions. Now we move on to the next slide. I mentioned earlier keeping your agents connected. The last time I visited the contact center, the agents all had a bunch of yellow sticky notes and then they’ll write something down.

(28:14) Boris Grinshpun:

They’ll take the yellow sticky note, they’ll walk that two rows, two cubicles down to departments over and ask them, Hey, can I get some help on this account? This person’s asking for this. They want to do this with their account. They wanted to defer their payment, they wanted to change their address, they wanted to dispute this. Well, there’s no longer walking down two aisles over if your agents are working from home. And so it’s really important to have a workflow in place that connects your agents even though they may be disperse. Lots of people refer to this as a case management and ticketing system. Something where you can have an agent fill something out and they can have another teammate complete the work in another department or in another area of the business. Ensure that there is a tool to be able to do this.

(29:01) Boris Grinshpun:

Many people use many different tools to do this. But whatever you have in place, bring it to life now, utilize it now. It’ll give you an opportunity to see what is actually happening within your organization and allow you to see what is actually getting done, how quickly it’s getting done. Because the reality of walking over two rows of cubicles is done. And so this has got to get brought into an operational mode very quickly here. The other thing that I will highlight, and I know it’s been a little bit of a controversy regarding this, but allowing agents to communicate with one another.

(29:41) Boris Grinshpun:

Now in my opinion, that’s a bit important and it is important because it creates better continuity within your contact centers. When everybody was in the central location, there’s always somebody standing up and saying, “Hey, Colleen, did you talk to this individual? They’re saying this, this and this and the other. Did that actually really happen?” How did that conversation actually go? Having agent-agent chat specifically addresses that need of keeping your agents connected. And again, there are lots of tools in place that provide this functionality. We, of course, LiveVox also provide that functionality. But if you have something in place today is the time to operationalize that.

(30:25) Boris Grinshpun:

So if we’ve moved on to the next slide. This actually gives you a little bit of a visibility into our ticketing dashboard and our ticketing products. There’s of course many more screenshots of this. But this gives you a good overview of what is happening within your contact center today. Tickets that are being created, how they’re being routed, how many people you’re actually helping. And this is really critical if people are no longer in a centralized location. So I urge all of our clients to think about this. There are many solutions in the marketplace for this. We have some good ones here at LiveVox, so if you have a need, we’d certainly love to hear and talk to you about it. Jason.

(31:05) Jason Queener:

Yeah, thanks Boris. So we did have a few questions come in. I’ll take the first one here and then I’ll have a couple extra. So the first question was, well, you offer temporary screen recording options to be used only during times agents are working remotely? So I’m going to answer that in two ways. One, you can definitely configure our screen recording to just support remote agents by putting them into an individual service. And I think Nick touched on this where they were not sacrificing potentially your overall work strategies, but still segmenting those home agents to be available for just screen recording.

(31:43) Jason Queener:

Secondly, yes we are offering from a sales perspective, a kind of a no commitment time for screen recording for the next 90 days. So if that’s something that interests you by all means reach out to your account team. The monthly fees are certainly still associated, but we’re not asking our customers to sign long term contracts to that. Nick, I had a question for you coming in and the question was, do we have to install anything to use screen recording for our home agents?

(32:13) Nick Morris:

Yes, there is a tool called Agent Desktop Native. It’s pretty lightweight from the standpoint of a tool. It’s a piece of software that is basically going to present the live lock desktop within Agent Desktop Native. And then there’s not a separate screen recording client that’s built into that. So pretty lightweight, seamless way to do that.

(32:35) Jason Queener:

Okay, great. And then Boris, we did have one come in for you also. It was about email and SMS and the question was, what controls are in place for agents when they’re sending SMS and emails to customers?

(32:48) Boris Grinshpun:

Yeah. Great. Excellent question. So we have a number of controls in place that you can configure down at the agent level. You can have agents be able to see and read email and SMS communication just as a reference point. We have a permission that allows people to send email on SMS communication only via templates so that way they are only able to utilize essentially predefined templates that a manager or supervisor had created for them. And then of course we have a freehand type as well. So there’s three red nations of users and permission sets for sending out email and SMS messages.

(33:34) Jason Queener:

Excellent. Thank you. I’ve just got a flurry of questions here. I’m trying to answer here. So, Nick, one quick question, if we’re not using Agent Desktop Native as a follow-up where they saw the ability to utilize the screen recording?

(33:51) Nick Morris:

We have to have ADM to do that. That’s where the actual screen recording software is embedded. So we do need ADM.

(33:59) Jason Queener:

And we had one quick question. I can take this one. It’s a quick one. Are there any additional programs or installs required to send emails and SMS and the answer’s no.

(34:07) Boris Grinshpun :

Correct.

 (34:08) Jason Queener:

Okay. Then the follow-up question on that one was, are there fees associated with SMS and emails? Certainly there are transactional expenses associated with those. Boris, you want to touch on that or is that a question you’d refer to their sales team?

