Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.
The document discusses how chatbots can help engage users for various businesses and use cases. Some key points:
1) Chatbots provide an always-on customer service channel through major messaging platforms with easy setup within 10 minutes and integration into websites. They support personalized responses based on user profiles.
2) Chatbots can enhance customer engagement for media companies by reaching users where they spend most time and providing a personalized, conversational experience without requiring apps or logins.
3) In banking, chatbots can revolutionize the customer service process by reducing response times and costs while providing 24/7 assistance for tasks like checking balances and making payments from messaging apps.
Building an Effective Voice of the Customer ProgramUserZoom
The document is a summary of a webinar on building an effective voice of the customer (VOC) program. The webinar discussed:
- The current landscape of VOC programs and tools, with analytics being a major focus of IT investment in 2014.
- Getting started with a VOC program by designing a simple, relevant, and scalable program, and acquiring information on customers and context.
- Improving the effectiveness of VOC programs by strategizing, prioritizing, acquiring information and context, collaborating across teams, and regularly evaluating the program.
- Key recommendations included assessing organizational priorities and stakeholders, defining clear ownership and accountability, cultivating collaboration over confrontation, and adapting the program as needs change over
This document provides an overview of virtual agents and their role in customer service. It begins with an introduction to virtual agents and their benefits, such as being available 24/7 and at a lower cost than human agents. It then discusses trends driving interest in virtual agents and why they are useful now. The document outlines best practices for implementing virtual agents and integrating them with live agent channels. It provides an example case study of a telco provider that improved customer satisfaction using a virtual agent and seamless transition to live chat.
From Cost Center to Experience Equation: How Technology is Shaping Modern Cus...Totango
This document summarizes a presentation about how technology is shaping customer interactions. It discusses how smartphones, the on-demand economy, and empowered customers are impacting relationships. It also covers the risks of poor customer service and the need to view support as an "experience equation" rather than a cost center. The presentation provides examples of technology trends like cloud, AI, APIs, and UX that enable superior experiences. It also highlights a success story of a company that improved customer service with a new communications platform.
Enghouse Interactive - Top 5 trends in customer communicationsEnghouse Interactive
The 5 trends covered include:
1. Changes in customer interaction methods - the move to omni-channel and customer collaboration
2. The evolution of self-service - knowledge management, the Internet of Things, and beyond
3. Dramatic increase in mobility - the impact on customer communications
4.The "enterprise as contact center" - collaboration, back office service and the blurring of contact center boundaries
5.The evolution of contact center metrics - making it about quality and customer value
The document discusses the importance of customer feedback and describes a text messaging service called CustomerConnex that allows businesses to gather real-time feedback from customers. It provides examples of how CustomerConnex was used successfully by companies like Noel Leeming and Muffin Break to identify issues, improve performance, and increase customer satisfaction and loyalty. The system enables anonymous feedback, quick resolution of complaints, and leveraging of insights to boost future business.
The document discusses voice of the customer (VoC) strategies and their importance for customer-centric organizations. It provides guidance on implementing an effective VoC program with the following key steps: 1) understanding all customer touchpoints, 2) optimizing customer journeys, 3) surveying customers at relevant touchpoints, 4) building relevant surveys, 5) designing survey triggers, 6) implementing surveys, 7) analyzing feedback, and 8) optimizing processes based on feedback. It also stresses the importance of including employee and stakeholder feedback in VoC programs for a holistic view of processes.
This document discusses customer experience across channels and touchpoints. It begins by defining multi-channel maturity as the capability to continue a dialogue with customers at the right time, place and channel. It then notes that implementing excellent multi-channel experiences is very challenging due to siloed organizations, inflexible technology, and budget priorities. The document presents a maturity model for assessing an organization's capabilities across five areas: systems and processes, leadership and culture, alignment with brand, customer touchpoints, and customer insight. It concludes by advising using this model to evaluate an organization's status and determine development areas.
The document discusses how chatbots can help engage users for various businesses and use cases. Some key points:
1) Chatbots provide an always-on customer service channel through major messaging platforms with easy setup within 10 minutes and integration into websites. They support personalized responses based on user profiles.
2) Chatbots can enhance customer engagement for media companies by reaching users where they spend most time and providing a personalized, conversational experience without requiring apps or logins.
3) In banking, chatbots can revolutionize the customer service process by reducing response times and costs while providing 24/7 assistance for tasks like checking balances and making payments from messaging apps.
Building an Effective Voice of the Customer ProgramUserZoom
The document is a summary of a webinar on building an effective voice of the customer (VOC) program. The webinar discussed:
- The current landscape of VOC programs and tools, with analytics being a major focus of IT investment in 2014.
- Getting started with a VOC program by designing a simple, relevant, and scalable program, and acquiring information on customers and context.
- Improving the effectiveness of VOC programs by strategizing, prioritizing, acquiring information and context, collaborating across teams, and regularly evaluating the program.
- Key recommendations included assessing organizational priorities and stakeholders, defining clear ownership and accountability, cultivating collaboration over confrontation, and adapting the program as needs change over
This document provides an overview of virtual agents and their role in customer service. It begins with an introduction to virtual agents and their benefits, such as being available 24/7 and at a lower cost than human agents. It then discusses trends driving interest in virtual agents and why they are useful now. The document outlines best practices for implementing virtual agents and integrating them with live agent channels. It provides an example case study of a telco provider that improved customer satisfaction using a virtual agent and seamless transition to live chat.
From Cost Center to Experience Equation: How Technology is Shaping Modern Cus...Totango
This document summarizes a presentation about how technology is shaping customer interactions. It discusses how smartphones, the on-demand economy, and empowered customers are impacting relationships. It also covers the risks of poor customer service and the need to view support as an "experience equation" rather than a cost center. The presentation provides examples of technology trends like cloud, AI, APIs, and UX that enable superior experiences. It also highlights a success story of a company that improved customer service with a new communications platform.
Enghouse Interactive - Top 5 trends in customer communicationsEnghouse Interactive
The 5 trends covered include:
1. Changes in customer interaction methods - the move to omni-channel and customer collaboration
2. The evolution of self-service - knowledge management, the Internet of Things, and beyond
3. Dramatic increase in mobility - the impact on customer communications
4.The "enterprise as contact center" - collaboration, back office service and the blurring of contact center boundaries
5.The evolution of contact center metrics - making it about quality and customer value
The document discusses the importance of customer feedback and describes a text messaging service called CustomerConnex that allows businesses to gather real-time feedback from customers. It provides examples of how CustomerConnex was used successfully by companies like Noel Leeming and Muffin Break to identify issues, improve performance, and increase customer satisfaction and loyalty. The system enables anonymous feedback, quick resolution of complaints, and leveraging of insights to boost future business.
