enterprise 2.0 for call centers

empower your contact center with

ENTERPRISE 2.0

jeroen.derynck@thinkingape.be - www.thinkingape.be

recently in the news

CIO.com and http://goliath.ecnext.com/coms2/gi_0199-7057078/Online-social-networks-virtual-communities.html

A wiki is a collection of Web pages designed to enable anyone with access to contribute or modify content, using a simplified markup language. Wikis are often used to create collaborative websites and to power community websites. The collaborative encyclopedia Wikipedia is one of the best-known wikis. Wikis are used in business to provide intranet and knowledge management systems. Ward Cunningham, the developer of the first wiki software, WikiWikiWeb, originally described it as "the simplest online database that could possibly work (www.wikipedia.org)

"Wiki" (/wiːkiː/) is a Hawaiian word for "fast"."Wiki" can be expanded as "What I Know Is," ...

ww.wikipedia.org

Web 2.0 and Wikinomics

Tim O’Reilly

Web 2.0 is a revolution in the computer industry... an evolution of the web as a platform

The web as a platform

Global snapshot: Wave 3

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%Wave 1 Sep 06 Wave 2 Jun 07 Wave 3 Mar 08

Read blogs/weblogs

Start my own blog/weblog

Leave a comment on a news site

Watch video clips online

Download a podcast (pre-recorded radio/

audio show)

Create a profile on a social network

Subscribe to an RSS feed

Watch v

ideo c

lips o

nline

Read b

logs/w

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Read p

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Manag

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Upload

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Reach“Thinking about using the Internet, which of the following have you ever done?” Active Internet Users

Reach over time“Thinking about using the Internet, which of the following have you ever done?” Active Internet Users

Power to the people - Social Media Tracker Wave 3

2413 - Wave 3 complete document AW 3.indd 12 14/4/08 16:25:53

User Generated Content

+ =

Instant Messaging - Voice Over IP - Peer to Peer Web

conferencing Media sharing Federated Search

WIKIS Portals RSS (micro)blogs Social Networking User Generated Content communities Discussion forums Social Bookmarking MASH UP Link hierarchies collaborative tagging From push to pull

"A powerful global conversation

has begun. Through the Internet, people are discovering and inventing new ways to

share relevant knowledge with

blinding speed. As a direct result, markets are getting smarter and getting smarter faster than most companies." (2001)

The new customer2 billion # of daily searches

> 2,7 million # of articles > 450 years time to view all content on

>1 million posts per day

> 346 million people globally blogs

> 200 million users

14 million accounts (since 06)

The information age

The conversation starts here

Everybody is an author

Wisdom of the crowds

Sharing content

convergence

the new customer =

the new EMPLOYEE

Always connected friends and peersDon’t like authority Easily bored Work/Life balance Expressive digitally creative Multi-tasking

Generation Y

Employee Value proposition Mentoring Work/Life balance Fun environment Growth Effective communications

climate Green image Corporate Social responsibility Opportunities creative salary Casual dressingLearning Location TRUST EXPECTATIONS respect

Collaboration

The emerging communicationsparadigm

Impact of WEB 2.0

Growing need for web self-service

New & emergent (social) media

Cross-channel consistency

Multiple touch points

on customer service

How 2.0 is your contact center?

CRM 2.0“CRM 2.0 is a philosophy & a business strategy, supported by a technology platform, business rules, processes and social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation. CRM 2.0 is built around business models, strategies for interaction and engagement, where CRM 1.0 was around transactions and management.”

http://crm20.pbwiki.com/

The virtual coffee corner

old habits

don’t die in the digital age

Technology Customer-facing technologies:

Computer Telephony integration

Work Force Management

Skills based routing

IVR

Call recording & monitoring

Web Self-service

Scripting

Customer Relationship Management

in the call center

but when the going gets tough...

Typical customer complaintsWaiting time

Quality of service

First call resolution

Staff attitude

Staff competencies/capabilities

Lack of personalized approach

in the industryConsolidation OutsourcingFrom cost center to profit center (ROI) Convergence of front and back office Image problem (internal and external) Shortage of skilled workers High people turn over* Changing workplace demographicsCustomer Retention

*(between 25% and 50% - 10 to 20% in first year)

challenges

It is not the strongest species that survive, nor the most intelligent, but the ones most responsive to change.

