The collaborative contact centre
 

The collaborative contact centre

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  • SLOWS BUSINESS DOWN.
  • Forgive me for this indulgence. When I asked my marketing department to come up with a slide to depict a business slowing down. They came up with two to give me a choice… Love both of them so I left them in.Complexity IS the hand-break on a business. If it is more complex it will take you longer… cost you more… limit you horizons..
  • SLOWS BUSINESS DOWN.
  • So how does UC fit here?Unifying your approach to business communications can mean simple things like more calls.One of my customers in the legal industry records an additional 200 calls week. You appreciate calls convert to revenue very quickly in the legal industry. He achieves this because calls get answered by the right person quicker.A more responsive organisation has happier customers. I mean look at ShoreTel’s customer sat scores . Happier customers means better PR, more reference ability, more business. A connected business, is an efficient business. The fact I can turn any telephone into my office phone means geography is no hand-break on efficiency.Lets look at the costs. A simple solution takes less time to manage and therefore less headcount. I don’t have to travel so much as I can connect so easy. Maintaining a low TCO means that my UC solution will work for me through a LONG life time. Optimized communications, means agile business.
  • Well from that previous slide it’s a position of opposites.If it takes you longer to talk to your customers… i.e. finding the right number, operating the right device, not getting to your voice mails quick enough. Generating unhappy customers…. Just spending time fixing and fidgeting to get things to work for you, creates a significant increase in non productive time.In smaller business this can be amplified. You invest in skills training of your staff and they up and go to pastures new. A system is down longer because it is complex to repair. Your ability to react to change is hampered.I once asked a prospective customer of ours. How long it takes them to add a user to their system. They said 4 days!... It was a managed service. They had to raise a PO and get it approved and then the supplier had to process it…. Three clicks of a mouse in ShoreTel.The net result is complexity. Complexity is the thing that…..
  • Why should it have to be complex, whether you are a small business or a large business. The benefits of Brilliantly Simple UC can produce results that directly impact the bottom line.
  • ShoreTel’s Provisioning Simplicity

The collaborative contact centre The collaborative contact centre Presentation Transcript