The document discusses voice of the customer (VoC) strategies and their importance for customer-centric organizations. It provides guidance on implementing an effective VoC program with the following key steps: 1) understanding all customer touchpoints, 2) optimizing customer journeys, 3) surveying customers at relevant touchpoints, 4) building relevant surveys, 5) designing survey triggers, 6) implementing surveys, 7) analyzing feedback, and 8) optimizing processes based on feedback. It also stresses the importance of including employee and stakeholder feedback in VoC programs for a holistic view of processes.
This document discusses customer experience across channels and touchpoints. It begins by defining multi-channel maturity as the capability to continue a dialogue with customers at the right time, place and channel. It then notes that implementing excellent multi-channel experiences is very challenging due to siloed organizations, inflexible technology, and budget priorities. The document presents a maturity model for assessing an organization's capabilities across five areas: systems and processes, leadership and culture, alignment with brand, customer touchpoints, and customer insight. It concludes by advising using this model to evaluate an organization's status and determine development areas.
The document discusses how Avaya helps companies implement multichannel contact centers. It begins by outlining trends driving customer preferences for multiple communication channels. Avaya offers solutions like Elite Multichannel that allow agents to handle different media like voice, email, chat and video within one application. The benefits are outlined as well for customers, companies and contact center managers. Specific use cases are then reviewed like social media management, multi-media outbound applications and video capabilities.
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
The best companies always do two things; everything they can to save money, which helps improve the bottom line, and secondly, focus on customer satisfaction.
Despite this, many organisations still struggle to implement successful customer service programmes.
Research shows that organisations lose more than N34.6 trillion annually due to poor customer service.
What then is the solution?
Contact centre outsourcing. It not only saves you money but also improves your customer satisfaction levels and, critically, your brand reputation – when done rightly.
So, how can you leverage the expertise of a highly-skilled contact centre service provider to deliver a first-class customer experience?
In this deck, you will learn how to outsource your customer service strategy to a highly-skilled third party. You will also learn;
• Why the most successful organisations are outsourcing their contact centre function
• The features you can leverage in a state-of-the-art contact centre
• Key qualities to look out for when choosing your contact centre outsourcing service provider.
CCMG After Forever Conference Day 1, Solutions Stream 12:00 - Top 10 ways to maximize productivity with Multi Channel Communications. Intuate Group - Noble Systems
Hot Trends and Futuristic Technologies in the Contact CenterAvtex
This document discusses trends toward improving the customer experience in contact centers. It summarizes that customer experience is shaped by interactions with a company's employees, systems and channels. It then discusses trends toward cloud computing, omni-channel support, easy customer interactions, web chat, mobile support, social media monitoring, customer and agent profiling, and video capabilities. The document provides examples and statistics on the growth of these trends and their benefits in enhancing customer service.
The document discusses enhancing customer experience for a telecommunications company. It outlines typical challenges such as slow customer response times and activating customers across multiple channels. It proposes an omni-channel solution using Genesys to address all customer touchpoints like voice, SMS, social media and live chat. The solution would also use CRM, marketing automation, a knowledge base and business intelligence tools to improve the customer journey, reduce costs and drive revenues. Social media monitoring and publishing capabilities are demonstrated. Overall the solution aims to provide a centralized customer care platform for a better customer experience.
This document discusses how contact centers can enhance the customer experience through a multi-channel approach. It emphasizes implementing a customer-centric strategy, understanding changing customer behaviors and expectations, and using technology like analytics to optimize processes and empower agents. A multi-channel contact center that provides a consistent, personalized experience across channels can boost customer loyalty while meeting demands for convenient, on-demand service.
Best Practices in Business Innovation: Business Models Changing the Landscape...Aggregage
Companies these days cannot afford to stand still!
Cheryl Perkins, Founder and President of Innovationedge and a visionary business leader, will share best practices of companies who are defining and implementing new business models. These models are used to create new pathways to value and deliver growth in today’s business climate. She will lead you on a journey through business model basics and describe how companies are taking innovation strategy to the next level, while tackling the current challenges of talent management and innovation fatigue.
Digital transformation of processes and operations can improve customer engagement through understanding customer pain points and implementing omnichannel strategies. This involves analyzing customer data across communication channels to better understand customer journeys and provide a seamless, personalized experience. Building an ecosystem of localized, high quality content accessible across multiple devices and connectivity options is important for customer satisfaction.
Automotive - Oracle Service Cloud - Solution OverviewEphlux
The document discusses Oracle Service Cloud, a customer service platform for the automotive industry. It consists of modules for web/mobile self-service, social media engagement, a contact center, customer feedback, and a knowledge base. The platform allows companies to provide a consistent customer experience across all channels by guiding customers to relevant information and assisting agents. It aims to wow customers through their entire journey and strengthen relationships.
The document describes an implementation of social CRM and online customer relationship management for Raiffeisen Bank International. It discusses using location-based mobile campaigns, chatbots, and social media interactions to engage customers in personalized conversations. The goal is to reach customers where they are online and improve customer service interactions through more natural dialogues. Partnering Corp is presented as a company that can provide such a social CRM platform and location-based campaign services to optimize customer engagement.
Call Center Challenges and It's Solutions By Rupesh Deshmukh.pptxRupeshDeshmukh27
Call centers face challenges like high wait times, abandoned calls, and agent stress. Solutions include announcing estimated wait times, offering virtual queuing, playing engaging announcements, and offering self-service. Emerging technologies like AI, omnichannel software, and advanced analytics can also help by improving routing, enhancing customer experience across channels, and providing insights. Adopting quality assurance technology, digital scorecards, learning management systems, and real-time customer journey mapping can further optimize processes and outcomes. Service providers that offer these solutions were also listed.
The document discusses opportunities to improve the patient experience for accessing healthcare. It notes that patients now expect seamless, on-demand access across any channel based on experiences with other industries. However, most healthcare organizations still focus primarily on phone-based access and measure success based on call metrics rather than the patient perspective. The document advocates designing access with a patient-centered, omni-channel approach to provide a consistent experience across online, mobile, phone and social media channels. This would better meet evolving patient expectations for convenient, on-demand access to information and services.
Customer support is a valuable part of managing a modern business. What is call center organizations with medium-to-large customer bases frequently making use of a centralized answering services company to deal with customer support issues?
Gartner defines the call center as a “department by which employees receive making high volumes of phone calls” with internal customers (for example helpdesks) and exterior customers (customer support and support).
Call centers have numerous purposes, including:
Customer service and support
Account management
Market research
Telemarketing
Billing
Pointel is a leading provider of contact center and CRM solutions, with over 100 successful implementations for Fortune 2000 companies. The document introduces Pointel's Survey Solution, which allows companies to collect customer feedback through post-interaction surveys. The Survey Solution can be used across different customer touchpoints and is designed for easy use by both business users and contact center agents. It provides interactive reports and insights that help companies improve customer experience and contact center operations.
The presentation aims at providing insights into the current state of Customer Services and what it is expected to be in the future. It provides analytics driven information in the world of Customer Service, while highlighting the key areas, for leaders and IT decision makers to focus on.
