multimedia & voip
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Multimedia & VoIP. Creating a Competitive Edge in the Contact Center. Multimedia & VoIP: Competitive Edge for the Contact Center. Offers operational / tactical value Extends boundaries for better staffing, lower attrition rates Improves the communications ability of individuals and groups. - PowerPoint PPT PresentationTRANSCRIPT
www.callcenter20.com
October 10-13, 2006• San Diego Convention Center, San Diego California
Multimedia & VoIPCreating a Competitive Edge
in the Contact Center
October 10-13, 2006• San Diego California
Multimedia & VoIP: Competitive Edge for the Contact Center
Offers operational / tactical value
Extends boundaries for better staffing, lower attrition rates
Improves the communications ability of individuals and groups
October 10-13, 2006• San Diego California
Multimedia in Contact Centers
Multimedia is now a business requirement in Contact Centers, offering operational &
tactical value.
October 10-13, 2006• San Diego California
Multimedia in Contact CentersWhat is “Contact Center Multimedia”?
Contact Center = multi-channel capable Customer Interaction CenterCall center = phone-only customer service
Multimedia = Multiple communication channels Phone Web Chat & Collaboration Web call back Email FaxMulti-channel Call Management Call Queuing Reporting
October 10-13, 2006• San Diego California
Multimedia in Contact Centers
Why is Multimedia now a business requirement in Contact Centers?
Customer Satisfaction New generation, new communication needs
Customer perception has changed regarding self-service – desired & required!
Speed of service
October 10-13, 2006• San Diego California
Multimedia in Contact Centers
Circuit Switched Legacy technologies are limited.
Expansion barriers
Remote workforce limitations
Multimedia not integrated
October 10-13, 2006• San Diego California
Multimedia in Contact Centers
IVR ▌ Web Chat ▌ Web Collaboration Web Call Back ▌ Email ▌ Fax
Integrating Self-Service with the human touch is a strategic differentiator
Benefits Widen self-service options Lower Costs Increase customer satisfaction
October 10-13, 2006• San Diego California
Multimedia in Contact Centers
Allows for increased customer retention, & speedier response to events.
October 10-13, 2006• San Diego California
Multimedia in Contact Centers
Increased customer knowledge, loyalty & retention.
“Enterprises that fail to establish strong relationships with their customers will erode their competitive positions by
15-20% annually” ¹
“Increased customer loyalty is the SINGLE MOST important driver of long-term financial performance” ²
“Simply cutting defections in half will more than double the average company’s growth rate” ²
¹ Gartner Group, Customer Experience Management is Critical
² Harvard Business Review
October 10-13, 2006• San Diego California
Multimedia in Contact Centers
How can Multimedia help you know & serve your customer better?
Understand the entire customer relationship, purchase history, trends, cycles, and preferences. Out-service the competition, using automation. Every agent can be a super-hero!
October 10-13, 2006• San Diego California
Multimedia in Contact CentersKnow your customers better:
Application integration provides pre-emptive customer information Screen pops provide
Customer Identity Past purchase history Purchase trending
Understand client preferences & personalize communications
Coordinate marketing & operations: treat customers appropriate to their status
Random acts of CRM” by customer-friendly personnel are not not the same as customer centricity!
October 10-13, 2006• San Diego California
Multimedia in Contact Centers
Increase revenue: Innovative automated marketing
Web-based– Get people to your website for self-service and benefit from
customer stickiness
– Proactive chat session offers on web-site
– Offers that entice customers to interact with you & provide more selling / service opportunities
Outbound dialer integrated with customer purchase databases– Customer answers or interacts to indicate interest, immediate
connection with agent, with customer information
– Market to specific targets based on customer purchase data & trending
October 10-13, 2006• San Diego California
Multimedia in Contact CentersSpeedier response to events & multi-channel
management & integration
More first-call resolutions Better matching of agent skills to client needs Increased response through multi-channel approach Increased response through self-service
– IVR
– Chat
– FAQ Multi-channel queuing
– Voice message flows like a call – agent gets screen pop• Outbound call placed automatically
– Web chat, emails, phone calls queued together Digital Recording / Real-time Monitoring & Reporting
October 10-13, 2006• San Diego California
Vegas.com case study
Challenges: Unreliable phone system: Losing 2,000 calls per day Overstaffing to handle volume: Needed to overstaff in order to
handle peak calling times Multi-channel agent/customer interaction
Phone Web
Agents needed more business intelligence: Knowledge of customers Ability to cross-sell / up-sell Where they were coming from, How often they responded to calls Cost per agent, per call
Largest city travel and tourism website in the worldLargest city travel and tourism website in the world
Nearly 2 million unique visitors per monthNearly 2 million unique visitors per month
October 10-13, 2006• San Diego California
Vegas.com case study
Solution Benefits: Increased revenue by 85%
Decreased headcount
Cost justified within a 2 months
Setting record service levels Reduced agent errors by 80% Reduced transfer and abandon rates Recorder application for quality assurance Faxing capabilities reduced general administrative staff needs
by 50%
October 10-13, 2006• San Diego California
IP Enablement in Contact Centers
IP-enablement helps to recruit & retain labor force, and allows smarter staffing.
October 10-13, 2006• San Diego California
IP Enablement in Contact Centers
Recruitment, Staffing & Retention concerns
Geographic agent rates have soared
Lack of qualified workforce
Demand outpacing supply in certain regions
Specific skills at a premium, insufficient supply
Agent Turnover a huge factor
October 10-13, 2006• San Diego California
IP Enablement in Contact Centers
How does it help?
Virtual workforce• Workforce anywhere; no geographic boundaries
No longer need to overstaff for peak times
Specific skills: get them anywhere you can find them
Cost containment by hiring from lower rate geographies
More agent flexibility & satisfaction
October 10-13, 2006• San Diego California
General Pool & Spa example
Multi-location wholesale distributor of pool suppliesMulti-location wholesale distributor of pool supplies
Challenges:
Inbound call volume overwhelming
Employees in one location overloaded, while idle in another
Lost calls & sales
October 10-13, 2006• San Diego California
General Pool & Spa exampleMulti-location wholesale distributor of pool Multi-location wholesale distributor of pool suppliessupplies
Solution Benefits:
Central call distribution, able to balance load
Able to expand to another location without additional head
count
Cost justified within 12 months
October 10-13, 2006• San Diego California
Multimedia & VoIP: Sharpen your competitive edge
Offers operational / tactical value
Extends boundaries for better staffing, lower attrition rates
Improves the communications ability of individuals and groups