1. The
service
&
experience
landscape:
Contact
Number,
Email
Address,
Short-­‐codes
Brand
iden3fica3on,
ease
of
use,
experien3al
benefits
Channels
IVR,
WEB,
Chat,
Retail,
etc.
Customer
iden3fica3on,
verifica3on,
Self
Service,
sales,
marke3ng,
capture
full
context
Rou>ng
Calls,
Emails,
Chats,
Tasks
Best
agent,
right
priority,
excep3ons
handling,
expecta3on
management,
call
backs,
re-­‐schedule,
sales,
marke3ng
Agent
Desktop
/
Workspace
Full
context,
contact
history,
screen
consolida3on,
single
sign
on,
channel
integra3on
(email,
text,
chat,
social
media,
outbound/inbound,
etc.)
Task
Distribu>on
and
Handling
Automa3c
and
dynamic
priori3za3on
and
alloca3on
of
tasks
and
work
items,
re-­‐alloca3on
of
tasks
and
work
items
per
SLA
Workforce
Op>miza>on
Recruitment,
training,
forecas3ng,
scheduling,
planning,
skills
assessment
and
analysis
and
management
of
workforce
Con>nuous
Improvement
Voice
of
customer,
speech
and
text
analy3cs,
mul3-­‐channel
interac3on
analy3cs,
monitoring
and
repor3ng
Customer
Vision,
strategy,
segment,
CVM,
channel
management,
target,
promise,
posi3on
Zaheer
Gilani,
Sr.
Principal
Business
Consultant
Customer
Journey
Strategy
CX
Delivery
Op3miza3on