This document discusses the importance of personalization in automated customer service interactions. It notes that while automated solutions like IVRs are much cheaper than live agents, customers still desire personalization. The document explores how personalization can be achieved in IVRs through remembering past customer interactions and preferences to improve routing and service. Examples of personalized IVR implementations that improved customer satisfaction metrics and reduced costs are provided. The challenges of integrating legacy systems to enable personalization are also discussed.
Making Automation Less Automated and More CaringSpeechStorm
This document discusses the importance of personalization in automated customer service interactions. It notes that while automated solutions are cheaper, consumers still value personalization highly. Personalized IVR systems that understand customer histories can improve the customer experience by routing calls more efficiently. The document advocates for IVR systems that integrate with other customer data to provide dynamic, personalized interactions across channels. Speakers from Ovum, Call Centre Focus and SpeechStorm further discuss use cases and strategic considerations for personalized IVR implementations.
How To Cultivate Community Affinity Throughout The Generosity JourneyAggregage
This session will dive into how to create rich generosity experiences that foster long-lasting relationships. You’ll walk away with actionable insights to redefine how you engage with your supporters — emphasizing trust, engagement, and community!
Secrets of a Successful Sale: Optimizing Your Checkout ProcessAggregage
https://www.onlineretailtoday.com/frs/26905197/secrets-of-a-successful-sale--optimizing-your-checkout-process
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡
Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue. But payments are just one part of a chain. What’s the next touch point? How do you use the data sitting behind a payment to find the next loyal customer?
In this session you’ll learn:
• The integral relationship between payment experience and customer satisfaction
• Proven methods for optimizing the checkout journey
• Leveraging payments data for personalized marketing and enhanced customer loyalty
• Gain invaluable insights into consumer behavior across online and offline channels through data
More Related Content
Similar to The Future of Contact Centers: What Technology Is Right for Your Customers
The document discusses how Avaya helps companies implement multichannel contact centers. It begins by outlining trends driving customer preferences for multiple communication channels. Avaya offers solutions like Elite Multichannel that allow agents to handle different media like voice, email, chat and video within one application. The benefits are outlined as well for customers, companies and contact center managers. Specific use cases are then reviewed like social media management, multi-media outbound applications and video capabilities.
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
The best companies always do two things; everything they can to save money, which helps improve the bottom line, and secondly, focus on customer satisfaction.
Despite this, many organisations still struggle to implement successful customer service programmes.
Research shows that organisations lose more than N34.6 trillion annually due to poor customer service.
What then is the solution?
Contact centre outsourcing. It not only saves you money but also improves your customer satisfaction levels and, critically, your brand reputation – when done rightly.
So, how can you leverage the expertise of a highly-skilled contact centre service provider to deliver a first-class customer experience?
In this deck, you will learn how to outsource your customer service strategy to a highly-skilled third party. You will also learn;
• Why the most successful organisations are outsourcing their contact centre function
• The features you can leverage in a state-of-the-art contact centre
• Key qualities to look out for when choosing your contact centre outsourcing service provider.
CCMG After Forever Conference Day 1, Solutions Stream 12:00 - Top 10 ways to maximize productivity with Multi Channel Communications. Intuate Group - Noble Systems
Hot Trends and Futuristic Technologies in the Contact CenterAvtex
This document discusses trends toward improving the customer experience in contact centers. It summarizes that customer experience is shaped by interactions with a company's employees, systems and channels. It then discusses trends toward cloud computing, omni-channel support, easy customer interactions, web chat, mobile support, social media monitoring, customer and agent profiling, and video capabilities. The document provides examples and statistics on the growth of these trends and their benefits in enhancing customer service.
The document discusses enhancing customer experience for a telecommunications company. It outlines typical challenges such as slow customer response times and activating customers across multiple channels. It proposes an omni-channel solution using Genesys to address all customer touchpoints like voice, SMS, social media and live chat. The solution would also use CRM, marketing automation, a knowledge base and business intelligence tools to improve the customer journey, reduce costs and drive revenues. Social media monitoring and publishing capabilities are demonstrated. Overall the solution aims to provide a centralized customer care platform for a better customer experience.
This document discusses how contact centers can enhance the customer experience through a multi-channel approach. It emphasizes implementing a customer-centric strategy, understanding changing customer behaviors and expectations, and using technology like analytics to optimize processes and empower agents. A multi-channel contact center that provides a consistent, personalized experience across channels can boost customer loyalty while meeting demands for convenient, on-demand service.
Best Practices in Business Innovation: Business Models Changing the Landscape...Aggregage
Companies these days cannot afford to stand still!
Cheryl Perkins, Founder and President of Innovationedge and a visionary business leader, will share best practices of companies who are defining and implementing new business models. These models are used to create new pathways to value and deliver growth in today’s business climate. She will lead you on a journey through business model basics and describe how companies are taking innovation strategy to the next level, while tackling the current challenges of talent management and innovation fatigue.
Digital transformation of processes and operations can improve customer engagement through understanding customer pain points and implementing omnichannel strategies. This involves analyzing customer data across communication channels to better understand customer journeys and provide a seamless, personalized experience. Building an ecosystem of localized, high quality content accessible across multiple devices and connectivity options is important for customer satisfaction.
Automotive - Oracle Service Cloud - Solution OverviewEphlux
The document discusses Oracle Service Cloud, a customer service platform for the automotive industry. It consists of modules for web/mobile self-service, social media engagement, a contact center, customer feedback, and a knowledge base. The platform allows companies to provide a consistent customer experience across all channels by guiding customers to relevant information and assisting agents. It aims to wow customers through their entire journey and strengthen relationships.
The document describes an implementation of social CRM and online customer relationship management for Raiffeisen Bank International. It discusses using location-based mobile campaigns, chatbots, and social media interactions to engage customers in personalized conversations. The goal is to reach customers where they are online and improve customer service interactions through more natural dialogues. Partnering Corp is presented as a company that can provide such a social CRM platform and location-based campaign services to optimize customer engagement.
Call Center Challenges and It's Solutions By Rupesh Deshmukh.pptxRupeshDeshmukh27
Call centers face challenges like high wait times, abandoned calls, and agent stress. Solutions include announcing estimated wait times, offering virtual queuing, playing engaging announcements, and offering self-service. Emerging technologies like AI, omnichannel software, and advanced analytics can also help by improving routing, enhancing customer experience across channels, and providing insights. Adopting quality assurance technology, digital scorecards, learning management systems, and real-time customer journey mapping can further optimize processes and outcomes. Service providers that offer these solutions were also listed.
The document discusses opportunities to improve the patient experience for accessing healthcare. It notes that patients now expect seamless, on-demand access across any channel based on experiences with other industries. However, most healthcare organizations still focus primarily on phone-based access and measure success based on call metrics rather than the patient perspective. The document advocates designing access with a patient-centered, omni-channel approach to provide a consistent experience across online, mobile, phone and social media channels. This would better meet evolving patient expectations for convenient, on-demand access to information and services.
