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.