Nice service to sales sales deck final

648 views

Published on

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
648
On SlideShare
0
From Embeds
0
Number of Embeds
31
Actions
Shares
0
Downloads
19
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Nice service to sales sales deck final

  1. 1. NICE SERVICE TO SALES August, 2013
  2. 2. Managing any Business is a Complex Operation The ultimate goal is to grow business 2
  3. 3. Increased Revenues from Inbound Interactions Realize the revenue potential of interactions you already have today 3
  4. 4. Challenges along the Way “But I just told you that I’m moving, weren’t you listening?!” “Try me again tomorrow, this is not a good time” Sale Customer Problem “Stop calling and spamming me” C USTOMER 4
  5. 5. Challenges along the Way Bigger Wallet Share Don’t own the contact center channel, have little influence on it Hard to run consistent and effective crosschannel campaigns M ARKETING Marketing Challenges 5
  6. 6. Challenges along the Way “How much talktime should I spend selling? I need to meet my Sale AHT goals” “I don’t know how to sell” Service “I don’t know what to offer” A GENT 6
  7. 7. Service-to-Sales: Fast Track to Increased Sales Fulfill the Order Order Automation Sale 4 Make an Offer Guided Selling 3 Select an Offer 2 1 Transition Guided Dialog 7 Next Best Offer
  8. 8. Service-to-Sales: Fast Track to Increased Sales Fulfill the Order Order Automation Sale 4 Make an Offer Guided Selling 3 Select an Offer 2 1 Transition Guided Dialog 8 Next Best Offer Agent Motivation Gamification
  9. 9. Demo or Link to Video
  10. 10. A Big Sales Opportunity in Inbound Interactions UPC 24% in conversion rate Insurance Provider ~$12K Insurance Provider 9M in annual incremental revenue Insurance Provider 11% Atento 10 in generated leads / agent / year 150% in annual incremental revenue in conversion rate
  11. 11. INSURANCE Revealing Context for a Smooth Transition WHAT • Context-aware Real-Time Customer-Agent Guided Dialog • Customer answers are unique inputs for Next Best Offer recalculation HOW • Real-Time Guidance: • Pre-defined conversations • Dynamic selection of questions • Offline Interaction Analytics driven 11 “May I ask if you’re renting or buying your new house?” “The house is mine” “Congratulations! We have great offers for homeowner insurances…”
  12. 12. Better Inputs Make Better Decisions WHAT • Contextual Real-Time NextBest-Offer recommendation, based on: • Guided Dialog Agent Profile Campaign Management, Predictive Models Interaction Analytics Desktop Monitoring Customer intent • • Real-Time Speech Analytics Agent profile Interaction context HOW • Unique Inputs: • • Desktop monitoring • Guided dialog • Offline analytics • Hybrid Real-Time Decisioning: • Real-time scoring • Real-time segmentation • 12 R EAL TIME SALES ENGINE Real-Time Speech Analytics Business rules Real-time Next Best Offer
  13. 13. TELCO Scale-up Agent Selling Performance WHAT • Context-aware Personalized Guided Selling: • Skill-based • Analytics driven • Offline Interaction Analytics best practices Dynamic Defined by marketing HOW Real-Time Guidance: • Contextual key selling points & rebuttal arguments • Active knowledge-push • Pulled from Knowledge Management Interaction Analytics-driven Offer fulfillment 13
  14. 14. INSURANCE Optimized Order Process WHAT Emails • Order process automation • Free up time to sell CRM • Reduce errors HOW Billing • Front-end integration technology Order fulfillment 14
  15. 15. Increasing Motivation with Gamification MOTIVATION We all desire status and acknowledgement ACHIEVEMENTS ACTIONS Badges, trophies, leaderboard, which increase motivation Agents are encouraged to turn service into sales interactions REWARDS Agents gain points according to pre-defined KPIs 15
  16. 16. On-going Sales Effectiveness Monitoring Sales Conversion Rate Successful sales / Attempts Missed Opportunities Measure cases where agents should have made an offer but did not Attempted Sales Objection Handling 16 Total attempts Failed attempts Measure how your agents handle customer objections to specific offers / products 16
  17. 17. Analytics-driven Scripting 1 Compare Practices of High Performing vs. Low Performing Agents 2 Identify terms and sentences used in bestselling offers 3 17 Implement successful Sales tactic scripts into Guided Selling callouts
  18. 18. Tying Insights Back to Performance Management 1 2 Identify which agents make the most offers 4 18 Categorize sales opportunities and success rates Coach agents on sales best practices to drive improvement 3 Compare practices of high performing vs. low performing agents
  19. 19. C ASE STUDIES 19
  20. 20. Case Studies: Telco One of the largest BPOs in the world BACKGROUND ? The subscriber inquires about the latest monthly bill NICE S2S gives a detailed account view including usage in excess of package limits S2S detects crosssell opportunities and calculates the NBO in RT SOLUTION Lowered the AHT from 12.5 to 5.7 min RESULTS Increased $4700 per seat / year
  21. 21. Case Studies: Telco European triple-play Telco provider Buyer: Corporate Marketing Ecosystem: BACKGROUND Guided Dialog RT scoring & decisioning, calculating NBO Order Automation SOLUTION 24% improvement in conversion rate RESULTS ROI in 6 months
  22. 22. Case Studies: Insurance A major US insurance company BACKGROUND NICE S2S gets customer info S2S detects crosssell opportunities and calculates the NBO in RT Guide the agent through the interaction SOLUTION 5% 11% 50% 3% Decrease in AHT Increase in auto policies sold during RTI pilot Increase in generated cross sell leads Increase in multi-product policies RESULTS Source: Presented by the customer at NICE annual users conference