Customer support is a valuable part of managing a modern business. What is call center organizations with medium-to-large customer bases frequently making use of a centralized answering services company to deal with customer support issues?
Gartner defines the call center as a “department by which employees receive making high volumes of phone calls” with internal customers (for example helpdesks) and exterior customers (customer support and support).
Call centers have numerous purposes, including:
Customer service and support
Account management
Market research
Telemarketing
Billing
Pointel is a leading provider of contact center and CRM solutions, with over 100 successful implementations for Fortune 2000 companies. The document introduces Pointel's Survey Solution, which allows companies to collect customer feedback through post-interaction surveys. The Survey Solution can be used across different customer touchpoints and is designed for easy use by both business users and contact center agents. It provides interactive reports and insights that help companies improve customer experience and contact center operations.
The presentation aims at providing insights into the current state of Customer Services and what it is expected to be in the future. It provides analytics driven information in the world of Customer Service, while highlighting the key areas, for leaders and IT decision makers to focus on.
This document discusses the importance of personalization in automated customer service interactions. It notes that while automated solutions like IVRs are much cheaper than live agents, customers still desire personalization. The document explores how personalization can be achieved in IVRs through remembering past customer interactions and preferences to improve routing and service. Examples of personalized IVR implementations that improved customer satisfaction metrics and reduced costs are provided. The challenges of integrating legacy systems to enable personalization are also discussed.
Making Automation Less Automated and More CaringSpeechStorm
This document discusses the importance of personalization in automated customer service interactions. It notes that while automated solutions are cheaper, consumers still value personalization highly. Personalized IVR systems that understand customer histories can improve the customer experience by routing calls more efficiently. The document advocates for IVR systems that integrate with other customer data to provide dynamic, personalized interactions across channels. Speakers from Ovum, Call Centre Focus and SpeechStorm further discuss use cases and strategic considerations for personalized IVR implementations.
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This session will dive into how to create rich generosity experiences that foster long-lasting relationships. You’ll walk away with actionable insights to redefine how you engage with your supporters — emphasizing trust, engagement, and community!
Secrets of a Successful Sale: Optimizing Your Checkout ProcessAggregage
https://www.onlineretailtoday.com/frs/26905197/secrets-of-a-successful-sale--optimizing-your-checkout-process
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡
Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue. But payments are just one part of a chain. What’s the next touch point? How do you use the data sitting behind a payment to find the next loyal customer?
In this session you’ll learn:
• The integral relationship between payment experience and customer satisfaction
• Proven methods for optimizing the checkout journey
• Leveraging payments data for personalized marketing and enhanced customer loyalty
• Gain invaluable insights into consumer behavior across online and offline channels through data
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As organizations strive for agility and efficiency, it's imperative for finance leaders to embrace innovative technologies and redefine traditional processes. Join us as we explore the pivotal role of digitalization and automation in reshaping what is commonly referred to as the “last mile of reporting”.
We’ll deep-dive into why digitalization is no longer a choice, but a necessity for finance departments to stay competitive in a fast-paced environment touching on:
• 2024 trends for the Office of the CFO: A review of today’s automation revolution within the finance department as it faces evolving internal and external challenges.
• Leveraging automation for efficiency and accuracy: Learn how automation tools and technologies can streamline repetitive tasks, reduce manual errors, and free up valuable resources for more strategic initiatives.
• Enhancing transparency and stakeholder confidence: See how robust disclosure management practices contribute to increased transparency, fostering trust among stakeholders, including investors, regulators, and internal decision-makers.
• Overcoming challenges and embracing change: Gain practical strategies and best practices for overcoming common barriers to digital transformation within finance departments and learn how to effectively manage change to maximize the benefits of automation.
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Join us to discover:
• The High-Performance Difference: We'll explore the key characteristics that set high-performing cultures apart. These cultures attract and retain top talent who crave a dynamic and stimulating work environment. Leaders set the tone by embodying company values and inspiring employees with a clear vision.
• Building the Foundation: We'll break down the essential building blocks for a high-performing culture. This includes fostering psychological safety and trust, where employees feel comfortable taking risks and learning from mistakes. Clear goals and focused roadmaps keep everyone aligned, while roadblocks are identified and removed to empower teams to thrive.
• A Culture of Growth: High-performing cultures go beyond simply measuring numbers. They embrace a growth mindset, constantly seeking to learn and improve. This includes a commitment to open and honest feedback, delivered in a way that motivates and develops employees.
Driving Business Impact for PMs with Jon HarmerAggregage
https://www.productmanagementtoday.com/frs/26551585/driving-business-impact-for-pms
Move from feature factory to customer outcomes and drive impact in your business!
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Learning objectives:
• Learn how to prioritize the most impactful opportunities: Identify the most impactful opportunities using Impact Mapping and other framing techniques, shift from output orientation to outcome/impact orientation.
• Grow your user empathy skills: Better understand users and the problem space they are working in through Journey Maps that are customized for Product Managers.
• Understand the risks and hypotheses built into your roadmap: By making explicit the different hypotheses in your plan and identifying the riskiest ones, you will be able to quickly validate the riskiest assumptions and improve your outcomes.
• Create actual artifacts for your products: With the practical experience provided in this session, apply these tools to real-world product management scenarios to build journey and impact maps for actual users & products.
Strategic Project Finance Essentials: A Project Manager’s Guide to Financial ...Aggregage
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Join us for a deep dive into the world of financial strategy, as we dissect key metrics that drive CFOs and business leaders’ investment decisions. This session will equip you with the necessary tools to craft compelling business cases as well as a comprehensive understanding of the crucial distinction between capital expenditure and operational expenditure, and its profound impact on financial statements.
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• Three Critical Metrics: Net Present Value (NPV), Internal Rate of Return (IRR), and Payback Period
• Why tracking capital spend is important
• How project spend classification shapes the portrayal on an income statement
• Classification of capital expenditure (CapEx) versus. operational expenditure (OpEx), and its impact on financial statements and EBITDA
The Retention Ripple Effect: Nonprofit Staff and Donor DynamicsAggregage
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Through a comprehensive analysis of industry data, experts argue that there is a direct correlation between donor burnout, donor retention, and the talent retention crisis. By unpacking this relationship, we emphasize the importance of cultivating a dedicated workforce to enhance donor retention and drive sustainable growth. 📈
Industry experts Andrew Olsen and Kat Landa will explore:
• A data-driven analysis of the current retention crisis in the nonprofit sector 📊
• How talent retention and donor retention challenges faced by nonprofit organizations go hand in hand 🤝
• The key role of organizational leaders in addressing the retention crisis head on 🔑
• Actionable strategies to combat the retention crisis and foster long-term donor relationships 💡
Breaking the Burnout Cycle: Empowering Managers for ExcellenceAggregage
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In the fast-paced world of work, burnout has emerged as a critical issue. Alarming statistics reveal two in five U.S. workers experience feeling burned out. However, the situation is even more dire among managers, with nearly half reporting burnout, often hidden behind their responsibilities and the desire to uplift their teams. Recognizing the severity of this problem is crucial. Join Bonusly’s Head of People, Adri Glover, and Sr. People Partner, Mollie Hinz, as we delve into the unique challenges faced by managers and provide actionable insights for addressing and preventing manager burnout.
