The collaborative contact centre


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  • 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..
  • 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 <build> 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.<build>The net result is complexity. Complexity is the thing that….. <build>
  • 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

    1. 1. The Collaborative Contact Centre<br /> Tom Perry<br />Marketing Director EMEA<br />
    2. 2. Some themes for today’s session<br />Complexity Slows Business<br />
    3. 3. Is the device relevant?<br />3<br />
    4. 4. 4<br />Human latency slows things down<br />
    5. 5. Communications Enabled Business Process<br />5<br />CEBP<br />Removing human latency from the business process<br />
    6. 6. Death of the Voice Centric Contact Centre<br />50% less calls through Call Centres in 5 years time?<br />
    7. 7. More Collaborative communications means<br />7<br />Agility<br /><ul><li>Collaborativecommunities
    8. 8. IncreasedOpportunity</li></ul>Revenue<br /><ul><li>Simplicity
    9. 9. Productivity
    10. 10. Low TCO</li></ul>Costs<br />
    11. 11. The Challenge in the Phone Centric World<br />8<br /><ul><li>Longer Calls
    12. 12. Unhappy Customers
    13. 13. Non-productive time</li></ul>Complexity<br />Revenue<br /><ul><li>Skill retention
    14. 14. Downtime
    15. 15. Time to repair
    16. 16. Speed of change</li></ul>Costs<br />
    17. 17. Why should it be complex?<br />
    18. 18. The Contact Centre Market & Trends<br />
    19. 19. Market Analysis<br />
    20. 20. 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<br />Economic Downturn<br />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.<br />UC Integration<br />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<br />Agent Productivity<br />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 <br />Remote Workers<br />Contact Centre – Market Trends<br />Contact Centre – Market Trends<br />
    21. 21. 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.<br />Customer Retention and Generation<br />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.<br />Multimedia Contacts<br />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.<br />Cost Reduction<br />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<br />Back Office Integration<br />Contact Centre – Market Trends<br />Contact Centre – Market Trends<br />
    22. 22. Multimedia Contact Centre – Market Trends<br />Multimedia Contact Centre – Market Trends<br />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<br />Customer Expectations<br />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. <br />Generational Shift<br />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.<br />Customer Satisfaction<br />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<br />Video Communication<br />
    23. 23. UC in the Contact Centre <br />
    24. 24. Is this how you imagine home-based contact centre agents?<br />
    25. 25. Or this?<br />
    26. 26. It is/would be difficult to manage homeworking agents effectively<br />Contact centre’s experience of using homeworkers<br />Source: ContactBabel UK Contact Centre’s Decision-Makers’ Guide, 2009<br />
    27. 27. Voice<br />Unified Messaging<br />Business Processes<br />Office<br />Mobile<br />Hotel<br />Office Apps<br />Integration<br />Presence <br />and IM<br />Home<br />Contact Centre<br />Mobility<br />Video<br />Web Collaboration<br />Conferencing<br />Deliver the Same Unified Comms Functionality Anywhere !<br />
    28. 28. PSTN<br />PSTN<br />PSTN<br />PSTN<br />ShoreWare<br />Mobile Call<br />Manager<br />ShoreGear 90BRi<br />ShoreGear 220E1<br />Analog<br />Phone<br />Options:<br /><ul><li>Office Anywhere
    29. 29. SoftPhone</li></ul>ShoreWare<br />Call Manager<br />Applications<br /><ul><li>Voicemail
    30. 30. Auto Attendant</li></ul>ShorePhone<br />Enterprise<br />Contact Center<br />ShorePhone<br /><ul><li>ShoreTel VPN Phone</li></ul>Enterprise<br />Contact Center<br />ShorePhone<br />Converged Conferencing<br />ShoreGear 220T1<br />ShoreGear 90<br />ShoreGear 50<br />Third Party<br />PBX<br />ShoreWare<br />Call Manager<br />ShoreGear T1k<br />VPN Concentrator<br />Applications<br /><ul><li>Voicemail
