Enterprise 2.0 for call centers


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Call centers spend over 60% of their budget on people and personnel-related costs. With enterprise 2.0, you can now boost your human capital, reduce costs, streamline operational efficiency and above all, provide quality customer service.

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Enterprise 2.0 for call centers

  1. 1. empower your contact center with ENTERPRISE 2.0jeroen.derynck@thinkingape.be - www.thinkingape.be
  2. 2. ew s e n in th nt lyre ce
  3. 3. CIO.com and http://goliath.ecnext.com/coms2/gi_0199-7057078/Online-social-networks-virtual-communities.html
  4. 4. A wiki is a collection of Web pages designed toenable anyone with access to contribute or modifycontent, using a simplified markup language.Wikis are often used to create collaborativewebsites and to power community websites. Thecollaborative encyclopedia Wikipedia is one of thebest-known wikis. Wikis are used in business toprovide intranet and knowledge managementsystems. Ward Cunningham, the developer of thefirst wiki software, WikiWikiWeb, originallydescribed it as "the simplest online database thatcould possibly work (www.wikipedia.org)
  5. 5. "Wiki" (/wiːkiː/) is a Hawaiian word for "fast"."Wiki" can be expanded as "What I Know Is," ... ww.wikipedia.org
  6. 6. Web 2.0 andWikinomics
  7. 7. Web 2.0 is a revolution in the computer industry... an evolution of the web as a platformTim O Reilly
  8. 8. The web as a platform
  9. 9. Global snapshot: Wave 3 Reach rk ite wo bs et we “Thinking about using the Internet, which of the n al g following have you ever done?” Active Internet Users ci in so ar e sh sit g s in og o ws ite ist ot og l eb bs ex ph ne g ed bl lo e /w we bs o a an fe lin a a t eb a + = as s ite n n to og on gs we t S g /w on dc to to g lip RS rin lo bl os og s po en en in c le eb a ip ot al an bl sh ar eo ofi m m cl ph a w on n sh vid pr m m s/ to ed o eo ow rs ot y og co co e a m ad vid pe ph eo a ib bl y e a a lo m vid oad d cr ag ad ch ad a oa e e wn bs t av av an Re sit ar at pl pl Re Do Su Le Le St W M Vi U U Reach over time “Thinking about using the Internet, which of the following have you ever done?” Active Internet Users 90% Read blogs/weblogs 80% Start my own blog/weblog Leave a comment on a news site 70% Watch video clips online 60% Download a podcast (pre-recorded radio/ 50% audio show) Create a profile on a social network 40% Subscribe to an RSS feed 30% 20% 10% 0% Wave 1 Sep 06 Wave 2 Jun 07 Wave 3 Mar 08 Power to the people - Social Media Tracker Wave 3 2413 - Wave 3 complete document AW 3.indd 12 14/4/08 16:25:53User Generated Content
  10. 10. Instant Messaging - Voice Over IP - Peer to Peer Webconferencing Media sharing Federated SearchWIKIS Portals RSS (micro)blogs SocialNetworking User Generated Contentcommunities Discussion forums Social BookmarkingMASH UP Link hierarchies collaborative taggingFrom push to pull
  11. 11. "A powerful global conversationhas begun. Through the Internet, people arediscovering and inventing new ways toshare relevant knowledge withblinding speed. As a direct result, markets aregetting smarter and getting smarter fasterthan most companies." (2001)
  12. 12. The new customer 2 billion # of daily searches> 2,7 million # of articles> 450 years time to view all content on >1 million posts per day> 346 million people globally blogs> 200 million users 14 million accounts (since 06)
  13. 13. The information age
  14. 14. The conversation starts here
  15. 15. Everybody is an author
  16. 16. Wisdom of the crowds
  17. 17. Sharing content
  18. 18. convergence
  19. 19. the new customer =the new EMPLOYEE
  20. 20. Always connected Generation Yfriends and peersDon t like authorityEasily boredWork/Life balanceExpressivedigitally creativeMulti-tasking
  21. 21. Employee Value proposition Mentoring Work/Lifebalance Fun environment Growth Effective communicationsclimate Green Social image Corporate responsibilityOpportunities creative salary Casual dressing LocationLearning TRUST EXPECTATIONS respectCollaboration
  22. 22. The emerging communications paradigm
  23. 23. Impact of WEB 2.0 on customer serviceGrowing need for web self-serviceNew & emergent (social) mediaCross-channel consistencyMultiple touch points
  24. 24. How 2.0 is yourcontact center?
  25. 25. CRM 2.0 CRM 2.0 is a philosophy & a business strategy, supportedby a technology platform, business rules, processes andsocial characteristics, designed to engage the customer in acollaborative conversation in order to provide mutuallybeneficial value in a trusted & transparent businessenvironment. It s the company s response to the customer sownership of the conversation. CRM 2.0 is built aroundbusiness models, strategies for interaction andengagement, where CRM 1.0 was around transactions andmanagement. http://crm20.pbwiki.com/
  26. 26. The virtual coffee corner
  27. 27. old habits
  28. 28. don t die in the digital age
  29. 29. Technology in the call centerCustomer-facing technologies:Computer Telephony integrationWork Force ManagementSkills based routingIVRCall recording & monitoringWeb Self-serviceScriptingCustomer Relationship Management
  30. 30. but when the going gets tough...
  31. 31. Typical customer complaintsWaiting timeQuality of serviceFirst call resolutionStaff attitudeStaff competencies/capabilitiesLack of personalized approach
