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Gain Control - Maria Grant direct
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Gain Control - Maria Grant direct






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  • Theme setting … what am I talking about?4 slidesCloud Services – features, advantages, benefits Cloud Service – Hosted Services in our Network.A cloud service / hosted service has a few distinct characteristics:It is sold on demand, typically by the minute or the hourIt is elastic,a user can have as much or as little of a service as they want at any given timeThe service is fully managed by the provider - the consumer needs nothing but a personal computer and Internet accessCloud without the content is just a commodity - the solution meets the need for connectivity, data centre, applications. CONNECTION, DATA CENTRE, HOSTED SERVICES = Could ServicesIn the software-as-a-service cloud model, the vendor supplies the hardware infrastructure, the software product and interacts with the user through a front-end portal. SaaS is a very broad market. Services can be anything from a data centre, Hosted PBX or Contact Centre. Because the service provider hosts both the application and the data, the end user is free to use the service from anywhere.You want the services to follow the end user to enable them to do the work required where they can be most productive and bring savings to the employer as well as the ability to monitor customer satisfaction through portal interfaces, reporting e.g. agent productivity in HCC. Why use cloud services instead of CPE? - No need for expensive handsets – use simple - Put the intelligence into the cloud and share the services otherwise the only one making money are the CPE providers. - Brings cost down on maintenance etc. separate business calls from mobiles. - Hotdesking
  • -1/2.Be prepared!NationalWorking From Home Day - 8th February was Sweden’s first National Working From Home Day and was also adapted by O2 in the UK.O2’s pilot aimed to push the boundaries of what is possible through flexible working and to underpin O2’s contingency plans to manage expected travel disruption and delays during the summer’s Olympics games. The purpose was to highlight the significant increase in enhanced productivity, reduced travelling time and improved quality of life. Encouraging staff to work from more convenient locations such as from home or whilst on the move, even providing access to satellite offices, hot desks or other facilities more strategically located could reduce travelling distance and time further.Moving office, Environmental concerns – energy savings, carbon foot print, the more the energy the CPE consumes… The Friday 18th May is the National Work from Home Day included in Work Wise UK – Work Wise Week 20123. De senaste två åren har antalet företag med anställda som arbetar på distans ökat, enligt siffror från SCB, från knappt 40 till strax över 50 procent. Enligt en mätning 2009 så var det fyra till fem procent av arbetskraften som jobbade på distans åtminstone en dag i veckan.Företagen tjänar på att låta sina medarbetare jobba där de får mest gjort. 7/10 desk based workers thinks they would be more effective working from homeDÄRFÖR BLIR VI MER EFFEKTIVA NÄR JOBBAR PÅ DISTANS • 59 procent: Blir mindre stressade och distraherade av kollegor • 18 procent: Kan anpassa arbetet till andra åtaganden Källa: Yougov och Microsoft Many employers view home working as an excuse to do less work but it is actually a far more productive and efficient approach for many employees. HOWEVER… -"Trots att förutsättningarna finns är det fortfarande relativt få som väljer att jobba hemifrån regelbundet. Det finns många fördelar med en mer flexibel syn på arbete, för företagen ökar produktiviteten och för de enskilda medarbetarna minskar sannolikt livsstressen. Att det dessutom minskar belastningen på trafiken och miljön är ett annat plus som kommer alla till godo, konstaterar Per Adolfsson, vd på Microsoft Sverige. Cloud services provides an extension of the work office but with the convenience of working from home. BENEFITS1. Disaster Recovery2. Cost Savings - workplace running costs, getting the IT right –the right tools and the furniture, pay as you go, job share, better case for funding, Hosted Contact Centre Can sit on top of very basic phone systemsEmployee incentive – attractive and reduces staff churn3. Out of hours – providing extended customer service support– leading on to the next slide…
  • Discussion Question – How can you address the issue in the graph…?There are many different variations to accommodate the particular requirements of the employee and employer, such as 'shift working', 'staggered hours' and 'term-time working‘ - all easily applied with a cloud / hosted based service.Technical ability… - add AFTERTelias och Ciscos undersökning visar, inte helt oväntat, att det finns anledning för företag att se över de tekniska lösningar de erbjuder för distansarbete. Av de som svarat på undersökningen är det bara 33 procent som anser att deras arbetsgivare ligger i teknikens framkant. –Det har skett och sker en attitydförskjutning i synen på arbete och hur, var och när det ska utföras. För företag som både vill vara en attraktiv arbetsgivare och skapa ett effektivt arbetssätt blir det viktigt att ta till sig de nya behoven bland medarbetarna, säger Sverker Hannervall, chef för företagstjänster på Telia Sonera.Även om viljan finns hos arbetsgivare och anställda är det långt ifrån en självklarhet att arbeta på distans. En del hinder är tekniska – många arbetar direkt mot datasystem som innehåller känsliga data som man behöver it-avdelningens välsignelse för att komma åt – andra handlar mer om inställningen till distansarbete. TalkTalk Customer Service Issue-Conflict of offering extended SLA cost effectively, particularly if staff is in the same time zone. Focus on the waist of money early morning and late night(Det kräver mycket av cheferna också. Kunskapsöverföringen blir lidande och man måste kommunicera mycket mer via mejl om man ska vara säker på att alla fått samma info.)
  • Summary and action... ! Tell them where the stand is and who they should talk to. With the right technology and solutions you can deploy your workforce when and where it suits you best!Hosted Contact Centre - The one USPValue Real-time and monitoring and flexible control of agents across multiple sites and remote workers of traffic and agentsCall management incl. skills-based routing Technical Consultancy - SupportVisit our Hosted Contact Centre stand outside-Speak to one of our Inbound SpecialistsDemo-Total Cost of Ownership model-Information

Gain Control - Maria Grant direct Gain Control - Maria Grant direct Presentation Transcript

  • Maria Grant Inbound Product Manager TalkTalk BusinessGain control with Cloud Services What is a Cloud Service?
  • Gain control with Cloud Services• Your Working Environment – Be prepared! – Working From Home Day – 2009 5%, 2012 40-50%, 2015 80%• Benefits of a Flexible Working Environment – Disaster Recovery – Cost Savings – Extended Out of Hours Support
  • Gain control with Cloud Services Reduced customer satisfaction Lost business Over Over Over Call Volume staffing staffing staffingBefore Virtual Team Call Volume After Source: Ageris Kontaktcenter AB · +46 8 738 40 00 · info@ageris.se
  • Gain control with Cloud Services• With the right technology and solutions you can deploy your workforce when and where it suits you best• Hosted Contact Centre• Discussion – What are your concerns? – Try before you buy
  • Thank you!Maria GrantProduct ManagerT 01925 55 6379 | E mgrant@talktalkbusiness.co.uk | M 07726 901 709