Shared Knowledge for Improved Customer Experience

When a customer phones up for help he or she could be wanting support, help, advice, information or details on one of a hundred different things. Training helps to get a service representative started but how will he or she remember all the detail ... and what happens when he or she leaves or moves on in the organization?

Firefly enables the capturing of knowledge to provide call scripting and guidance for customer services agents and, crucially, also automates complicated and time consuming tasks. Firefly is so easy to use you can add another question thread in minutes - meaning your agents can have the very latest information to help customers. Firefly is also proven to reduce call length, enable shared services, reduce escalations and improve first call resolution.

Scripting not Prescription
Whilst Firefly can provide prescriptive scripting capabilities it is also possible to provide 'light touch' call handling processes so that every style of organization can benefit. Additionally, Firefly is sophisticated enough to vary the level of scripting delivered, for example by representative seniority or perhaps because the call center is under a surge situation when only the smallest set of data is captured. No matter how prescriptive the call script every representative can benefit from the orchestration of back end systems such as CRM.

Adding Knowledge Fast
Firefly is so simple for the authors to use that new scripts can be created or existing scripts can be modified in minutes. Representatives can comment on scripts during their usage so that authors can re-publish improved scripts in minutes. No interaction with IT is required at all. Firefly also manages all the messy version control and publishing permissions so you can't break it accidentally and if you need to roll back you can.

No Training Required
Firefly is so simple for end users to get started, our customers have reduced their training down to minutes. Because the knowledge is in Firefly the agent can be guided through the call as if they have been with the company for years. Firefly has also been used to provide "role play" exercises and quick tests to see if agents are up to speed on particular areas. Often the longest part of a training process is teaching how to handle the CRM or other systems on the desk top - with Firefly's orchestration capabilities this training can shrink to zero.

IP Retained
Whilst the role of customer services is changing it can still be a department with high staff turnover. If some of your highly trained staff leave the business it can lead to a significant degradation in service. Firefly completely removes this problem because the best practice is embedded in the processes not in the heads of the users.

Call Center Focused
Firefly is feature rich for the call center and can:

• Handle call transfer
• Allow a call to be stopped, saved and subsequently resumed
• Deal with exceptional events - such as caller 'hang up'
• Deliver a user interface that is styled to your corporate branding
• Deliver a user interface optimized for your style of usage

Drive Integration
Firefly has been designed with integration in mind. It can push and pull information to and from multiple systems throughout the script, providing dynamic scripts which are simple and easy to follow. Firefly can also navigate a user to another system (perhaps order processing) and navigate them back once completed. Complete orchestration of the process can be achieved so that accuracy and quality are guaranteed whilst the call length is minimized. Firefly customers integrate our technology with IVR, CRM, ACD, CTI etc to deliver a complete sales solution.

Survey
A surveying feedback loop is an essential part of a modern customer services function. Firefly provides the ability to create surveys and feedback the results into your CRM or database for analysis. Using Firefly's orchestration capabilities you can deliver survey emails out to all your callers, or a subset of them, and gather feedback data without your staff spending any time on this activity at all.