Cloud Meets Contact Center: From Zero to Hero in 14 Days!

Transcription

1 June 2013 Coud Meets Contact Center: From Zero to Hero in 14 Days! By Heather J. Donney, PMP, HDI & ITIL v2f/v3f Certified HDI Certified Instructor 2013 NASDAQ-LISTED: EGHT

2 Meet The Presenter Heather Donney, PMP, brings neary 30 years of experience speciaizing in Program/Project Management, as we as Hep Desk, Support Center, Contact Center, Ca Center and Desktop Support management and operations. Heather's experience spans Government, Heathcare and Commercia work. She hods 19 certifications incuding PMP, ITIL v2f/v3f, HDI/STI Director, Manager, Knowedge Manager, Team Lead, Hep Desk Speciaist, Customer Service Speciaist and HDI Certified Instructor. Owner/President MarkIT Support, LLC Vice-President Customer Service Outreach Process Partners, LLC/EPA Deputy Program Manager HumanTouch, LLC/FDA

3 What attendees wi earn The benefits of the coud contact center mode Proven strategies for depoying a coud contact center in 14 days or ess What kind of ROI to expect from a coud contact center How to unite agents in mutipe ocations into one virtua ca center Case study EPA s Safe Drinking Water Hotine 3

4 How Did I Do It? Task at hand and what ed me to my decisions (step by step) Researching vendors/price quote/feasibiity Impementation pan Potentia roadbocks and overcoming them (greetings recording, etc.) Go Live & Operations Mode Success! 4

5 Coud vs. On-Premises On Premise instaations fai to meet expectations and/or budgets 55% of the time. Impementation and customization expenses are frequenty greater than hardware and software price combined Lifetime operating and maintenance expenses exceed technoogy costs over time Difficut to maintain, modify, and upgrade without throwing more money at your soution Must pan schedued downtimes in advance for maintenance, etc. Not easiy scaabe 5

6 Items to consider in your cacuations Revenue/Cost per Ca or Contact Skis Based Routing Improves FCR CTI/Screen Pop Reduces Hande Time Chat/Emai Measure, Track, Respond IVR Right Work to Right Resource Web Caback Reduce costs, Improve Accuracy Lost Revenue/Increased Customer Sat Abandoned Cas and Contacts Ca Recording Quaity Assurance SLAs Performance vs. Competition Remote Workforce Benefits of Home Agents/Retention Abiity to: Optimize Staff, Quaity Monitoring, Improve Training, Track Agent Performance and Avaiabiity, Crade to Grave Reporting, Just in Time Metrics Customize on the fy 6

7 Key Benefits of the Coud 7

8 Critica Success Factors When Moving to Coud Contact Center Soutions 8

9 Evauating Coud Contact Center Soution Providers Consider those Chaenges Scaabiity Customizabiity SecurityTota Cost of Ownership (TCO) 9

10 Contact Centers: Compicated, Costy & Infexibe 10

13 Managing the Transition 13

14 Migration to/from the Coud 14

15 Coud Based Contact Center Aternative to Premises Based 15

16 Contact Center Software in the Coud 16

17 Coud Brings You Agiity 17

18 Coud = Higher Customer Satisfaction Your Customers Leading Technoogy Productive Agents Business Fexibiity More Sophisticated Service More Customer Touch Points More Responsive Your Business 18

19 A Better Way Simper No IT Invovement No speciaized hardware or software Faster to Impement Days vs. weeks/months Cheaper TCO about 25% to 66% ess then on premises soutions Nimber Agents may be provisioned in minutes anywhere Powerfu Rapid time-to-vaue Easy to use and administer Higher customer satisfaction 100% uptime! Customer Contact via emai, chat, web caback, desktop sharing Pubic Teephone Network Coud Contact Center Internet Coud Data Center Internet or Private IP Network Pubic Teephone Network Agent/Supervisor Workstations VoIP, Standard Phone or Computer 19

20 Benefits of the Coud Mode 20

21 Reasons to Migrate to the Coud Situations that require companies to consider making the switch: Business event causes a trigger Current technoogy does not have fexibiity Companies have infrastructure to run business; something changes in business; card stack crashes down; some event that causes you need to seek new opportunity; product reiabiity Known cost structure 21

22 Key Factors to Success Reay define your needs Organizationa (not repicating what you are doing today; how are needs evoving over time?) Do your homework up front what is driving you to seeking another soution? Make certain that you invove I/T or Business Unit (if driven by I/T) so you have a stakehoders invested in soution Needs are documented and considered eary on (you don t want I/T to find out too ate and throw a monkey wrench into it; bring them in eary to the project Not with patform itsef but it becomes infighting within business units themseves Fai to recognize the importance of I/T in the evauation equation Make certain that provider you choose has I/T skis to suppement 22

