Jane a CC Operator

Jane a CC Operator
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  • 3A
  • 1
  • With the help of Case and Knowledge Management tool Jane quickly creates the new case and categorizes it. She can search for the case category entering a free text
  • Hm..What the customer is asking about? I should search in the system to which case category the issue belongs
  • Case and Knowledge Management tool: Case Category Tree
  • 2A
  • 3B
  • After Jane creates new customer case and selects the needed case category, on the side she can see a SmartScript with questions she should be asking customer and other hints for solving the case. 
  • Looks like customer question belongs to case category XYZ. Let's see how I should handle such type of cases. Here is the SmartScript I should follow. 
  • Case and Knowledge Management tool
  • 2B
  • 4B
  • Selected Case Category belongs to "Complicated cases" and is automatically assigned to Senior Call Center Operator.
  • Looks like customer question belongs to case category ABC. Seems this case belongs to the category of "Complicated cases" and should be handled by Senior Call Center Operator.
  • Case and Knowledge Management tool
  • Jane solves the customer's issue with the help of Smartscript and closes the case. 
  • Looks like we have solved the problem. Can I help you anyhow else?
  • Case and Knowledge Management tool
  • No, everything's fine now. Thanks for helping.
  •  Customer's call is redirected to Senior Call Center Operator. Jane's work is done here. 
  • Thanks for contacting. I will forward your call to my colleague now.  He will help you with the issue.
  • Case and Knowledge Management tool
  • Ok. thanks
  • Notification about new "Complicated Case" has appeared to Tom, Senior Call Center Operator. The customer call has been redirected to him and he will start working on the case with customer. 
  • New Case in category "Complicated cases" has been created and assigned to me. Let's work on it.
  • Case and Knowledge Management tool
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