We will not only explore the distinct signs of manager burnout but also how to identify the warning signals. We will share practical strategies for alleviating manager burnout and discuss how prioritizing the well-being of your managers will, in turn, enhance team performance and culture.
In this webinar you will learn:
• Recognizing Warning Signs: Understand and identify the four key warning signs of manager burnout.
• Practical Strategies for Alleviation: Gain insights into data-backed methods for managing burnout.
• Turning Burnout into Engagement: Explore how prioritizing the well-being of managers can lead to stronger team performance and company culture, turning burnout into an opportunity for growth and resilience.
Taking AI to the Next Level in Manufacturing.pdfssuserfac0301
Read Taking AI to the Next Level in Manufacturing to gain insights on AI adoption in the manufacturing industry, such as:
1. How quickly AI is being implemented in manufacturing.
2. Which barriers stand in the way of AI adoption.
3. How data quality and governance form the backbone of AI.
4. Organizational processes and structures that may inhibit effective AI adoption.
6. Ideas and approaches to help build your organization's AI strategy.
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Ocean Lotus cyber threat actors represent a sophisticated, persistent, and politically motivated group that poses a significant risk to organizations and individuals in the Southeast Asian region. Their continuous evolution and adaptability underscore the need for robust cybersecurity measures and international cooperation to identify and mitigate the threats posed by such advanced persistent threat groups.
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Have you ever been confused by the myriad of choices offered by AWS for hosting a website or an API?
Lambda, Elastic Beanstalk, Lightsail, Amplify, S3 (and more!) can each host websites + APIs. But which one should we choose?
Which one is cheapest? Which one is fastest? Which one will scale to meet our needs?
Join me in this session as we dive into each AWS hosting service to determine which one is best for your scenario and explain why!
A Comprehensive Guide to DeFi Development Services in 2024Intelisync
DeFi represents a paradigm shift in the financial industry. Instead of relying on traditional, centralized institutions like banks, DeFi leverages blockchain technology to create a decentralized network of financial services. This means that financial transactions can occur directly between parties, without intermediaries, using smart contracts on platforms like Ethereum.
In 2024, we are witnessing an explosion of new DeFi projects and protocols, each pushing the boundaries of what’s possible in finance.
In summary, DeFi in 2024 is not just a trend; it’s a revolution that democratizes finance, enhances security and transparency, and fosters continuous innovation. As we proceed through this presentation, we'll explore the various components and services of DeFi in detail, shedding light on how they are transforming the financial landscape.
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Ready to take your DeFi project to the next level? Partner with Intelisync for expert DeFi development services today!
In the rapidly evolving landscape of technologies, XML continues to play a vital role in structuring, storing, and transporting data across diverse systems. The recent advancements in artificial intelligence (AI) present new methodologies for enhancing XML development workflows, introducing efficiency, automation, and intelligent capabilities. This presentation will outline the scope and perspective of utilizing AI in XML development. The potential benefits and the possible pitfalls will be highlighted, providing a balanced view of the subject.
We will explore the capabilities of AI in understanding XML markup languages and autonomously creating structured XML content. Additionally, we will examine the capacity of AI to enrich plain text with appropriate XML markup. Practical examples and methodological guidelines will be provided to elucidate how AI can be effectively prompted to interpret and generate accurate XML markup.
Further emphasis will be placed on the role of AI in developing XSLT, or schemas such as XSD and Schematron. We will address the techniques and strategies adopted to create prompts for generating code, explaining code, or refactoring the code, and the results achieved.
The discussion will extend to how AI can be used to transform XML content. In particular, the focus will be on the use of AI XPath extension functions in XSLT, Schematron, Schematron Quick Fixes, or for XML content refactoring.
The presentation aims to deliver a comprehensive overview of AI usage in XML development, providing attendees with the necessary knowledge to make informed decisions. Whether you’re at the early stages of adopting AI or considering integrating it in advanced XML development, this presentation will cover all levels of expertise.
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Discover how MongoDB Atlas and vector search technology can revolutionize your application's search capabilities. This comprehensive presentation covers:
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* Practical use cases across various industries
* Step-by-step implementation guide
* Live demos with code snippets
* Enhancing LLM capabilities with vector search
* Best practices and optimization strategies
Perfect for developers, AI enthusiasts, and tech leaders. Learn how to leverage MongoDB Atlas to deliver highly relevant, context-aware search results, transforming your data retrieval process. Stay ahead in tech innovation and maximize the potential of your applications.
#MongoDB #VectorSearch #AI #SemanticSearch #TechInnovation #DataScience #LLM #MachineLearning #SearchTechnology
leewayhertz.com-AI in predictive maintenance Use cases technologies benefits ...alexjohnson7307
Predictive maintenance is a proactive approach that anticipates equipment failures before they happen. At the forefront of this innovative strategy is Artificial Intelligence (AI), which brings unprecedented precision and efficiency. AI in predictive maintenance is transforming industries by reducing downtime, minimizing costs, and enhancing productivity.
Generating privacy-protected synthetic data using Secludy and MilvusZilliz
During this demo, the founders of Secludy will demonstrate how their system utilizes Milvus to store and manipulate embeddings for generating privacy-protected synthetic data. Their approach not only maintains the confidentiality of the original data but also enhances the utility and scalability of LLMs under privacy constraints. Attendees, including machine learning engineers, data scientists, and data managers, will witness first-hand how Secludy's integration with Milvus empowers organizations to harness the power of LLMs securely and efficiently.
HCL Notes und Domino Lizenzkostenreduzierung in der Welt von DLAUpanagenda
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-und-domino-lizenzkostenreduzierung-in-der-welt-von-dlau/
DLAU und die Lizenzen nach dem CCB- und CCX-Modell sind für viele in der HCL-Community seit letztem Jahr ein heißes Thema. Als Notes- oder Domino-Kunde haben Sie vielleicht mit unerwartet hohen Benutzerzahlen und Lizenzgebühren zu kämpfen. Sie fragen sich vielleicht, wie diese neue Art der Lizenzierung funktioniert und welchen Nutzen sie Ihnen bringt. Vor allem wollen Sie sicherlich Ihr Budget einhalten und Kosten sparen, wo immer möglich. Das verstehen wir und wir möchten Ihnen dabei helfen!
