remote agents - technical and management considerations

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Remote AgentsTechnical and Management Consideration

Leonard (Leni) Selvaggio

Industry Solutions Manager

Cisco Systems

February 7, 2013

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Agenda• What is driving the need for Remote Experts

• Crisis of Immediacy

• Customer Leakage/Defection

• What is Needed to Deliver Remote Expertise

• What is Not Remote Expert

• Examples of Remote Expert• Industry Examples

• Best Practices

• Q&A

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What is Needed to Deliver Remote Experts

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What Remote Expert is Not

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Examples of Remote Expert

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Mortgage BrokerCustomer completes

applicationApplication queries

Remote Expertfacilitates informed, accurate application

Live video discussionreviewing disclosures;

application requirements

LOANORIGINATION

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PORTFOLIO MANAGEMENT

Wealth Manager(CFA)

Improved portfolio performance

Customer queries

Remote Expertfacilitates

knowledge share

Live video discussionreviewing portfolio;investment advice

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RETIREMENTPLANNING

RetirementPlanner

Customer purchasesRRSP

Customer queries

Remote Expertfacilitates sale

Live video conference;targeted RRSP advice

RRSP Expert

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LOANORIGINATION

PORTFOLIOMANAGEMENT

RETIREMENTPLANNING

Customer queries

Customer queries

Customer queries

Knowledge share

Complete process

Purchase plan

Wealth Manager

Mortgage Broker

Retirement Expert

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• Kitchen Design

• Bathroom Design

• In-Aisle Help

• Interactive Kiosk with expert access

• Justice System

• Traffic Ticket Resolution

• Pension Inquiry

• Land Dispute

• Driver Licensing

Plant floor access to engineeringProduct Design

Retail Government Services Manufacturing

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Thank you.