contact center of the future…today · contact center member of the sctc (past president and board...
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EE and Associates
Navigating Disruption – Empowering Change
Contact Center of the Future…Today
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Beth English, EE and Associates
Independent, Vendor-Neutral Consultancy
US-Based with Strategic Global Partners around the Globe
Enterprise and Multi-National Clients
Strategic Planning, Roadmap, Procurement through Implementation
Cloud Transformation
Unified Communications
Contact Center
Member of the SCTC (Past President and Board Member)
240-238-5598 (DC Metro) www.eeandassociates.com 805-275-2457 (California)
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Society of Communications Technology Consultants
A professional network of experienced, vendor independent, vetted consultants has extensive knowledge and expertise to guide organizations to optimal solutions
SCTC consultants are:
• Experts in their field, thoroughly vetted by the SCTC.
• Part of a powerful network of consultants, able to form teams on demand with the right expertise for each project.
• Vendor-independent, delivering unbiased, client-focused recommendations.
http://www.sctcconsultants.orgStand H125
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Introduction
This Photo by Unknown Author is licensed under CC BY-SA
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Why Omni Channel
BUSINESS THAT HAVE ADOPTED AN OMNICHANNEL STRATEGY SHOW A 91% YEAR-OVER-YEAR INCREASE IN CLIENT RETENTION RATES COMPARED TO THOSE THAT
HAVE NOT
REDUCING THE CONFUSION OF DIFFERENT MESSAGES ACROSS MULTIPLE ENGAGEMENT CHANNELS IS A KEY
ATTRIBUTE IN RETAINING CUSTOMERS
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Multi-Channel
Offers different ways for customer to interact
PC, Tablet, Smart TV, Mobile phone, text, web, phone call
Experience is not consistent across each channel
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Omni-Channel
Consistent relationship and message across all channels
Can use more than one channel simultaneously
Can switch between channels without interruption
Seamlessly delivering a consistent experience across all channels is challenging
Customer loyalty increases through a well-executed omnichannel program
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Agent Augmentation
C U S T O M E R E X P E R I E N C E
Live conversation
Live TranscriptionLive Intent Annotation
TranscriptionSummarizationCall Recording
Customer SentimentAgent Behavior
Automated WorkflowsNext Best Action
APICRM & APPs
Traditional speech analytics is a post call, back office process that uses yesterday’s data to change tomorrow’s actions. ACI brings speech analytics into the moment to change call outcomes now!
Agent Efficiency• 50% ACW reduction• Lower agent costs• Reduced Errors
Live Monitoring and Coaching• See 100% of the calls• Accelerate customer experience• Insights for free
Compliance• Complete coverage• Supervision on demand• Full visibility
With Avaya Conversational Intelligence
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Retail Call Queuing
“Press 1 for bathtubs” Bathtub experts across all stores are
calledSystem tries local store first, then…
Caller rings in:
▪ Use distributed experts most efficiently
▪ Call center without a center
▪ Experts log in and out
▪ Management gets contact center reporting
70 Store Plumbing Supply Company
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Question:
What is the most critical, overlooked element of a successful Contact Center deployment?
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Are Chatbots Evil Incarnate?
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With the prevalence of mobile and remote workers, what ways are you seeing customers address the E911 issue?
This Photo by Unknown Author is licensed under CC BY-SA
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Describe the role of the developer in Contact Center
• How important is it?
• Is it becoming more important?
• Why?
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Questions?
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Thank you
Elizabeth English, Founder and Principal
EE and Associates
Navigating Disruption-Empowering Change
www.eendassociates.com
240-238-5598