the web connected contact center implementing click-to-talk & other web- based services steve...
TRANSCRIPT
The Web Connected Contact Center
Implementing Click-To-Talk & Other Web-Based Services
Steve Zola – President & COO
Presentation Objectives
• Understand Current Challenges
• Evaluate Alternatives
• Discuss Functionality, Productivity & Effectiveness
• Identify New Opportunities
• Technical Challenges
• Assess Implementation Considerations
Agenda
• Call Center History
• Contact Center Evolution
• Contact Center Results
• Important Characteristics
• Live Help & Web Enabled Voice
• Web Enabled Benefits
Call Center History
• Cost Center• Telephone Inquiries• Primarily 1-(800)
1-(800) Determined Destination• ACD/IVR Handled Routing• CTI Integration – Rules Based Routing• Productivity Tools• THE INTERNET
Contact Center Evolution
• 1-(800) Inquiries
• FAQ’s
• Instant Messaging
• Call-Back
• Voice Recognition Systems
• Self-Help
Contact Center
• Slow Migration from Cost Center to Revenue Center
• CRM Integration Slower than Expected & Less Productive than Anticipated
• Focus on Cost Reduction
• Unsatisfied and Unfulfilled Customers
Why?
• Inadequate ToolsAfter 4 Clicks, 95% of Users give up on
Self Service
• Ignored Customer Preferences
• Failed to Recognize Customers
• Used the Wrong Pair of Glasses
Customer Characteristics
• Importance
• Level of Assistance Required
• Sophistication
• Sales Cycle Position
• Long-Term / Short-Term
• Profit / Time
Business Characteristics
• Low Cost Provider
• High Value/Service Provider
• Distribution
• Impulse Purchase
• Complex Decision Process
• Ancillary Benefits
• Related Risk
Product Characteristics
• Cost
• Profitability / Transaction
• Availability
• Demand
• Complexity
• Competition
Contact Center Resources
• Customer ID
• User ID
• Email Address
• Cookies
• Account History
• Determine Customer Value / Appropriate Avenue
Live Help & Web Enabled Voice
Live Help
• Instant Messaging
• Call-BackLimitations
Availability
Required Skills
• Challenges
Web Enabled Voice
• Internet Connected
• Collaboration
• Additional Tools & Data
• Dynamic Routing / Handling
• Cost Effective or Costly
Customer Profile
Any / All
Voice
Call Back
Text Chat
Self Service
No Contact
Cost/Value
Any / All
Voice
Call Back
Text Chat
Self Service
No Contact
Escalation
Voice
Call Back
Text Chat
Self Service
Web Enabled Voice Technical Challenges
Voice over Internet
• AccessBandwidth
• PrerequisitesAudio Devices
• Unencumbered Reach– Security
• Quality is Critical
Web Enabled Voice Considerations
• Web Design
• Dependent on Customer Characteristics & Transaction Importance
• Intelligent Web Pages
• Dynamic Presentation
• Real-Time Voice
Web Enabled Voice Benefits
• Retain and Route Calls Based Upon Relevant Data
• Prioritize High Value / High Return Customers & Transactions
• Minimize “Low Value” Activity
• Increase Customer Satisfaction
• Contact Center - Revenue Center
Thank You for
Your Attention
Visit our Website at
www.CrystalVoice.com