The Process is Overwhelming the Conversation
Phone based agents, by necessity, must navigate multiple systems while servicing customers and prospects. Because of this, agents become overwhelmed by what they must DO to support their conversations as opposed to being able to focus on what they need to SAY to service the person on the other end of the phone.
What are the signs that you have this problem? Here are the most common “tells” that the process is overwhelming the conversation:
- Paper scripts
- Taped paper cues all over the workspace
- Long pauses in conversation
- Lots of look-ups, tabs, and system hopping
- Duplication of work, rekeying, and copy/pasting into multiple systems
- Can hear the agent clicking away throughout the call
- Wrong (or generic) answers to specific questions
- Immediate triage to 2nd tier support early in the conversation
- Overstatement of empathy (constant apology) to mask ineffectiveness
- Begging for satisfaction scores meaning they lack confidence that they provided a satisfactory experience
One single screen to perform all daily tasks
Cue orchestrates all systems needed before, during, and after calls. Instead of forcing an agent to hop from system to system while servicing a customer, Cue brings all solutions to the agent.
Lookups
Manage inventory
Track shipping statuses
See customer profiles
Trigger Processes
Complete sales, returns, and exchangesCreate service tickets
Note Taking
Custom note and field syncing to any system
Dynamic Scripting
Eliminate analog and paper-based scriptsOn demand FAQ’s and script guidance based on customer responses Update customer information and take notes within Cue
Integration Ready
Cue subscriptions include our open, RESTful API that integrates natively with out of the box and a growing number of proprietary, third-party platforms. Ask us how we can seamlessly push and pull data between Cue and any of your systems.
