Contact Center Trends and Future
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- Dennis Lynch
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1 Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam
2 Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated service Customer analytics Customer satisfaction 2 Speech Recognition IVR Control costs First Contact Resolution Unified Customer View Integrate experts & remote agents Utilisation & schedule adherence Avoid bored agents Agent Productivity & Satisfaction Serve most profitable customers Acquisition & retention Build loyalty Cross-sell & Up-sell Proactive outbound Branding
3 Dynamic Contact Centre Defined 3 Expanded model of contact centre capabilities Linking these capabilities based upon business rules, shifting priorities in real time according to fluctuating conditions
4 Dynamic Capabilities 4 Business Process Routing Workforce Mgmt. & Optimization Proactive Contact Internet Integration Customer Centric Routing Integration Real-time decisions Optimisation Reporting & Analytics Branch Remote Expert Integration Virtualisation Integrated Self-Service Real-time Offers
5 Contact Centre Parameters 5 Resources Traffic Outcomes
6 The Daily Business Challenge 6 RESOURCES / TRAFFIC TIME
7 The Daily Business Challenge 7 Work Items Process work items RESOURCES / TRAFFIC Process Proactive calls Increase cross selling Phone TIME
8 The Daily Business Challenge 8 Work Items RESOURCES / TRAFFIC Phone TIME
9 The Daily Business Challenge 9 Shift agents Offer call back Work Items RESOURCES / TRAFFIC Reduce cross selling Phone TIME
10 The Genesys Dynamic Contact Center 10 Dynamic Contact Center Real Time Orchestration Expand pool Real-time interaction Expedite call T R A F F I C Contract pool Resource Offline activities Traffic Cross sell Value Add Outcomes T I M E
11 The Customer Experience 11 Great Customer Experience Satisfaction & Loyalty ARPU Customer Retention Positive Word of Mouth Market Share Profit Margin Sustainable Growth Consistent Management of Customer Service Interactions Increased Brand Reputation Business Outcome
12 What is a good experience? 12 Convenient Ease of contact/short wait times When I want to (24/7) Phone, self-service, , web, chat, sms Competent The right agent the 1 st time Consistent experience over all channels Don t make me repeat information Personalized Know who I am Understand (and adapt to) my needs Use the information you have about me Proactive Inform me about things that are relevant to me Offer me products/services that are relevant to my needs Inform me proactively
13 Blending Self & Agent-Assisted Service Business Value 13 Genesys Voice Platform Enterprise Routing Expert Contact Customers Self-Service Agent Expert $ /transaction $ 2 5/transaction $ 10 20/transaction Align services delivered with customer value & needs
14 Imagine This Caller Experience! PSTN/IP IVR gets caller s account number. Caller needs to speak with Expert, so opts out. Asks for account number again. Asks caller to explain reason for call, before transferring to Expert. 14 PBX IVR Waiting in queue. No intelligent routing. No screen pop. Agent Customer Asks for account number yet again. Asks caller to explain reason for call again. Expert Placed back in queue (end of line). No intelligent routing. No voice or screen transfer.
15 Now Imagine This Experience Customer Self-Service Why What Who is is the caller? value calling? of the caller? Execute specific self-service applications 15 Customer Database Agent-assisted service based on integrated rules engine Business rules routing Support Gold Customer Sales Agent- Assisted Service Which agent can best serve the caller?
16 A Modular Approach 16
17 Unification Configuration 17 Management Routing Reporting
18 Genesys as Middleware Support for many 18 Operating Systems Databases PBXes IVRs CRM solutions VoIP equipment Recording vendors And so on
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