Process Shepherd is a decision tree or agent scripting platform designed to help agents navigate complex business processes with ease and efficiency. Its primary function is to streamline workflows, bolster compliance, and enhance operational efficiency in various industries, notably in contact centers and help desks.
At its core, Process Shepherd works by presenting the workflow as a series of steps or questions that the agent responds to one at a time. This step-by-step guidance greatly simplifies the handling of intricate procedures, reducing both the onboarding time for new agents and the average handling time for each interaction.
Moreover, Process Shepherd integrates a built-in knowledge management system that extracts and embeds helpful information within each question, providing immediate support and clarification for agents during their interactions.
One of the platform's main strengths is its user-friendly interface, designed with non-technical business analysts in mind. This makes creating and adjusting workflows a breeze, allowing your business to respond swiftly to evolving needs and requirements.
For more advanced users, Process Shepherd offers the use of API blocks, enabling the reading and writing of data to external platforms such as your CRM or helpdesk provider.
By using Process Shepherd, companies can ensure consistent and knowledgeable agents, simplify updates to business processes, explore automation capabilities, and effectively evaluate new staff. All of these lead to significant improvements in operational efficiency, agent satisfaction, and overall customer experience.
- Reduce Agent Onboarding Time by 80%
Process Shepherd reduces agent onboarding time by providing step-by-step guidance that streamlines complex processes, eliminates the need to train agents on every single business process, and ensures they are equipped to handle edge cases.
The time it takes for agents to become proficient is significantly reduced with Process Shepherd, as they are accurately guided through each step of every process, building their confidence and knowledge quickly
- Reduce Average Handling by 30%
Reduce Average Handling time by confidently guiding agents through complex processes, eliminating the need to search for information. Integration with external services, such as a CRM, automates data collection and step completion, saving agents valuable time.
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