23 Coud and Integration How we do coud soutions work with existing appications (CRM, Anaytics, Ca Recording, Workforce Management, etc.) Look for someone that has depth of bench internay Can support a cient of your size and your appications; if custom interfaces have to be designed (custom systems/home grown) what it wi cost and how that wi affect decision Does provider have actua experience with integrations? References? Systems outside of their hosted/coud soutions they provide 23

24 Commitment Time If I go with a coud based soution, how ong am I committed for? Typicay for one year; in most cases, monthy agreements are avaiabe; good for outsourced ca center/seasona operations with high fuctuation of agents 24

25 Home Based Agents How do coud based systems faciitate the use of home based agents? Agent ocation doesn t matter Ony need high speed internet connection Easy integration Fexibiity Virtua desktop (agent wi aways have atest upgrades) Scaabiity (on-boarded/trained quicky) Training can be done onine; chat, emai, tier tutoring 25

26 Biggest Drivers to Move What are biggest drivers for moving customer interactions to a coud based service? Biggest reason is that there is one piece of infrastructure that is aging out where mfg. is not providing support; practica motivation for moving to coud patform Benefits of coud patform are very obvious; proven over studies and actua use; scaabiity; pricing, cost efficiency; proven over time; Wi this integrate with? What if it doesn t work with the IVR we just put in? The CRM? Compex integrations w/o robacks (from vendor) 26

27 Size Threshod Decision Is there a size threshod that shoud make your decision? Seen it based around # of agent positions rather than ca voume agent positions; historicay you woudn t want your 1000 agent ca center in the coud What are your coud options? What does it mean to their organization? Does that mean that everyone ends up in the coud? NO There is a private coud option; trending agent ca center is growing towards the coud 27

28 Outbound Notifications How wi mutimedia outbound notifications be accommodated with a coud soution? Proactive outbound notifications (boosts customer satisfaction) Let me know when my pane wi be deayed Let me know when my package wi be deivered But ony et me know when I want to know and how I want to know Pay by transaction rather than by the minute How do you hande an outbound transaction that turns into an inbound transaction w/o oss of service or information (effectiveness) 28

29 Chat How wi cick for assistance Chat for customer service turn it into a chat session or a ive phone ca (another too in your bag of tricks) to hep customers Many coud soutions have chat capabiity 29

30 Virtua Contact Center Features 30

31 Virtua Contact Center Features Simpe web interface, Computer Teephony Interface (CTI) Unimited IVR Ca / voice queues Rea-time queue management Rea-time monitoring Historica Reporting Service eve aerts and reporting Broadcast status and aert message Status codes Ca recording Transaction codes Buit in CRM CRM integrations Saesforce, Netsuite, ZoHo, Zendesk, MS Dynamics Cick-to-dia URL FAQs Open APIs More! View an On Demand Video Sign up for a Live Demo 31

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35 How to Turn Up a Coud Based Contact Center in 14 Days or Less Here s How I Did it! 35

36 Timeine Apri 1-30 Phone ca from cient in ate March Exporing options/earning about contract What technoogy are we going to use? Who owns the 800#? How ong to port over? Research coud based contact center vendors Who has a CRM/Ticketing system? How many agents and where? Obtain/Test Headsets Work fow/menus 11 th hour crisis with voice recording Agent Training (Customer Service Skis) Agent Training (Safe Drinking Water Hotine & App) Subject Matter Expert Escaation Process Reports: monthy, quartery, annuay 36

37 Safe Drinking Water Hotine

38 Step by Step Pan 38

39 Step by Step Pan 39

40 Toos of My Trade HP Paviion g7 Laptop Samsung Droid Charge Easy Voice Recorder APP for Android FREE! Me 40

41 Safe Drinking Water Hotine Pantronics Savi W730 Wireess Headset Bria Softphone and/or EyeBeam Softphone 41

42 Engish to Spanish Voice Transation Transated text appears here and is spoken by mae or femae (you choose voice) Type Engish Text Here and Hi-ight text to seect it Press Transate Button 42

43 Menu Workfow 43

44 Success! Time to Ceebrate at 4:01 PM on Monday, Apri 30 th! 800 Number successfuy ported to coud based soution! Severa hours of ive testing were performed using a menu functions! SUCCESS! We were ready to open the doors for business at 10:00 AM Tuesday, May 1 st! 44