Our Little Buddy HERO
What is Hero Assist
HeroAssist is an in-call guidance experience that supports you during live customer conversations with real-time guidance basked on what’s happening in the moment.
Does Hero replace Compass Navigator Tool?
YES!
(but not the Catalyst Behaviors)
Its Begins with "E"
Engage Actively
True or False
Hero has 4 core features
False
Is it Illegal to Kill Big Foot in Washington State?
In Washington state, there's a real-life law stating it's illegal to kill Bigfoot and other sasquatch-like creatures.
What will it do?
Real-time guidance during live calls Support without scripting
How many Catalyst Behaviors are there?
6
It Begins with "O"
Own It
How many Core Features does Hero have?
5
Cookie Monsters Real Name?
Sid
Whats Changing?
HeroAssist will change the way you work and coach. It will be replacing Compass Navigator and parts of Mercury Assistant (transcript) to become the primary call flow tool.
Real Time hints help?
•Will appear at the right moment and are time-sensitive
•Signifies a risk or opportunity
•Helps you protect the sale, the save, or the experience
It Begins with "M"
Make it Effortless
Name the Core Features of Hero Widget
1.Transcripts
2.Checklists
3.Real-time hints
4.Guided workflows
5.Live Assist
Does Germany have more Castles than the US has McDonalds?
Germany has more castles than there are McDonald's in the United States. Yep, you heard that right. Germany is estimated to have 25,000 castles, and there are around 13,000 McDonald's locations in America.
Whats Next?
HeroAssist will continue to improve over time, with your early adoption and ongoing usage to maximize its potential
True or False
You get Guided Workflows?
Yes
•Will appear at the right moment and are time-sensitive
•Signifies a risk or opportunity
•Helps you protect the sale, the save, or the experience
It Begins With "D"
Discover Needs
True or False
Hero provides you hints?
True
Who invented Pineapple Pizza?
Sam Panopoulos, a Greek-born Canadian immigrant, is credited with inventing pineapple pizza in 1962
Does?
Offers real-time guidance through
•Call transcription
•Real time hints
•Conversation checklist
•Guided Workflows
Reinforces Catalyst behaviors
Helps you reflect and improve after the call
Does Not?
Replace your
judgement and
expertise
Change performance
to goals
Evaluate you secretly
Does not provide
mandatory scripts
It Begins with "S"
Show Appreciation
Live Assist Benefits?
•Teammates can receive help in real-time to get responses to questions or support in resolving escalations.
•Supervisors have visibility into customer interactions and can provide real-time coaching.
In Die Hard what does Hans Gruber mockingly call McClane?
A Cowboy!