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Video in the Contact Center           A new point of interaction                                                          ...
Agenda• Why is video important to the contact center?• What are some examples of solutions?• What do I need to think about...
OVERVIEWAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |1...
Why Video?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis ...
“      Customers are on the empowerment side: They have lots of       choices, it has become easier to switch, they have a...
Uptick in Video Demand                   + the Consumerization of IT         Need for Mobility and Flexibility            ...
What’s the common theme…?           Healthcare, Government, Financial Services                            Experts are else...
Solution?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |...
High Touch Video + Skills-based Routing     Not JUST hardware                                    Not JUST routing Avtex Cu...
“So? Systems like this exist…”                                                         Yes. But.Avtex Customer Conference ...
TCO is HIGH                                           Hardware Driven                                                  Poi...
Recommended Approach“Simply simple”• Simplify the Architecture• Simplify the User’s Experience• Simplify the Expert’s Expe...
A COLLECTION of technologies – not a silver bullet                   “      The collection of communication               ...
SimpleBrand relevantFlexible                                                    LAN/WAN                                   ...
DemonstrationAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapol...
More ExamplesAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapol...
Healthcare InsuranceAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Mi...
Financial ServicesAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minn...
Healthcare ProviderAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Min...
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
NOW… HOW?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |...
Design and Assess                            1. Think like a designer, not an engineer                            2. Begin...
Perfect Your PlanAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minne...
Measure and Report                            1. If it’s not measurable, it’s not                               manageable...
A Couple Of Other Items                       TRAIN yourselves and your employees                                Train the...
Questions?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis ...
Thank you!Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis ...
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
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Video in the Contact Center: A new point of intereaction

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Using a combination of demonstration and example sites you will understand how video can be used in providing a new channel for customer support in your organization. Avtex’s Video Kiosk is being used by organizations large and small as a way to differentiate themselves from their competition and provide excellent customer experience across a variety of industries and usage. Forrester says this “emerging touchpoint offers many benefits including supporting sales, reducing abandonment, and driving satisfaction.”

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Video in the Contact Center: A new point of intereaction

  1. 1. Video in the Contact Center A new point of interaction Tim Bakke Director, Strategy and InnovationAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  2. 2. Agenda• Why is video important to the contact center?• What are some examples of solutions?• What do I need to think about to prepare?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  3. 3. OVERVIEWAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  4. 4. Why Video?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  5. 5. “ Customers are on the empowerment side: They have lots of choices, it has become easier to switch, they have a powerful voice, and they demand more. Companies are on the engagement side; the smart ones realize that new interaction “ channels open up new opportunities to deliver value in the context in which customers use their products or services. Interactive technologies are in the middle, opening the floodgates. - Forrester: Empower Customers By Transforming Business ProcessesAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  6. 6. Uptick in Video Demand + the Consumerization of IT Need for Mobility and Flexibility TCO… of expertsAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  7. 7. What’s the common theme…? Healthcare, Government, Financial Services Experts are elsewhere when business needs to get doneAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  8. 8. Solution?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  9. 9. High Touch Video + Skills-based Routing Not JUST hardware Not JUST routing Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  10. 10. “So? Systems like this exist…” Yes. But.Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  11. 11. TCO is HIGH Hardware Driven Point-to-PointAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  12. 12. Recommended Approach“Simply simple”• Simplify the Architecture• Simplify the User’s Experience• Simplify the Expert’s ExperienceAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  13. 13. A COLLECTION of technologies – not a silver bullet “ The collection of communication technologies, applications and processes to enhance communication and business “ between you, your customers, partners and employeesTHE GOAL OF UNIFIED COMMUNICATIONS IS TO REDUCE THE HUMAN LATENCY IN BUSINESS PROCESSES Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
  14. 14. SimpleBrand relevantFlexible LAN/WAN Routing Kiosk Front End Application CRM Agent Desktop Billing and Simple Reporting User Friendly Low Impact WFM RecordingAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  15. 15. DemonstrationAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  16. 16. More ExamplesAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  17. 17. Healthcare InsuranceAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  18. 18. Financial ServicesAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  19. 19. Healthcare ProviderAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  20. 20. Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  21. 21. NOW… HOW?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  22. 22. Design and Assess 1. Think like a designer, not an engineer 2. Begin with the end in mind 3. Map silos of information and connect them 4. Look for things to measure and build processes to support themAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  23. 23. Perfect Your PlanAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  24. 24. Measure and Report 1. If it’s not measurable, it’s not manageable 2. Business Intelligence and reports from a “single source of truth” 3. Activity: AHT, Queue Length, Schedule Adherence 4. Outcome: FCR, Customer Satisfaction, Surveys 5. Customer surveys integrated into back office data systemsAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  25. 25. A Couple Of Other Items TRAIN yourselves and your employees Train the trainer/power user, CBT or classroom End-user training Administration and Application for support teams Pick the RIGHT partner for your needs Do they ask the right questions? Are the active in and shaping the market? Multi-vendor experience?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  26. 26. Questions?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  27. 27. Thank you!Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
  28. 28. Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

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