Wir erklären Ihnen, wie Sie häufige Konfigurationsprobleme lösen können, die dazu führen können, dass mehr Benutzer gezählt werden als nötig, und wie Sie überflüssige oder ungenutzte Konten identifizieren und entfernen können, um Geld zu sparen. Es gibt auch einige Ansätze, die zu unnötigen Ausgaben führen können, z. B. wenn ein Personendokument anstelle eines Mail-Ins für geteilte Mailboxen verwendet wird. Wir zeigen Ihnen solche Fälle und deren Lösungen. Und natürlich erklären wir Ihnen das neue Lizenzmodell.
Nehmen Sie an diesem Webinar teil, bei dem HCL-Ambassador Marc Thomas und Gastredner Franz Walder Ihnen diese neue Welt näherbringen. Es vermittelt Ihnen die Tools und das Know-how, um den Überblick zu bewahren. Sie werden in der Lage sein, Ihre Kosten durch eine optimierte Domino-Konfiguration zu reduzieren und auch in Zukunft gering zu halten.
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- Wie funktionieren CCB- und CCX-Lizenzen wirklich?
- Verstehen des DLAU-Tools und wie man es am besten nutzt
- Tipps für häufige Problembereiche, wie z. B. Team-Postfächer, Funktions-/Testbenutzer usw.
- Praxisbeispiele und Best Practices zum sofortigen Umsetzen
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Interested in deploying letter generation automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
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The Future of Contact Centers: What Technology Is Right for Your Customers
1. Laura Sikorski Erin Washington
With: Moderated by:
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The Future of Contact Centers: What Technology
Is Right For Your Customers?
Proprietary- Use With Permission Only
2. Quovim C3 is a Canadian leader providing complete Cross-Channel
Communications solutions to customer-driven organizations with contact,
distribution and/or service centers. No matter the means of communication your
client uses to connect with you — phone, email, chat, web, social media — using
a single integrated platform, you will benefit from a transparent all-in-one Contact
Center environment. Clients receive the same high quality experience, while you
gain greater clarity in your operations, generate cost-savings and strengthen
customer relationships.
Proprietary- Use With Permission Only
3. Click on the Questions panel to
interact with the presenters
https://www.customerexperienceupdate.com/frs/11673565/the-future-of-contact-centers--what-technology-is-right-for-your-customers-/
https://www.customercontactcentral.com/frs/11673565/the-future-of-contact-centers--what-technology-is-right-for-your-customers-/
4. About Laura Sikorski
Laura Sikorski is a recognized expert in Call/Contact Centers, Project/Program Management and
Business Operations. She has worked with hospitals, utilities, automobile manufacturers and
numerous other industries across the nation. The Call/Contact Center policies, procedures,
technology improvements, training programs and implementation plans developed by Laura have
improved operational excellence. They have enabled staff to proactively anticipate customer needs to
resolve all issues through consistency and product knowledge, and ensure employees are consistently
meeting and/or exceeding customer expectations and satisfaction.
About Erin Washington
Erin went to the University of Georgia and majored in International Affairs with a minor in Spanish. She
gained customer service experience after working as a customer service representative for 2 years. She
now works as an Editor at Aggregage, providing some of the most interesting thought-leaders in customer
experience with a space to celebrate the diversity, depth, and experience of their professional cultures,
personalities, and passions.
Proprietary- Use With Permission Only
5. 5
• Successful Contact Center
• Customer Needs/Thinking Like a Customer
• Digital Transformation Strategy
• Robust Contact Center Features
• Artificial Intelligence, Cloud, Mobile, Self-Service, Speech Recognition, Phone Trees,
Surveys, Test, Email, Voice Mail, Chat, Video, Social Media
• Project Management
• ROI From Technology Improvements
Agenda
The Future of Contact Centers: What Technology Is Right for Your Customers?
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6. 6
Your Contact Center is the most customer (internal or external) focused area in
your organization and it is where
• Centralized conversation takes place
• The Voice Of The Customer is amplified
• The data captured is significant
Regardless of a customer’s touchpoint, there should be no point of failure or
frustration
Value Of Your Contact Center
The Future of Contact Centers: What Technology Is Right for Your Customers?
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7. 7
Should get accurate and courteous service from the FIRST person they
interact with without needing to be transferred to anyone else during
their interaction
They want and deserve the best service!
Your External Customers
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8. 8
• All employees should have quick access to information and the authority to make
decisions so that they can address your customers’ needs and concerns
• Technology influences your workplace and corporate culture*
• It is important that all staff know how to use your technology to create a better work
environment*
• Go beyond traditional internal communications such as town halls, video chats, or
instant messaging*
• Set-up communication channels for employees to collaborate, recognize one another
and provide candid feedback without fear of repercussion*
Your Internal Customers
*Source: Newsday Oct 27, 2019 How is Technology Changing Your Workplace Culture? By Doug Claffey
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9. 9
• Combines the best of human interaction, automation and communications technology
• Management communicates formally and informally (Pre-shift briefings, staff and all-
hands meetings)
• Management keeps everyone informed
• Balances business messages with fun to stay motivated and focused
• Staff gets accurate information on time, at the same time, in the same format
Successful Contact Center
The Future of Contact Centers: What Technology Is Right for Your Customers?
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10. 10
• Position the Contact Center for Customer Experience
• Align the Contact Center with overall brand strategy
• Identify and share KPIs across your organization
• Create a Customer Experience Vision demonstrating the Contact Center’s role
• Create shared dashboards
• Award the entire team for achieving milestones
• Benchmark progress against rest of your industry to continuously improve
Successful Contact Center
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11. 11
• Forecast Accuracy
• Schedule Fit
• Service Level
• Quality (FCR or ZCR)
• Employee Satisfaction
• Customer Satisfaction
• Strategic Value
Operational Measurement
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12. 12
On their terms
When they want
On the method/channel of their choice
and . . . they expect the same service regardless of the method/channel
75% of consumers expect a consistent experience whenever they engage*
*Salesforce.com Blog
Customers Want To Do Business With You
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95.4% Telephone
87.8% Email
67.7% Internet/Website
53.6% IVR
40.1% SMS (Text)
34.4% Social Media
29.1% Chat
19.5% Mobile
Statistical information from Dimension Data’s 811 Report
Customer Channels/Touchpoints
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14. 14
First Call Resolution
“Close” customer issue on initial interaction without follow-up
Zero Call Resolution
Proactively calling customers with changes/updates
First Call Resolution vs. Zero Call Resolution
The Future of Contact Centers: What Technology Is Right for Your Customers?
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16. 16
Customer Service (CS) is what you do for your customers at a specific time to help with
an issue
• Poor CS almost guarantees that the next time your customer has a need, they’ll
look elsewhere
Customer Experience (CX) is how your customers feel about you and your brand (Service
and Products)
• Really helping customers and delivering a positive experience will create loyalty
Customer Service (CS) vs. Customer Experience (CX)
The Future of Contact Centers: What Technology Is Right for Your Customers?
