This article will guide you through the Scenario Branding feature in Smart Role, designed to customize training scenarios for different brands or clients. With Scenario Branding, you can create realistic, brand-specific simulations that better prepare your agents for customer interactions unique to each brand.
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Step-by-Step Guide
1. Accessing the Scenario Branding Menu
To get started, navigate to the Scenario Branding menu within Smart Role under Organization Settings. Here, you can create and manage brand profiles, which will be available for use in various training scenarios.
2. Creating a New Brand Profile
To create a brand profile, follow these steps:
- Go to Organization Settings > Scenario Branding.
- Click on the Add button to create a new brand.
- Fill out the brand name and description, outlining key characteristics and objectives of the brand.
This description can be detailed or simple, providing a helpful reference for agents to understand each brand’s tone and purpose.
3. Adding Brand Values
Brand values help define the style and approach agents should adopt when representing each brand. This can include values such as “personalized,” “proactive,” or “fast resolution.”
To add brand values:
- In the Scenario Branding menu, locate the Brand Values section.
- Add values that reflect the brand’s approach to customer service. For instance, if the brand prioritizes empathy, include that as a value to guide agents.
4. Using Scenario Branding in Training Scenarios
Once you have created brand profiles, you can assign them to training scenarios to customize the experience for agents.
To assign a brand to a scenario:
- Go to the Scenarios menu.
- Select the scenario you want to customize.
- In the scenario settings, select the desired brand from the Scenario Branding dropdown menu.
This ensures that agents see the brand-specific values and descriptions during training, helping them align with the brand’s customer service approach.
5. Modifying Brand Profiles
You can update brand descriptions and values as needed to reflect any changes in brand strategy or values.
To edit a brand profile:
- Go to Organization Settings > Scenario Branding.
- Select the brand you want to modify.
- Update the description, values, or other details as needed, then click Save.
Benefits of Using Scenario Branding
- Customization: Tailor training scenarios to reflect different brand personalities and approaches, making training more realistic and relevant.
- Consistency: Standardize how agents represent each brand, ensuring alignment with brand values.
- Efficiency: Manage multiple brands from a single platform, enabling quick and consistent setup across scenarios.
By using Scenario Branding, you can ensure that every agent is trained to represent each brand accurately, enhancing the quality of customer interactions across various brands or clients.
For further assistance, please reach out to our support team.