  32. 32. challenges in the industry Consolidation Outsourcing From cost center to profit center (ROI) Convergence of front and back office Image problem (internal and external) Shortage of skilled workers High people turn over* Changing workplace demographics Customer Retention *(between 25% and 50% - 10 to 20% in first year)
  33. 33. It is not the strongest species thatsurvive, nor the most intelligent, butthe ones most responsive tochange. (Charles Darwin, nineteenth century naturalist)
  34. 34. Strategic priorities 2009 :Technology investments that increase customer Cost reductionretention and protect revenue or help reduceoperational costs will move to the forefront Customer retention(AMR customer management Market Outlook 2009) Improve business intelligence Acquire new customers (CRM in the contact Center, Datamonitor September 2008) In 2009, the spotlight will remain on customer experience. Our analysis shows that good customer experience is highly correlated to customer loyalty, but customer-facing touchpoints at many organizations are clearly broken. (Forrester Research, Trends 2009: Customer Relationship 2009) Globalization, rapid market change, a changing workforce, and regulations have turned the desire for more agile and usable applications into the business imperative (Forrester Research, Trends 2009: Customer Relationship 2009)
  35. 35. Empower yourcall center withEnterprise 2.0
  36. 36. More than 60% of your total callcenter budget isspent on people
  37. 37. How can youYour human capital?
  38. 38. could this be your ? Reduce costs Improve business intelligence Retain customers
  39. 39. Enterprise 2.0 is the use of emergent social software platforms within companies, or between companies andAndrew McAfee their partners or customers
  40. 40. The Social Web- From push to pull (RSS)- Authoring- From email to IM- Co-creation- Media Sharing- Tagging/Social bookmarking- Social Networking
  41. 41. - Micro-blogging- Widgets- Mash UP- Aggregation- ratings- Recommendation & linking
  42. 42. WEB 1.0 WEB 2.0 read read/write companies communities HTML XML homepage blogs taxonomy folksonomyown information share information portals Really Simple Syndicationdomain names search engine optimization publishing participation CMS wikis B2C peer to peer
  43. 43. Why now?Economic climateConsumerization of softwareMaturing vendor & technology landscapeDawn of the Information Workplace
  44. 44. E 2.0Building presenceblocks sharing relationships identity conversations reputation groups
  45. 45. find expert knowledge with rich user profiles
  46. 46. New communication channelsBlogsMicro-blogsIMForums
  47. 47. Sharing information & knowledge Wikis Social bookmarking Multimedia (pod/vodcast)
  48. 48. Who knows whoSocial networkShared interestsNetwork effect
  49. 49. Building communities across departmental silosCommunitiesBuilt organically
  50. 50. From silos to communities Human resources Information Technology Internal communications Strategy R&D Transversal Sales & Marketing Customer Service Manufacturing
  51. 51. What are you doing?SignalsPublicationsActivitiesContributions
  52. 52. New metrics
  53. 53. E2.0 facilitates interaction & conversation Documentation (products & services) Projects Team zone (communities) Campaigns Crisis management FAQs eLearning (social learning) Internal news & HR updates Knowledge bases
  54. 54. E2.0 has to be embedded into your core processes Economies of scale People first, data later Context of the process Social productivity
  55. 55. Enterprise 2.0 = enablerKnowledge management ➜ knowledge drain & employee turnover(Interdepartmental) collaboration ➜ convergence of front & back officeEmployee engagement ➜ Customer experienceEmployee-centric company culture ➜ ROI of your human capitalTechnology leverage ➜ IT-enabled innovationVirtual organization ➜ Growing outsourcing & virtualization in the industryCost reductions ➜ Information search & trainingRisk mitigation ➜ Quality of information (Data redundancy)
  56. 56. Social software suitesinclude:User profiles and resumePeoples networkPeoples directoryGroup directoryGroupsConversationParticipate everywhereGroups AnimationFlow managementFind content and peopleFacts and figures
  57. 57. Benefits RisksReduce cost of email traffic & data redundancyProvide alternatives for on-site meetings (travel costs)Decrease training & internal recruitment costsImproving communication and collaborationEnable virtual enterprise & distributed teamsIncrease speed of informationReduce time searching for informationQuickly locate expert (knowledge)Integrate partner/supplier networksManage knowledge drainImprove quality of informationPrepare for changing demographics in the organization
  58. 58. Success stories
  59. 59. Enterprise 1.0 attitudes don t work well with 2.0 Blissful ignorance versus compliance Management & corporate culture Focus on direct pay-back (ROI) Technology-centered approach Flavor of the month Lack of incentives
  60. 60. Training & educationWeb/Enterprise 2.0 strategy Professional servicesChange & HR Management Managed insourcingSocial Media consultancy Software solutionsSpeaker assignments Performance Managementwww.thinkingape.be Workforce Managementjeroen.derynck@thinkingape.be Monitoring eLearingtel: +32 476 96 17 49 www.teletrain.be