Driving Agent Productivity in the Contact Center

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Experience the future today with the new Service Cloud Console and the next generation of telephony integration. Join us to see live production examples of partner and customer applications built using the Service Cloud. You'll learn how to present all of the critical customer information front and center for your agents, provide unique context for each activity, and minimize clicks.

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Driving Agent Productivity in the Contact Center

  1. 1. Driving Agent Productivity in theContact CenterMichael Ramsey,Sr. Director Service Cloud
  2. 2. Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10- Q for the most recent fiscal quarter ended July 31, 2012. This documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Michael RamseySr. Director Service Cloud
  4. 4. Hard to Be Productive with Outdated Tools Unproductive Agents Multiple applications and screens Not connected to back-office No single knowledge source No collaboration Agents must use multiple Service Agent Desktop 54% Avge. Handle sources to answer Time inquiries customerSource: Forrester Study
  5. 5. Drive Agent Productivity with the Service Cloud Universal Agent Collaborative Contextual Desktop Case Management KnowledgeSource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  6. 6. Service Cloud Console Pinned List Views Hot Keys CTI 4.0 Push Notification API Push Notifications Cross Domain JavaScript API Contextual Detail Components Save User Session Context Suggested Knowledge Open CTI Integration Toolkit JavaScript API Live Agent Navigation Tab Global Event Model Highlight Panel Application Components Interaction Log Contextual Workspace Components Bookmark-able URLs Custom Logos
  7. 7. Collaborative Case Management Case Feed (GA) Quick Text Custom Publishers Email Publisher Visual Force Email Publisher Community Publisher Portal Publisher Visual Force Portal Publisher Chat Transcript Feed Items Activity Publisher Visual Force Status Publisher Social Post Feed Items Case Status Publisher Visual Force Activity Publisher Email Drafts and ApprovalsEnhanced Suggested Knowledge Email Thread Merge Field Smart Email Templates Case Teams Reporting Updated Look and Feel New Declarative Setup Options
  8. 8. Universal Agent DesktopCloud CTIBack-office IntegrationContextual ComponentsPinned ListsPush NotificationsKeyboard Shortcuts Any Platform Any Modern Browser +36% increase in agent productivitySource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  9. 9. Universal Agent DesktopCloud CTIBack-office IntegrationContextual ComponentsPinned ListsPush NotificationsKeyboard Shortcuts +36% increase in agent productivitySource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  10. 10. Universal Agent DesktopCloud CTIBack-office IntegrationContextual ComponentsPinned ListsPush NotificationsKeyboard Shortcuts +36% increase in agent productivitySource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  11. 11. Universal Agent DesktopCloud CTIBack-office IntegrationContextual ComponentsPinned ListsPush NotificationsKeyboard Shortcuts +36% increase in agent productivitySource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  12. 12. Universal Agent DesktopCloud CTIBack-office IntegrationContextual ComponentsPinned ListsPush NotificationsKeyboard Shortcuts +36% increase in agent productivitySource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  13. 13. Universal Agent DesktopCloud CTIBack-office IntegrationContextual ComponentsPinned ListsPush NotificationsKeyboard Shortcuts +36% increase in agent productivitySource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  14. 14. Collaborative Case ManagementMulti-Channel PublishersUnified Case FeedAgent CollaborationSuggested KnowledgeQuick TextSmart Templates +36% increase in agent productivitySource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  15. 15. Collaborative Case ManagementMulti-Channel PublishersUnified Case FeedAgent CollaborationSuggested KnowledgeQuick TextSmart Templates +36% increase in agent productivitySource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  16. 16. Collaborative Case ManagementMulti-Channel PublishersUnified Case FeedAgent CollaborationSuggested KnowledgeQuick TextSmart Templates +36% increase in agent productivitySource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  17. 17. Collaborative Case ManagementMulti-Channel PublishersUnified Case FeedAgent CollaborationSuggested KnowledgeQuick TextSmart Templates +36% increase in agent productivitySource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  18. 18. Collaborative Case ManagementMulti-Channel PublishersUnified Case FeedAgent CollaborationSuggested KnowledgeQuick TextSmart Templates +36% increase in agent productivitySource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  19. 19. Collaborative Case ManagementMulti-Channel PublishersUnified Case FeedAgent CollaborationSuggested KnowledgeQuick TextSmart Templates +36% increase in agent productivitySource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  20. 20. Joe KippingSr. Manager, Service DeliverySolutions
  21. 21. Console ViewSource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  22. 22. Header InformationSource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  23. 23. Other Cases, Attachments & HistogramSource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  24. 24. Consolidated Audit & Notes HistorySource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  25. 25. Quick Edit PaneSource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  26. 26. Bobby BuntinManager, Deloitte Consulting LLP@BobbyBuntin
  27. 27. All about Deloitte Deloitte is the world’s largest private professional services organization with US$26.6 billion revenue in FY 2009/2010. Deloitte has approximately 170,000 people spread across 150 locations worldwide.  More than 80 Certified Service Cloud Consultants spread across US, EMEA and Asia (300 Salesforce certified practitioners globally)  Strong relationship with key technology partners in service cloud ecosystem such as ServiceMax, Boomi, Radian6, BigMachines, and InContact  Experienced practitioners with Global Contact Center expertise, strong Salseforce.com implementation track record, and knowledge of service industry best practices
  28. 28. Usability in the Enterprise Image source: Office 2007 Ribbon Saga http://facets.datamanagementsolutions.biz/2008/03/office-2007-ribbon-saga.html 29
  29. 29. Dimensions of CRM Usability
  30. 30. The Usability Wheel
  31. 31. Usability Wheel: Storyboarding Example
  32. 32. Usability Wheel: Wireframe Sample
  33. 33. Designing for the Console• Leverage mini-layouts to maximize what you can fit in the highlights panel• Make the most of built-in “hover” capabilities• Be cautious of “over-componentizing”
  34. 34. Designing for the Console • Use the footer for “quick access” such as: • Queue views • Announcements • Notepad • Help Button • (Demo available)
  35. 35. Usability: Key Points to Take Home Users now expect look and feel of consumer application Mobile is revolutionizing all industries Agile principles make design process effective Embed the user in the process It can never be too easy or too fast
  36. 36. Michael Ramsey Joe Kipping Bobby BuntinSr. Director Service Cloud, Sr. Manager Service Delivery Deloitte Consulting LLP @mj_ramsey @bobbybuntin
  37. 37. Visit theLive Call Center

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