(Charles Darwin, nineteenth century naturalist)

Technology investments that increase customer retention and protect revenue or help reduce operational costs will move to the forefront(AMR customer management Market Outlook 2009)

In 2009, the spotlight will remain on customer experience. Our analysis shows that good customer experience is highly correlated to customer loyalty, but customer-facing touchpoints at many organizations are clearly broken. (Forrester Research, Trends 2009: Customer Relationship 2009)

Globalization, rapid market change, a changing workforce, and regulations have turned the desire for more agile and usable applications into the business imperative (Forrester Research, Trends 2009: Customer Relationship 2009)

Strategic priorities 2009 :Cost reduction Customer retention Improve business intelligence Acquire new customers (CRM in the contact Center, Datamonitor September 2008)

Empower your call center with Enterprise 2.0

More than 60% of your total call

center budget is spent on people

Your human capital?

How can you

could this be your ?

Reduce costs

Improve business intelligence

Retain customers

Andrew McAfee

Enterprise 2.0 is the use of emergent social software

platforms within companies, or between companies and their partners or customers

The Social Web

- From push to pull (RSS)

- Authoring

- From email to IM

- Co-creation

- Media Sharing

- Tagging/Social bookmarking

- Social Networking

- Micro-blogging

- Widgets

- Mash UP

- Aggregation

- ratings

- Recommendation & linking

WEB 1.0 WEB 2.0read read/write

companies communitiesHTML XML

homepage blogstaxonomy folksonomy

own information share informationportals Really Simple Syndication

domain names search engine optimizationpublishing participationCMS wikisB2C peer to peer

Why now?

Economic climate

Consumerization of software

Maturing vendor & technology landscape

Dawn of the “Information Workplace”

E 2.0 Buildingblocks

identity

presence

relationships

reputation

groups

conversations

sharing

with rich user profilesfind expert knowledge

BlogsMicro-blogsIMForums

New communicationchannels

Sharing information

Wikis Social bookmarking Multimedia (pod/vodcast)

& knowledge

Who knows who

Social network Shared interestsNetwork effect

Building communities

CommunitiesBuilt organically

across departmental silos

From silos

Human resources

Information Technology

Internal communications

Strategy

R&D

Sales & Marketing

Customer Service

Manufacturing

Transversal

to communities

What are you doing?

Signals Publications ActivitiesContributions

New metrics

E2.0 facilitates interaction & conversation

Documentation (products & services)

Projects

Team zone (communities)

Campaigns

Crisis management

FAQs

eLearning (social learning)

Internal news & HR updates

Knowledge bases

E2.0 has to be embedded

Economies of scalePeople first, data later Context of the process

into your core processes

Social productivity

Enterprise 2.0 = enablerKnowledge management ➜ knowledge drain & employee turnover

(Interdepartmental) collaboration ➜ convergence of front & back office

Employee engagement ➜ Customer experience

Employee-centric company culture ➜ ROI of your human capital

Technology leverage ➜ IT-enabled innovation

Virtual organization ➜ Growing outsourcing & virtualization in the industry

Cost reductions ➜ Information search & training

Risk mitigation ➜ Quality of information (Data redundancy)

Social software suitesinclude:

User profiles and resumePeople's networkPeople's directoryGroup directoryGroupsConversationParticipate everywhereGroup's AnimationFlow managementFind content and peopleFacts and figures

Benefits Reduce cost of email traffic & data redundancy

Provide alternatives for on-site meetings (travel costs)

Decrease training & internal recruitment costs

Improving communication and collaboration

Enable virtual enterprise & distributed teams

Increase speed of information

Reduce time searching for information

Quickly locate expert (knowledge)

Integrate partner/supplier networks

Manage knowledge drain

Improve quality of information

Prepare for changing demographics in the organization

Risks

Success stories

Enterprise 1.0 attitudes

Blissful ignorance versus compliance

Management & corporate culture

Focus on direct pay-back (ROI)

Technology-centered approach

Flavor of the month

Lack of incentives

don’t work well with 2.0

Training & education

Professional services

Managed insourcing

Software solutions

Performance Management

Workforce Management

Monitoring

eLearing

www.teletrain.be

Web/Enterprise 2.0 strategy

Change & HR Management

Social Media consultancy

Speaker assignments

www.thinkingape.be

jeroen.derynck@thinkingape.be

tel: +32 476 96 17 49