  23. 23. The Value Proposition Generate additional revenues Improve agent performance Improve customer satisfaction 23 Leverage your assets: increase business from inbound Service interactions Align Marketing and Contact Center Drive behavior and align performance to business objectives Consistent and effective inbound campaigns across all channels
  24. 24. NICE, because…  Over 25 years of experience in Contact Center interactions Quick T ime D etect Context  Unique technology to capture the context of Customer interactions in Real Time to  Out of the box solutions  Easy integration H uman F actor E xpertise  Maximize revenue through:  driving behavior change  Providing personalized sales guidance and C ontact C enter E xpertise V alue 24 I ntent  Provide the Next Best Action
  25. 25. MAKE E VERY INTERACTION COUNT 25
  26. 26. THANK YOU 26
  27. 27. ADDITIONAL SLIDES 27
  28. 28. Design and Control – Sales Designer Application  Web-based Business User interface for Marketers and Analysts:  Offer management  Build and maintain business logic  Built-in logic and content 28
  29. 29. GAMIFICATION 29
  30. 30. Why Should You Care? PROBLEM SOLUTION RESULTS • Disengaged employees cost the average 1,000 agent contact center more than $2,000,000 every year • The percentage of “highly disengaged” employees has increased from 8% to 21% in a three year period Gamification drives engagement and makes work more interesting and productive for employees Companies deploying gamification techniques grow annual revenue and average deal size twice faster in comparison with non-users Sources: Customer Contact Council, 2011, Aberdeen Nov 2012 30
  31. 31. Gamification in a Sales Environment Gamification provides the ideal setting for healthy competition and internal recognition for positive performance There is a direct correlation between use of gamification and positive sales results 31 Source: Abardeen Group, Nov 2012
  32. 32. Gamification in the Contact Center “There is a clear fit for gamification in the contact center, where agent attrition rates are high, agents are unmotivated by repetitive tasks and new hires need to get up and running quickly. […] Gamification will be a growth market among contact centers.” [“OVUM, March 2013] 32
  33. 33. BANKING SLIDES 33
  34. 34. BANKING Revealing Context for a Smooth Transition WHAT • Context-aware Real-Time Customer-Agent Guided Dialog • Customer answers are unique inputs for Next Best Offer recalculation HOW • Real-Time Guidance: • Pre-defined conversations • Dynamic selection of questions • Offline Interaction Analyticsdriven 34 “May I ask the reason for the change? “I’m starting college” “Congratulations! We have great offers for student loans…”
  35. 35. BANKING Scale-up Agent Selling Performance WHAT Offline Interaction Analytics best practices • Context-aware Personalized Guided Selling: • Skill-based • Analytics driven • Dynamic Defined by marketing HOW Real-Time Guidance: • Contextual key selling points & rebuttal arguments • Active knowledge-push • Pulled from Knowledge Management Interaction Analytics-driven Offer fulfillment 35
  36. 36. BANKING Optimized Order Process WHAT Emails • Order process automation • Free up time to sell CRM • Reduce errors HOW Billing • Front-end integration technology Order fulfillment 36
  37. 37. INSURANCE SLIDES 37
  38. 38. INSURANCE Revealing Context for a Smooth Transition WHAT • Context-aware Real-Time Customer-Agent Guided Dialog • Customer answers are unique inputs for Next-Best-Offer recalculation HOW • Real-Time Guidance: • Pre-defined conversations • Dynamic selection of questions • Offline Interaction Analytics driven 38 “May I ask if you’re renting or buying your new house?” “The house is mine” “Congratulations! We have great offers for homeowner insurances…”
  39. 39. INSURANCE Scale-up Agent Selling Performance WHAT Offline Interaction Analytics best practices • Context-aware Personalized Guided Selling: • Skill-based • Analytics driven • Dynamic Defined by marketing HOW Real-Time Guidance: • Contextual key selling points & rebuttal arguments • Active knowledge-push • Pulled from Knowledge Management Interaction Analytics driven Offer fulfillment 39
  40. 40. INSURANCE Optimized Order Process WHAT Emails • Order process automation • Free up time to sell CRM • Reduce errors HOW Billing • Front-end integration technology Order fulfillment 40
  41. 41. TELCO SLIDES 41
  42. 42. TELCO Revealing Context for a Smooth Transition WHAT • Context-aware Real-Time Customer-Agent Guided Dialog • Customer answers are unique inputs for Next-Best-Offer recalculation HOW • Real-Time Guidance: • Pre-defined conversations • Dynamic selection of questions • Off-line Interaction Analytics driven 42 “May I ask what is the reason for the change? “Starting college” “Congratulations! We have great offers for long distance call to any family member…”
  43. 43. TELCO Scale-up Agent Selling Performance WHAT • Context-aware personalized Guided Selling: • Skill-based • Analytics-driven • Offline Interaction Analytics best practices Dynamic Defined by marketing HOW Real-Time Guidance: • Contextual key selling points & rebuttal arguments • Active knowledge-push • Pulled from Knowledge Management Interaction Analytics-driven Offer fulfillment 43
  44. 44. TELCO Optimized Order Process WHAT Emails • Order process automation • Free up time to sell CRM • Reduce errors HOW Billing • Front-end integration technology Order fulfillment 44

×