  • The Collaborative Contact Centre
    Tom Perry
    Marketing Director EMEA
  • Some themes for today’s session
    Complexity Slows Business
  • Is the device relevant?
    3
    View slide
  • 4
    Human latency slows things down
    View slide
  • Communications Enabled Business Process
    5
    CEBP
    Removing human latency from the business process
  • Death of the Voice Centric Contact Centre
    50% less calls through Call Centres in 5 years time?
  • More Collaborative communications means
    7
    Agility
    • Collaborativecommunities
    • IncreasedOpportunity
    Revenue
    • Simplicity
    • Productivity
    • Low TCO
    Costs
  • The Challenge in the Phone Centric World
    8
    • Longer Calls
    • Unhappy Customers
    • Non-productive time
    Complexity
    Revenue
    • Skill retention
    • Downtime
    • Time to repair
    • Speed of change
    Costs
  • Why should it be complex?
  • The Contact Centre Market & Trends
  • Market Analysis
  • As the economy started to show signs of a recover in 2010, reducing costs and maximizing employee productivity and efficiency while gaining a competitive edge continue be to high on many organisations agenda
    Economic Downturn
    To ensure that customers are dealt with in the most efficient manner, contact centre vendors are incorporating UC technologies such as instant messaging within their contact centre solutions. This gives agents access to skilled workers within the organisation that are not part of the formal contact centre to ensure first contact resolution.
    UC Integration
    With organisations looking to improve productivity of their agents in the difficult/challenging economic climate, workforce management (WFM) applications are allowing companies to maximise the efficiency of agents within their contact centres
    Agent Productivity
    Contact centre organisations are increasingly demanding the ability to be able to have employees work from home and remote location which can lead to cost saving for the organisation and better work-life balance for employees
    Remote Workers
    Contact Centre – Market Trends
    Contact Centre – Market Trends
  • In a worsening economic environment with less new customers available, organisations are looking to retain existing customers to develop future business where a high level of customer services is essential. In addition, organisations are looking to attract new customers where a high level of customer service can differentiate from the competition. Contact centres provide a key tool to achieve both of these goals.
    Customer Retention and Generation
    As e-commerce continues to grow, contact centres are having to deal with various different communication mediums such as e-mail and web-chat. The recent increase in Web 2.0 applications/sites such as Facebook and Twitter is creating demand for new mediums of communication within the contact centre.
    Multimedia Contacts
    As organisations try to remove costs from their contact centre, they are looking to self-service applications such as IVR/Voice Portals to reduce the need for live agents and further automate processes for the customer. Organisations have to carefully analyse which contacts can be effectively handled by an automated solution to ensure high levels of customer satisfaction are maintained.
    Cost Reduction
    Organisations have started to use contact centre technology within back office environments to effectively deal with media not traditionally handled by the contact centre such as white mail
    Back Office Integration
    Contact Centre – Market Trends
    Contact Centre – Market Trends
  • Multimedia Contact Centre – Market Trends
    Multimedia Contact Centre – Market Trends
    Customer expectations have changed – email is now a standard form of contact and as broadband becomes increasingly adopted this will drive the requirements for web interaction
    Customer Expectations
    Different generations are used to communicating via different channels. For example, one generation may regard voice as the chief means of communicating with a contact centre, whereas others may consider social media (e.g. Twitter and Facebook) as the chief means of communicating.
    Generational Shift
    The contact centre is a critical communication point between the customer and the organisation. Through utilising multimedia capabilities effectively, organisations are able to sustain/increase customer satisfaction/retention.
    Customer Satisfaction
    The advent of 3 and 4G technologies (mobile handsets) is expected to initiate/drive this type of communication between customers and centres/agents throughout the projection period
    Video Communication
  • UC in the Contact Centre
  • Is this how you imagine home-based contact centre agents?
  • Or this?
  • It is/would be difficult to manage homeworking agents effectively
    Contact centre’s experience of using homeworkers
    Source: ContactBabel UK Contact Centre’s Decision-Makers’ Guide, 2009
  • Voice
    Unified Messaging
    Business Processes
    Office
    Mobile
    Hotel
    Office Apps
    Integration
    Presence
    and IM
    Home
    Contact Centre
    Mobility
    Video
    Web Collaboration
    Conferencing
    Deliver the Same Unified Comms Functionality Anywhere !
  • PSTN
    PSTN
    PSTN
    PSTN
    ShoreWare
    Mobile Call
    Manager
    ShoreGear 90BRi
    ShoreGear 220E1
    Analog
    Phone
    Options:
    • Office Anywhere
    • SoftPhone
    ShoreWare
    Call Manager
    Applications
    • Voicemail
    • Auto Attendant
    ShorePhone
    Enterprise
    Contact Center
    ShorePhone
    • ShoreTel VPN Phone
    Enterprise
    Contact Center
    ShorePhone
    Converged Conferencing
    ShoreGear 220T1
    ShoreGear 90
    ShoreGear 50
    Third Party
    PBX
    ShoreWare
    Call Manager
    ShoreGear T1k
    VPN Concentrator
    Applications
    • Voicemail
    • Auto Attendant
    • System Administration
    Third Party
    Voicemail
    Third Party Phones
    ShoreWare Director
    IP WAN
    Virtual Contact Center – Architecture is Everything!
  • Manage the Experience
    In any customer interaction, there are eight key stages where the opportunity exists to fundamentally impact the quality of the experience.
  • Best Practice - All In One Solution
    Base package comes with all functionality
    No expensive upgrades to add web chat, email or outbound
    Built in IVR engine for self service
    Built in Outbound Dialer for preview / progressive campaigns
    Single management interface
    Single reporting engine
    All features can run in a single server
    Integration to ERP / CRM + Social Analytics
    22
  • ShoreTel’s End-to-End Solution
  • Unified Desktop to Support FCR
    “A unique advantage of the ShoreTel Contact Center solution is in its ability to integrate remote agents on the fly to help meet a surge in traffic. During public health panics like the recent peanut butter recall, our traffic more than tripled. ShoreTel lets us handle these kinds of spikes more easily since our poison specialists can login to the poison center and answer calls from home using their regular phone lines and respond quickly to concerned residents.” 
    - Dr. Robert J. Geller, Medical Director, Georgia Poison Control
    • Single client for all users in the system
    • IM, Video, Chat, Call history, directory, video, conferencing, presence
    • All CC functionality accessible through the client
    • Simple yet powerful application for remote agents
    • Reduced training, friendly interface – don’t treat your agents separately
    24
  • 25
    Reporting – Sophisticated yet Simple
    Extensive Statistical reporting
    Built-in – Crystal Reports not required
    Numerous statistics for reporting – agents, groups, DNIS, wrap codes, work codes, IVR usage, campaigns, abandon logs etc.
    No database programming
    Create your own formulas
    Agent Manager
    Updates every second, role based
    Extensive real-time views
    25
  • Enterprise Contact Center – Cure for the Complex Call Center
    26
  • Social Analytics & CRM in the Contact Centre
  • Social Analytics is the Key to Pulling Information into the CC
    30% of enterprises will introduce a social media strategy to assist with corporate brand management and customer satisfaction perception
    BUT WHY BOTHER?
    New Sales opportunities
    Customer Support – expected medium
    Channels monitoring – internal & external
    28
  • Process Flowfor Social Media in Contact Centre
    29
    Customer
    Social Media
    Social Analytics Layer
    CRM / ERP
    Contact Centre Agent
  • Best of Breed Social Analytics
    CRM / ERP
  • ShoreTel Open Integration
    Open Integration
    Enterprise applications seamlessly integrate into the system
    Out-of-the-box implementation
    User productivity & efficiency greatly enhanced
    Open API for custom integrations
    31
  • The Key Advantages of the Social Layer + CC
    32
  • The Key Advantages of the Social Layer + CC
    33
  • A Case Study
  • Consumer Credit Counselling Service - CCCS
    35
    Benefits
    • UC/contact centre:
    • Enables ‘warm transfer’ customer service via ‘presence & skills-based routing’
    • Slashes counsellor appointment process from 2 days to under 2 hours
    • Intuitive management reporting helps CCCS better manage resourcing
    • 40% of client enquiries being resolved on their first call’ vs. 5% beforehand
    Challenge
    CCCS, the UK’s leading debt charity had outgrown its 10+ communication systems & needed consolidation
    Solution
    Shoretel’s UC & contact centre system supports new client contact process & faster resolution
    “We are seeing how UC & contact centre technologies are really making a difference in giving faster, more effective advice to our 500,000+ callers each year - in what is a stressful situation.”
    Gordon Bell
    CEO
  • Summary
  • Social Media - Get on the same page
  • Prepare your network & best of breed apps – keep it simple
  • Always pilot
    ShoreTel always offers you
    demo & pilots
  • 40