Process Shepherd

Process Shepherd Overview

Process Shepherd was born from a simple premise – that we should not be needing to ask staff to memorise complicated business processes. Removing this pressure off the agent will increase their performance and ability to better focus on their conversation with the customer.
Consider the ongoing investment in training, coaching and quality that is focused on the processes a consultant is to follow. Yet with all these costs perfect adherence is still a distant goal. There is a better way to do this.
Instead of training your agents to understand the complexity and edge cases of every process, what if software could guide them on their journey, one step at a time? Training would be drastically reduced, and process adherence would be perfect.

Organization that stand the most to gain from Process Shepherd will be impacted by at least one of these factors
• Financial penalties for compliance breaches
• High number of complex business processes
• Long training periods for new staff with high attrition rates
• Seasonal work where the contact centre ramps up for a short period to deal with high load
• Experience avalanche call spikes and overflow to staff that have less experience and training dealing with these interactions

What is Dynamic Guided Workflow?
A guided workflow will step an agent through each part of a business process, one step at a time. But a Dynamic guided workflow will adjust the steps presented according to the current situation. For example, answers from previous questions can be used to drastically alter the flow of the workflow. Meaning a dynamic guided workflow can cater to complex edge cases but this does not confuse the user as they only see the relevant next step in the process.
Ensure process adherence during every interaction
When an agent uses Process Shepherd to perform an activity you can be guaranteed they have been advised on the best course of action for the situation they are in. Agents no longer need to be aware of every edge case, as they will be informed only if it is relevant to the situation. With a detailed auditable record of every interaction performed that can be fed into automated quality assurance platforms for additional analytics.

Reduce training efforts, time to competency, and improve agent confidence
It is typical to train agents on the edge cases they need to be aware of. But once they are being guided by Process Shepherd this training content can be removed. Training can be reduced to only the core principals of the process. On day one of taking their first call you can have confidence they will fully comply with every complicated edge case, because they are being guided along the way. This greatly improves the agent’s confidence in their actions.
Handle edge cases with customer data