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Contact Center Evolution Summit

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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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Contact Center Evolution Summit

  1. 1. <ul><li>Gianluca Ferranti </li></ul><ul><li>Direttore Marketing </li></ul><ul><li>335-6500035 </li></ul><ul><li>[email_address] </li></ul>Contact Center Evolution Summit
  2. 2. Perché siamo qui oggi? <ul><li>Il Partner Ideale per …… </li></ul><ul><li>Quali i modelli del futuro del Customer Service </li></ul><ul><li>Come lo facciamo? </li></ul><ul><li>Seguendo un processo di brainstorming, in panel e condividendo prima alcune tendenze che riguardano il futuro </li></ul><ul><li>Prima una breve introduzione </li></ul>
  3. 3. Quali trend da qui al …. futuro <ul><li>Predire cambiamenti a breve termine o shocks è spesso un’impresa inutile. Ma predire un cambiamento direzionale a lungo termine è possibile identificando i trends attraverso un’analisi storica profonda. </li></ul><ul><li>Persino internet ha impiegato più di 30 anni per diventare un fenomeno improvviso . </li></ul><ul><li>Le aziende che seguono i trend hanno successo, quelle che nuotano contro di solito lottano. Identificare questi trend e sviluppare strategie per navigarle è essenziale per un successo aziendale. </li></ul>
  4. 4. Il modo migliore di prevedere il futuro è inventarlo Alan Key
  5. 5. La creatività distruttrice <ul><li>SCHUMPETER </li></ul><ul><li>L e rivoluzioni industriali subentrano l ’ una all ’ altra, con un mutamento delle modalit à produttive ed una accelerazione dei tempi di cambiamento esponenziali. Una quinta onda ha quasi raggiunto il livello di maturazione per portare a compimento la rivoluzione basata su semiconduttori, fibre ottiche, genetica e software </li></ul>Forza idrica industria tessile ferro Vapore ferrovie acciaio Elettricità chimica motori a combustione interna Petrolchimica elettronica aviazione Reti digitali sw nuovi media 1785 184555 1900 1950 1990 2020 60 anni 55 anni 50 anni 40 anni 30 anni Prima onda Seconda onda Terza onda Quarta onda Quinta onda Source: The Economist Feb 1999
  6. 6. Legge della disruption L’introduzione di nuove tecnologie non avviene secondo un processo lineare e continuo, ma attraverso una rottura. I cambiamenti politici, sociali ed economici sono incrementali, mentre i cambiamenti tecnologici sono esponenziali. Cambiamenti tecnologici Cambiamenti sociali Cambiamenti del business Cambiamenti politici Tempo Cambiamento
  7. 7. L’accellerazione in dati <ul><li>Nuovi prodotti (cibi, bevande, per la casa, salute e bellezza) lanciati sul mercato: </li></ul><ul><ul><li>1991 = 15.400 </li></ul></ul><ul><ul><li>2001 = 32.025 </li></ul></ul><ul><li>Settori produttivi classificati dal governo USA: </li></ul><ul><ul><li>Cancellati 50 settori, ridefiniti 200 settori tra il 1972 e il 1987 </li></ul></ul><ul><ul><li>Cancellati 500 settori, ridefiniti 1000 settori tra il 1987 e il 1997 </li></ul></ul><ul><li>Aziende fallite negli USA: </li></ul><ul><ul><li>Dal 1950 al 1978 abbastanza stabile 10.000 all’anno </li></ul></ul><ul><ul><li>Dal 1986 60.000 aziende all’anno </li></ul></ul><ul><ul><li>Dal 1998 oltre 73.000 aziende all’anno </li></ul></ul>
  8. 8. Contact Center Evolution Summit <ul><li>..e quindi, cosa ci aspetta per il futuro? </li></ul>
  9. 9. Le 10 idee che stanno cambiando il mondo <ul><li>Common Wealth – national interests aren’t what they use to be. Our survival requires global solutions. The defining challenge of the 21st century will be to face the reality thet humanty shares a common fate on crowded planet </li></ul><ul><li>The End of Customer Service – with self-service technology, you’ll never have to see a clerk again </li></ul><ul><li>The Post-Movie-Star Era – ready for more films in wich the leading man is not “he” but “who”? </li></ul><ul><li>Reverse Radicalism – Want to stop terrorism? Start talking to terrorists who stop themeselves </li></ul><ul><li>……… </li></ul>TIME 24 march 2008 http://www.time.com/time/specials/2007/0,28757,1720049,00.html