(34:27) Boris Grinshpun: 

Yeah, there are certainly usage-based fees. It’s a model of pay for what you use. And there’s a couple of ways for you to think about it. And you should give it some thought. One is will I be sending out email on mass SMS campaigns, that’s one question. Inevitably as you think a little bit about that. And of course as you have usage around that, as you send out emails in a master or setting or you send out mass SMS, you’re inevitably going to get responses. People who are going to respond to you can’t stress this point enough. You will get those responses back. They do come back into our platform. You do have the capability in order to have a few agents respond to them.

(35:19) Boris Grinshpun:

And I say a few and you could have as many as your business really needs. So, think about both sides of those equations being able to send out mass communication, being able to respond to it. The third thing that I would have asked you to think a little bit about as well is your agents that today are predominantly on the phone that are now working at-home. Do you want to expose some limited functionality via SMS and email to them? I would recommend that because they will have access now to many more things and you will want them to function as effectively as possible instead of having to transfer calls back, back in for somebody just to send out a PDF to the customer.

(36:02) Boris Grinshpun:

So function effectively provides some of these tools and we can certainly discuss the finer details of pricing and of course, contact your sales team for that.

(36:12) Jason Queener:

Yep. Great. Thanks Boris. And we had two quick last ones here and I’ll touch on both very quickly. So the first question is connecting to LiveVox without a VPN. How do we get agents set up with a solution like that if we need it? Here’s this good news for LiveVox. So that’s a simple checkbox on your agents set up. You check the agents and at-home agents, away you go. If that agent traditionally is in your contact center using web RTC or VoIP, you can certainly use web RTC from home. They can use TDM from home. It’s just as a matter of configuring that agent to the new audio path they have. They can hit a browser and hit a URL and they have a headset, they’re ready to go.

(36:50) Jason Queener: 

Last question, Boris, I’ll give it some back to you. It was regarding chat. Is there any sort of reporting about chat and can you see what the agents are sending back and forth with the customer?

(36:58) Boris Grinshpun:

Yeah. Absolutely. We have all of the conversations recorded in that exchange. It’s also automatically tied to the consumer profile so that way you can go back and you can reconcile that as well. So excellent question. We have all of that, all of the transcripts, the exact conversation stored within our platform.

(37:20) Jason Queener:

So Boris, sorry moment of clarity here that there was a follow-up there. The question was that you meant between agent to agent chat.

(37:30) Boris Grinshpun:

Oh, people were asking about agents. For that portion no, we don’t store the agent to agent chat conversation [inaudible 00:37:37] talk to the consumer-agent piece. Thanks.

(37:41) Jason Queener:

Yeah. So listen, these are all great questions. I hope that it sparked some conversation internally in your teams and if you do have follow-up questions, by all means, do not hesitate to reach out to your account teams within LiveVox. Steph With that I’m going to, I’m going to hand it back to you.

(38:00) Stephanie Trinh:

Thank you guys and thank you for joining us again on a follow-up webinar. Jason ran through it pretty quickly, but the assets for the at-home configurations and the rapid implementation model is on the user hub. If you haven’t seen it already. If you want to learn more, our biggest recommendation is to contact your account manager or they will put you in touch with our COVID-19 tech course to get you started. We do know also that as we go through this progress, there are learning lessons and best practices that we can share with you. So again, a recommendation is for you guys to reach out to your company and ensure during the uncertain times, we don’t know how long this will last. Hopefully it will be over soon, but we do know more of our clients are addressing this issue with at least planning to do so.

(38:46) Stephanie Trinh :

So again, for the third time we do recommend you speak to your account manager to at least get a contingency plan in place if you are not yet ready to move to an at-home work model. Thank you again. These assets aren’t going to be available to you over the next 24 hours. Both the presentation and the recording will be sent to you, will be available to your account manager and also will be posted on the user hub. If you have any questions that we either didn’t get to or would like to submit to our speakers directly, you can email me at info@livefox.com.

(39:24) Stephanie Trinh:

Thank you again, we appreciate your partnership during this trying time and we will continue to get you as much information as we can as we gather it. And as we gather more breath practices, we’ll continue with more information, more webinars. So we ask that you keep an eye out for our emails. We know that we’ve been communicating with you a lot. We ask that you do take a look at that and if you have a member on your team that isn’t being reached by us, please email me at info@livefox.com so I can be sure to get them on our distribution.

(39:56) Stephanie Trinh :

Once again, thank you for joining us and we hope that everyone stays healthy and stays safe.

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.

Share this story

Keep Up-To-Date on the Latest Contact Center News

Subscribe to our newsletter and stay current on all the latest technological advances in the contact center space.

About LiveVox

LiveVox is the only one-stop-shop for true omnichannel engagement that unifies modern channels, CRM, and WFO functionality into a single cloud customer engagement platform. Facilitating over 14B interactions annually, LiveVox makes omnichannel easy by unifying all conversations and interactions in one place. Founded in 2000, LiveVox is headquartered in San Francisco with offices in Atlanta, Denver, St. Louis, Colombia, and Bangalore.

To learn more, visit www.livevox.com or call one of our specialists at (844) 207-6663.

You May Also Like