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17. 17
The Amazon Factor
Amazon Video SLA
Mayday button Amazon Kindle
Fire
Was 15 sec -> now 9 sec
The Future of Contact Centers: What Technology Is Right for Your Customers?
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18. 18
Key Elements
• Convenience
• Consistency
• Empowerment
• Agility
Customer Journey
• How they contact you
• What they ask for
• Did you make it easy for them
• Will they “buy” again
Channel Experience
The Future of Contact Centers: What Technology Is Right for Your Customers?
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Over half of customer interactions happen during a multi-event, multi-channel
contextual journey across touchpoints
Website, Mobile app, Contact Center, Back Office, Store
• Anchored in how customers think about contacting you
• An event that marks the defining experience of key lifecycles of a customer
• Typically multi-touch, multi-channel and cross functional
• An evolution in thinking over traditional touchpoint or “moments of truth” approaches
Customer Journey
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9.5 Can’t get a human
9.4 Too many phone steps
9.3 Long wait on hold
9.0 Extras are pitched
8.9 No apology for unresolved problems
8.5 Boring hold music
NR Being put on hold
Most Infuriating CS Problems
Source: Consumer Reports 1-10 rating scale
The Future of Contact Centers: What Technology Is Right for Your Customers?
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21. 21
70% of consumers say technology has made
it easier than ever to take their business
elsewhere*
Optimizing Your Technology for Your Customers
* Salesforce.com Blog
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22. 22
• We are all customers of someone else
• What do they like
• What do they dislike
• Why do they go to your website
• Where/what can you improve
• Review your Feedback Surveys for the good, bad and the ugly
• Implement customer focus groups
• Your industry, competition, what are other industries doing
• Internal Stakeholders
Think Like a Customer
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• Definitions
• Adding non-voice channels (email, chat, video, text, social media)
• Automating tasks using self-service, speech recognition
• Incorporating Artificial Intelligence (AI)/Machine Learning, “The Cloud”
• Current Contact Center Departments/Future Contact Center Departments
• Sales, Order Entry, Billing, Appointments, Customer Service, Help Desk, etc.
• Current/Future application integrations including reports
• Internet of Things
• Desired End Result
• Personalization of the customer experience
• Improving the customer journey – contact center agents/front and back-office employees
Digital Transformation Strategy
The Future of Contact Centers: What Technology Is Right for Your Customers?
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24. 24
Definition - The theory and development of computer systems able to
perform tasks that normally require human intelligence, such as visual
perception, speech recognition, decision-making, and translation between
languages
“Everything we love about civilization is a product of intelligence, so
amplifying our human intelligence with artificial intelligence has the
potential of helping civilization flourish like never before – as long as we
manage to keep the technology beneficial.“ Max Tegmark, President of the Future of Life
Institute
Artificial Intelligence (AI)
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25. 25
• 1-800-Flowers
• Facebook Messenger chatbot to help customer order flowers – the bot is trained to pick up conversational queues, can
suggest floral arrangements and show a picture
• North Face
• Uses Watson to create a personalized shopping experience
• Helps customers refine product selections based on answers to specific questions
• Dixons Carphone (UK)
• “Cami” is a product expert, recommends cases and insurance
• Ticketmaster
• Combats ticket fraud
• Buyers registers on their website and the bot analyzes if they are human
• Domino’s Pizza
• Facebook Messenger chatbot named “Dom”
• Customer sends a message “pizza”, the bot gets the details and the order is
completed faster that if they called the store or went through the drive-thru
Examples of AI
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26. 26
Allows you to set up what is essentially a virtual office to give you the
flexibility of connecting to your business anywhere and at any time
Rather than purchasing expensive systems and equipment (CAPEX) for your
business, you can reduce your costs by using the resources of your cloud
computing service provider (OPEX)
“The Cloud”
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27. 27
• Reduced IT costs
• Scalability
• Business Continuity
• Flexibility of Work Practices
• Access to Automatic Updates
• Monthly Operations costs
• Per Agent/Supervisor
• Maintenance/Support
Cloud - Benefits
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28. 28
• Privacy agreement and service level agreement
• Security and data protection
• Location of data
• Legislation and regulation
Cloud - Risks
The Future of Contact Centers: What Technology Is Right for Your Customers?
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29. 29
Mobile technology is exactly what the name indicates – technology that is portable; it refers to any
device that you can carry with you to perform a wide variety of “tasks”
It is technology that allows those tasks to be performed via cellular phone, PDA, vehicles, laptops,
etc.
A standard mobile device has gone from being no more than a simple two-way pager to being a
cellular phone, a GPS navigation system, a web browser, and instant messenger system, a video
gaming system, ++
It includes the use of a variety of transmission media such as: radio wave, microwave, infra-red,
GPS and Bluetooth to allow for the transfer of data via voice, text, video, 2-dimensional barcodes,
++
Mobile Technology
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• Calls
• Text
• Web
• Apps
• Games
• Social Networking
• Music
• ++
Mobile Uses
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• Marketing
• Emergency notification systems
• Customer service
• Customer payments
• Inventory management
• Employee dispatching
• Travel directions
• Non-profit fundraising
• ++
Mobile Applications
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Is the mix of processing software that will provide your
• Customers with never fail choices to reach you
AND
• Staff with all the job tools they need
HAPPY EMPLOYEES MEANS HAPPY CUSTOMERS
Contact Center Technology Today
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Contact Center sets w/Visual Display
Headsets - Wireless
Agent / Supervisor Licenses
Virtual Assistant for all response query types
Simultaneous User licenses
IVR System
Speech Enabled IVR
Speech Recognition
Languages - Support for multiple languages
Internal Administration of IVR / IVA Self-Service
CTI Integration (Screen Pops) by Tel # and/or Account #
Wallboards or equivalent
Recorded Announcement Device
Reporting Standard and Custom
Silent Monitoring/Call Recording/Quality Management
Instant Messaging
Score Cards
Agent Screen Capture/Scrapes
Skills Based Routing
Speech Analytics
Co-Browsing
Last Agent
Workforce Management Software
Voice response queries/routing
E-mail response queries/routing
Chat response queries/routing
Video response queries/routing
SMS Text response queries/routing
Fax-on-Demand response queries/routing
Social Media response queries/routing
Virtual Hold/Scheduled Call Backs
Voice Queue "ETA"
Call Blending (in/outbound)
Post Call Survey
Outbound Dialer (Preview and/or Predictive)
InterQueue - Call routing by site
Softphone clients for Remote Agents (Home & Disaster
Recovery Sites)
Trunks (SIP)
Text to Speech
Speech to Text
Query (Context) integration to customer record
(software)
Query (Context) integration to customer record
Data Mining
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• Back to Basics
• Call your phone numbers
• Call Types/Reasons for calls
• Call Flow, Script, Routing
• Abandon Calls
• Reasons for “transfer out”
• Where are the “dead ends”
• Do you send customers to “Voice Mail”
• Features must have now vs. future
Voice
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• Interactive Voice Response
• Phone Tree Menu – Speech Recognition, Self Service + CTI, Live Agent + CTI
• Time in Queue/Call Backs
• Last Agent
• Interactive Virtual Assistant
• Self-Service
• Machine Learning
• Phases – easiest first
• Communicate and involve all Departments early in the process
• Reports
Voice Routing
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Self Service
Source: ICMI
91%
40% 45%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
CUSTOMER WOULD USE DIGITAL IF AVAILABLE AND
TAILORED TO THEM
CUSTOMERS WHO CALLCONTACT CENTER AFTER SELF-
SERVICE
LIKELY TO ABANDON DIGITALIF NO QUICK ANSWERS
TO QUESTIONS
DIGITAL SURVEY STATS
The Future of Contact Centers: What Technology Is Right for Your
Customers?