  10. 10. Raggiungendo la maturità? <ul><li>Il termini di postazioni, gli Outsourcer hanno un peso crescente nel mercato attestandosi su una percentuale del 40-45% </li></ul>83.600 Fonte: Elab da IDC Cmmc CMF 122.500
  11. 11. 1 milione al servizio di clienti <ul><li>Il numero degli addetti che operano nei contact center in Italia ha raggiunto le 300mila unità, </li></ul><ul><li>Considerando - le evoluzioni dei servizi pre e post vendita. - l’uso di tecnologie IP e wireless </li></ul><ul><li>Il numero di addetti che si relazionano on-line con i Clienti e i Cittadini si stima in Italia pari a 1,3 milioni. </li></ul>
  12. 12. Contact Center Business
  13. 13. Dinamiche del Mercato <ul><li>Ci sono due fattori che influenzano gli sviluppi del mercato: </li></ul><ul><ul><li>Efficienza Operativa </li></ul></ul><ul><ul><li>Efficacia del Contatto </li></ul></ul><ul><li>La frontiera tecnologica e di business si poggia oggi su: </li></ul><ul><ul><li>IP telephony, multicanalità integrata, virtualizzazione, managed ed hosted services, workforce optimization, quality management, Business Process Outsourcing, Analytics e BI, workflow integrati. </li></ul></ul>
  14. 14. Mercati Verticali
  15. 15. I canali di contatto oggi © Copyright Dimension Data 2005-2007 Source: Global Contact Centre Benchmarking Report 2007
  16. 16. I canali di contatto nel 2010 Source: Global Contact Centre Benchmarking Report 2007 10x 3x 6x
  17. 17. Servizi forniti attraverso il web … si punta a fornire l'accesso multicanale ai clienti web,> e-mail, telefono…. tra i nuovi servizi si svilupperanno le chat e sezioni di approfondimento con faq e materiali in download…
  18. 18. Canali di contatto <ul><li>… vuol dire accogliere il cliente in ogni punto di contatto con l’azienda </li></ul><ul><li>… vuol dire dare la risposta giusta al cliente nel momento, sul canale, nella modalità e nel luogo in cui la chiede </li></ul><ul><li>… vuol dire offrire al cliente una visione unica ed integrata dell’azienda indipendentemente dal punto di contatto con il quale sta interagendo </li></ul>Vuol dire ragionare in ottica cliente: si possono raccogliere le informazioni dove sono generate, integrarle e riutilizzarle per migliorare l’offerta e aumentare le opportunità di conquista e fidelizzazione IVR/telefonico Web Mobile SMS smart Wap Video Portale Client (Flash Light) Chioschi Vetrine interattive Chioschi interattivi In store TV CTI – ACD Campaign Mgmt IVR Intelligente Video IVR IVR outbound Assistente digitale Call Back Click 2 Meet Chat Web-Form
  19. 19. ASP – Hosted – HCC - SaaS <ul><li>Un’evoluzione che dura da oltre 10 anni </li></ul><ul><li>Mercato maturo e ricettivo </li></ul>In House Dedicated HCC Multi-tenant HCC Network Managed
  20. 20. HCC: benefici e criteri di scelta                                                                                             
  21. 21. Customer Interaction Management <ul><li>Servizio Clienti </li></ul><ul><li>Teleselling </li></ul><ul><li>Gestione ordini </li></ul><ul><li>Help Desk </li></ul><ul><li>Video Contact Center </li></ul><ul><li>Pre-Vendita </li></ul><ul><li>Servizio Informazioni </li></ul>Campaign Management Telefono - CTI Analytics / BI Click 2 Meet Web Interactions Video Portal Chioschi Voice Self-service Applicazioni Assistente Virtuale Avatar Natural Language Semantics VISIONE A 360° DEL CLIENTE
  22. 22. Market Evolution <ul><li>Proactive Mgmt (Multichannel – Syst Intgr.) </li></ul><ul><li>Call/Activity Bleanding </li></ul><ul><li>Consolidation </li></ul><ul><ul><li>Infrastructure </li></ul></ul><ul><ul><li>Channels </li></ul></ul><ul><li>Virtualization </li></ul><ul><li>Knowledge Mgmt </li></ul><ul><li>HR (learning, mgmt, scheduling) </li></ul><ul><li>Skill based routing </li></ul><ul><ul><li>Customer Profiling </li></ul></ul><ul><ul><li>Languages </li></ul></ul><ul><li>Back-end infrastructure intergation </li></ul>

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