it solutions & professional services for contact centers
DESCRIPTION
A look over the IT solutions and services for contact center market in Brazil.TRANSCRIPT
Developed by Eden Gonçalveswww.edengoncalves.com.br
IT Services & Solutions
for
Contact Center Challenges
Developed by Eden Gonçalveswww.edengoncalves.com.br
Agenda
• WhyWhy Contact Center Market in Brazil
• WhereStrategic Areas
• WhatChallenges
• HowOffers Insights
Professional Services Capability
• WhoBusiness Action
Developed by Eden Gonçalveswww.edengoncalves.com.br
Why Contact Center Market?
Contact Center Market in Brazil
+22% +13% +22% +20%
+9% - 3% - 5% ?Pressure for lower prices
HR represents until 70% of the costs
1,8 2,5 -2,3 -2,1Employees per Position
+38% - 8% - 12%
?
Developed by Eden Gonçalveswww.edengoncalves.com.br
Why Contact Center Market?
Contact Center Market in Brazil
+22% +13% +22% +20%
+9% - 3% - 5% ?Pressure for lower prices
HR represents until 70% of the costs
1,8 2,5 -2,3 -2,1Employees per Position
+38% - 8% - 12%
?
Developed by Eden Gonçalveswww.edengoncalves.com.br
Changes...
Pressure for lower prices
HR represents until 70% of the costs
+ WEB 2.0 Transformation
+ Lei do SAC (Customer Care Law)
+ International Economic Scenario
+ Basic Salary
Contact Center Market in Brazil ...is going to change!!!
+ Operation Process
+ Human Resources
+ Technology
+ Business
Developed by Eden Gonçalveswww.edengoncalves.com.br
Strategic Areas...
Pressure for lower prices
HR represents until 70% of the costs
+ WEB 2.0 Transformation
+ Lei do SAC (Customer Care Law)
+ International Economic Scenario
+ Basic Salary
Contact Center Market in Brazil ...is going to change!!!
+ Operation Process
+ Human Resources
+ Technology
+ Business
+ Operation Process
+ Human Resources
+ Business
+ Technology
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Strategic Areas...
+ Operation Process
+ Human Resources
+ Business
+ Technology
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology BusinessOperation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
Consulting for“B2x” Challenges
BPOMapping
Strategic Areas and Challenges
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
Contact Center features customization &
configuration
How to access the right customer data for any interaction?
More empowerment to the operators.
Customer Log (CRM)
Customer Preferences
Interaction valued for multiple variables.
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
Business fine tunning for IT Solutions & vice-versa.
How to treat multchannel customers?
Are databases ready to appoint it?
What about your CRM and others 3rd Part enterprises?
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
Tracking the Customers.
Something is done/wrong. Contact the customer first!!!
Callbacks could be targeted and flagged.
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
I Heard Through The Grapevine…
NEVER MORE!
What is the real bench for your business?
How to use?
Who´ll manage?
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
Tunning for Scheduling and
Forecasting.
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
What really must be checked & evaluated?
Quality Assurance or Researches must have also KPIs
for business.
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
Benchmark Producers!
How to use and share the best solutions and practices among
operations?
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
Keep Trainning
Knowledge in small doses… everyday!!!
Challenge the employees (Gaming).
Attract and keep motivated the “Y Generation”.
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
Keep on Touch… and Feedback!
Looking for opportunities in each action customer.
PDCA for tech and buzz.
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
Binding Business and Interactions!
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
BI Development &Tunning.
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
Improving electronic channels & medias.
;)
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
Help the customers to plan and change
to…
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
Management & Support for changes from & into business
areas
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
Consulting for keep the right KPIs and
challenges connected
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
Process mapping for CRM
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Offers Insights
What and How can be outsourced.
Outsourcing for Outsourcers
Outsourcing for Companies
Developed by Eden Gonçalveswww.edengoncalves.com.br
Operation Process Human Resource Technology Business
Call Flow & Front-end Customization
MultichannelAttention
WorkflowManagement
BenchmarkManagement
WorkforceManagement
QualityAssurance
Knowledge BaseManagement
e-LearningModeling
PMO &Technical Operations
Intelligent RoutingStrategy
BIIntegration
Customer 2.0& Mobile Applications
VoIP + SIPMigrations
PMO forBusiness
KPIsfor Business
CRMIntegration
BPOMapping
Professional Services Capability Level
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Developed by Eden Gonçalveswww.edengoncalves.com.br
Business Action
Developed by Eden Gonçalveswww.edengoncalves.com.br
Eden GonçalvesIT & Business Executive