The Future of Contact Centers: What Technology Is Right for Your
Customers?
The Future of Contact Centers: What Technology Is Right for Your Customers?
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• High marks for its high completion rate, accuracy and vocabulary
• Customers only have to “register” once using their voice and voice patterns
are recorded on file for future transactions
• United Airlines: 97 % completion rate with speech recognition
• Numerous press options to gain flight information ( press “x” for flight information, then arrivals or
departures, day of flight they are checking, flight number, etc.)
• “I want to check an arrival flight for today. I don’t have the flight number.”
• 4 rounds of DTMF have been eliminated and customer effort and frustration have been reduced or
eliminated
Speech Recognition
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Know your customers and the services you want to showcase
• Do not make it difficult to reach a “live” agent
• Fewer options 4x4
• Simple direct words (not company jargon)
• For ____, Press “x”
• Self service: touch tone vs. speech recognition
• Be sure staff knows hidden options
• Use 2 methods for authentication
• Measure and track IVR performance and modify as needed
Standardize Phone Tree(s) – Open & Closed
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A post call survey should be used to capture the voice of the
customer
Provides feedback on
How well you are serving your customers
Perceived value of all programs
Ease of use of program components
Help improve the customer experience
Post Call Survey
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Right Customer to the Right Agent at the Right Time
Success depends on accurate:
• Planning and forecast (call volume and staffing)
• Agent skill definitions
• Base staff calculations
• Rostered (shrinkage)
SBR is NOT a substitute for good planning
Skills Based Routing
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• The purpose of a telephone system is to facilitate talk between a company and its
callers
• Voice mail has a growing reputation as a barrier to this communication rather an
aid
• The use of voice mail has enabled callers to demand the acceptance of their call
and the expectation is that you will respond immediately
• Whenever you invite a caller to leave a message, you should make the callback
within a reasonable time
• An acceptable time is generally within an hour unless you state otherwise in your voice
mail greeting.
Voice Mail
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Having an individual agent listen to and return voice mail calls presents many challenges
• ACD tracking is lost
• When do you take this agent “off of” answering inbound calls?
• Callers time in queue will increase
• Abandoned calls will increase
• 17% of all abandoned callers do not call back and you will experience lost revenue
• What happens if the caller is not available when the agent calls back?
• How many times do you try to leave a message?
• Do you reassign another agent to make the callback and how do you track?
• What if the caller has already called back and has had the reason for their call satisfied?
• What do you do on the day you experience an unexpected increase in call volume & more calls are going to VM?
• How do you schedule callbacks when you already do not have enough staff to answer incoming callers?
Voice Mail
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• Special Processing group - how many email conversations at one time
• Integration with Active Directory
• Reply time standards for customer inquiries (i.e., 1-hour, same day, 24
hours, 48 hours)
• Signature components – actual name vs. department name
• Vacation/out of the office message
• Standardized email responses for the various inquiry types
• Reports
Email Routing
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• Too much information
• Difficult to navigate for answers
• Customer Service – FAQs
• E-commerce
• Click options to route calls, emails, texts, chats, videos
• Reports
• Co-Browsing
Website
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• Outbound campaigns
• Upcoming event
• Appointment confirmation
• Product delivery delay
• Inbound responses
• Accept invitations
• Input authentication codes
• Accept new delivery date
• Reports
Text Routing
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• Offer a “click to chat” in your “Contact-us” tab
• Time frames to offer chat capability pop-ups
• Live Agent only – How many chat conversations at one time
• Virtual Assistant only
• Virtual Assistant to Live Agent
• Customer Print Capability
• Reports
Chat Routing
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• Routing to a Live Video Agent
• Collaboration
• Customers/product how to’s
• Doctor/Patient/Family
• Reports
Video Routing
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• Integration with “spider” software
• Special Processing group - how many email conversations at one time
• Positive/Negative Comments
• Ability to quickly respond
• Reports
Social Media Routing
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• Measure the degree a product or service meets a customer’s expectations
• Obtained from customer feedback surveys:
• Purchase of a product
• Interacts with service
• Experience with your company
• Sample questions:
• Were you satisfied with ____? (Yes or No)
• On a scale of 1-10, how satisfied are you with ____? (Yes or No?)
• How would you rate your satisfaction with ____? Unsatisfied, Somewhat Satisfied,
Very Satisfied, etc.)
Customer Satisfactions (CSat)
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• Measures customer experience
• Ask a question using a 0-10 rating scale
• On a scale 0 to 10, how likely is it that you would recommend our company
(product or service) to a friend, family member or colleague?
• 9 to 10 are Promoters (are loyal enthusiasts who will keep buying and refer others, fueling
growth)
• 7 to 8 are Passives (are satisfied, but unenthusiastic customers who are vulnerable to
competitive offerings)
• 0 to 6 are Detractors (are unhappy customers who can damage your brand and impede growth
through negative word-of-mouth)
Net Promoter Score (NPS)
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• Measures how much effort your customers have to exert in order to get
their issues resolved
• If their CES is high, it will likely affect your overall customer satisfaction in
a negative way
• Do not get confused
• A high CSat or NPS is good; however, a high CES is bad
Customer Effort (CES)
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ROI From Technology Improvements
INTELLIGENT
ROUTING
(IVR & SKILLS)
20%
IVR
SELF-SERVICE
15-30%
CTI
20%
26 Seconds off
Talk Time
(Authentication)
WORKFORCE
MANAGEMENT
4-20%
DIALER
10-300%
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• Project Manager
• Request for Proposal (RFP)
• Feature Matrix by vendor for Native, Optional, 3rd Party
• Day 1 features
• Phase 2, 3, etc.
• Stakeholders
• Kick-Off Meeting
• Project Plan
• Importance of the Request for Proposal (RFP) and the Statement of Work (SOW)
• Methods of Communications
• Plan for Contingencies
Project Management
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Customers Will Take Control of Their Journey
Internet of Things
Cloud Momentum
Chat Will Increase
Social Media as a Strategic Channel
Proof of Concept Implementation Phases
Sikorski’s Think Abouts
The Future of Contact Centers: What Technology Is Right for Your Customers?
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