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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.