multi-channel technology options for contact centers
DESCRIPTION
Interactive Intelligence's Todd Marthaler presenting at the CPI Queued IN event and webinar on Multi-Channel Technology Options for Contact Centers.TRANSCRIPT
Multi-Channel Technology Options for Emerging ChannelsTodd Marthaler
Contact Center Consultant, Interactive Intelligence
www.inin.com
©2013 Interactive Intelligence, Inc.
How do organizations deliver a multi-channel customer experience today?
Building a Multi-Channel Business Case
Technology Solutions for the Multi-Channel Experience
Case Study
Session Objectives
www.inin.com
©2013 Interactive Intelligence, Inc.
Responding to the Multi-Channel Bell!
2013 Multi-Channel Metrics Survey Conducted by Contact Center Pipe Line and Interactive Intelligence
208 Responses from Contact Center Leadership.
Centers Ranging from less than 50 to more than 1,000 Agents.
Data across industries: Telecommunications, Cable, Internet, Education, Utilities, Outsourcers, Retail, Financial Services, Health Care, etc.
www.inin.com
©2013 Interactive Intelligence, Inc.
Survey Says…
Source: July, 2013 Multi-Channel Metrics Survey Results, Contact Center Pipeline, Interactive Intelligence
www.inin.com
©2013 Interactive Intelligence, Inc.
Know your Customer!
Customer profile identifies channel preferenceDemographicsGenerational ImpactBuying PowerTransaction/Interaction TypeCustomer Life Cycle
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©2013 Interactive Intelligence, Inc.
How are your customers communicating?
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©2013 Interactive Intelligence, Inc.
Hypothetical Approach-Subscription Trial
Challenge
Introduce Chat to Replace/Reduce Calls
Promote and test customer adoption
Solution
Month to Month subscription service
Measure Results!
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©2013 Interactive Intelligence, Inc.
Return on Investment
Impact Customer Satisfaction and QualityAdoption RatesInteraction ReplacementImproved FCRCost reductionOther key ROI considerations?
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©2013 Interactive Intelligence, Inc.
“The Engine and Elements!”
Options:
Unified Communications Platform
Outsource Services
Single Channel Solutions
Subscription Services
Elements:
Customer Relationship Management
Business Intelligence
Multi-Channel Media Management
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©2013 Interactive Intelligence, Inc.
Business Case – Profile
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©2013 Interactive Intelligence, Inc.
Business Case – Multi-Media Need
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©2013 Interactive Intelligence, Inc.
Technology Choice-Multi-Channel Solution
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©2013 Interactive Intelligence, Inc.
Why Unified Solution?
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©2013 Interactive Intelligence, Inc.
Agent Blending
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©2013 Interactive Intelligence, Inc.
Benefits & Lessons Learned
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©2013 Interactive Intelligence, Inc.
Future Strategy
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©2013 Interactive Intelligence, Inc.
Next Steps-Multi-Channel Solution
Know Your Customer!
Secret Shop!
Build a Business Case.
Test the Waters…
Source a Solution!
www.inin.com
INTERACTIVE INTELLIGENCEDELIBERATELY INNOVATIVE
HeadquartersCommunications Products, Inc.7301 E. 90th Street Suite 111Indianapolis, IN 46256
Communications Products, Inc. (CPI) has been successfully implementing advanced, mission-critical communication solutions for nearly three decades. CPI has engineered, implemented, and now supports the communications of over 120,000 business professionals in 23 states, including the United States Department of Defense and Lucas Oil Stadium (home of the 2012 Super Bowl). CPI has also installed and tested over 15.6 million feet of structured cabling. With a staff of seasoned experts, CPI has the experience to continuously improve the way you communicate.
(800) 999.0197www.CommProd.comblog.commprod.com@CPIcommprod
Thank YouChris DellenDirector of Marketing
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