    31. 31. Auto Attendant
    32. 32. System Administration</li></ul>Third Party<br />Voicemail<br />Third Party Phones<br />ShoreWare Director<br />IP WAN<br />Virtual Contact Center – Architecture is Everything!<br />
    33. 33. Manage the Experience<br />In any customer interaction, there are eight key stages where the opportunity exists to fundamentally impact the quality of the experience.<br />
    34. 34. Best Practice - All In One Solution<br />Base package comes with all functionality<br />No expensive upgrades to add web chat, email or outbound<br />Built in IVR engine for self service<br />Built in Outbound Dialer for preview / progressive campaigns<br />Single management interface<br />Single reporting engine<br />All features can run in a single server<br />Integration to ERP / CRM + Social Analytics<br />22<br />
    35. 35. ShoreTel’s End-to-End Solution<br />
    36. 36. Unified Desktop to Support FCR<br />“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.” <br />- Dr. Robert J. Geller, Medical Director, Georgia Poison Control<br /><ul><li>Single client for all users in the system
    37. 37. IM, Video, Chat, Call history, directory, video, conferencing, presence
    38. 38. All CC functionality accessible through the client
    39. 39. Simple yet powerful application for remote agents
    40. 40. Reduced training, friendly interface – don’t treat your agents separately</li></ul>24<br />
    41. 41. 25<br />Reporting – Sophisticated yet Simple<br />Extensive Statistical reporting <br />Built-in – Crystal Reports not required<br />Numerous statistics for reporting – agents, groups, DNIS, wrap codes, work codes, IVR usage, campaigns, abandon logs etc.<br />No database programming<br />Create your own formulas<br />Agent Manager<br />Updates every second, role based<br />Extensive real-time views<br />25<br />
    42. 42. Enterprise Contact Center – Cure for the Complex Call Center<br />26<br />
    43. 43. Social Analytics & CRM in the Contact Centre<br />
    44. 44. Social Analytics is the Key to Pulling Information into the CC<br />30% of enterprises will introduce a social media strategy to assist with corporate brand management and customer satisfaction perception<br />BUT WHY BOTHER?<br />New Sales opportunities<br />Customer Support – expected medium<br />Channels monitoring – internal & external<br />28<br />
    45. 45. Process Flowfor Social Media in Contact Centre<br />29<br />Customer<br />Social Media<br />Social Analytics Layer<br />CRM / ERP<br />Contact Centre Agent<br />
    46. 46. Best of Breed Social Analytics<br />CRM / ERP<br />
    47. 47. ShoreTel Open Integration<br />Open Integration<br />Enterprise applications seamlessly integrate into the system<br />Out-of-the-box implementation<br />User productivity & efficiency greatly enhanced<br />Open API for custom integrations<br />31<br />
    48. 48. The Key Advantages of the Social Layer + CC<br />32<br />
    49. 49. The Key Advantages of the Social Layer + CC<br />33<br />
    50. 50. A Case Study<br />
    51. 51. Consumer Credit Counselling Service - CCCS<br />35<br />Benefits<br /><ul><li>UC/contact centre:
    52. 52. Enables ‘warm transfer’ customer service via ‘presence & skills-based routing’
    53. 53. Slashes counsellor appointment process from 2 days to under 2 hours
    54. 54. Intuitive management reporting helps CCCS better manage resourcing
    55. 55. 40% of client enquiries being resolved on their first call’ vs. 5% beforehand</li></ul>Challenge<br />CCCS, the UK’s leading debt charity had outgrown its 10+ communication systems & needed consolidation<br />Solution<br />Shoretel’s UC & contact centre system supports new client contact process & faster resolution <br />“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.”<br />Gordon Bell<br />CEO<br />
    56. 56. Summary<br />
    57. 57. Social Media - Get on the same page<br />
    58. 58. Prepare your network & best of breed apps – keep it simple<br />
    59. 59. Always pilot<br />ShoreTel always offers you <br />demo & pilots<br />
    60. 60. 40<br />