Driving Agent Productivity in the
Contact Center
Michael Ramsey,
Sr. Director Service Cloud
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Michael Ramsey
Sr. Director Service Cloud
Hard to Be Productive with Outdated Tools
Avge. Handle Time 54%
Agents must use multiple
sources to answer
customer inquiries
Unproductive Agents
Multiple applications and screens
Not connected to back-office
No single knowledge source
No collaboration
Source: Forrester Study
Service Agent Desktop
Drive Agent Productivity with the Service Cloud
Contextual
Knowledge
Universal Agent
Desktop
Collaborative
Case Management
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
Pinned List Views
CTI 4.0
Push Notifications
Contextual Detail Components
Suggested Knowledge
Integration Toolkit JavaScript API
Navigation Tab
Highlight Panel
Interaction Log
Hot Keys
Push Notification API
Cross Domain JavaScript API
Save User Session Context
Open CTI
Live Agent
Global Event Model
Application Components
Contextual Workspace Components
Bookmark-able URLs
Custom Logos
Service Cloud Console
Case Feed (GA)
Email Publisher
Portal Publisher
Activity Publisher
Case Status Publisher
Enhanced Suggested Knowledge
Quick Text
Visual Force Email Publisher
Visual Force Portal Publisher
Visual Force Status Publisher
Visual Force Activity Publisher
Email Thread Merge Field
Case Teams Reporting
Custom Publishers
Community Publisher
Chat Transcript Feed Items
Social Post Feed Items
Email Drafts and Approvals
Smart Email Templates
Updated Look and Feel
New Declarative Setup Options
Collaborative Case Management
Universal Agent Desktop
Cloud CTI
Back-office Integration
Contextual Components
Pinned Lists
Push Notifications
Keyboard Shortcuts
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
increase in agent productivity
+36% Any Modern Browser Any Platform
Universal Agent Desktop
Cloud CTI
Back-office Integration
Contextual Components
Pinned Lists
Push Notifications
Keyboard Shortcuts
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
increase in agent productivity
+36%
Universal Agent Desktop
Cloud CTI
Back-office Integration
Contextual Components
Pinned Lists
Push Notifications
Keyboard Shortcuts
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
increase in agent productivity
+36%
Universal Agent Desktop
Cloud CTI
Back-office Integration
Contextual Components
Pinned Lists
Push Notifications
Keyboard Shortcuts
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
increase in agent productivity
+36%
Universal Agent Desktop
Cloud CTI
Back-office Integration
Contextual Components
Pinned Lists
Push Notifications
Keyboard Shortcuts
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
increase in agent productivity
+36%
Universal Agent Desktop
Cloud CTI
Back-office Integration
Contextual Components
Pinned Lists
Push Notifications
Keyboard Shortcuts
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
increase in agent productivity
+36%
Collaborative Case Management
Multi-Channel Publishers
Unified Case Feed
Agent Collaboration
Suggested Knowledge
Quick Text
Smart Templates
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
increase in agent productivity
+36%
Collaborative Case Management
Multi-Channel Publishers
Unified Case Feed
Agent Collaboration
Suggested Knowledge
Quick Text
Smart Templates
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
increase in agent productivity
+36%
Collaborative Case Management
Multi-Channel Publishers
Unified Case Feed
Agent Collaboration
Suggested Knowledge
Quick Text
Smart Templates
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
increase in agent productivity
+36%
Collaborative Case Management
Multi-Channel Publishers
Unified Case Feed
Agent Collaboration
Suggested Knowledge
Quick Text
Smart Templates
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
+36% increase in agent productivity
Collaborative Case Management
Multi-Channel Publishers
Unified Case Feed
Agent Collaboration
Suggested Knowledge
Quick Text
Smart Templates
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
+36% increase in agent productivity
Collaborative Case Management
Multi-Channel Publishers
Unified Case Feed
Agent Collaboration
Suggested Knowledge
Quick Text
Smart Templates
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
+36% increase in agent productivity
Joe Kipping
Sr. Manager, Service Delivery
Solutions
Console View
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
Header Information
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
Other Cases, Attachments & Histogram
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
Consolidated Audit & Notes History
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
Quick Edit Pane
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
Bobby Buntin
Manager, Deloitte Consulting LLP
@BobbyBuntin
All about Deloitte
Deloitte is the world’s largest private professional services
organization with US$26.6 billion revenue in FY 2009/2010.
Deloitte has approximately 170,000 people spread across
150 locations worldwide.
More than 80 Certified Service Cloud Consultants spread across US, EMEA
and Asia (300 Salesforce certified practitioners globally)
Strong relationship with key technology partners in service cloud ecosystem
such as ServiceMax, Boomi, Radian6, BigMachines, and InContact
Experienced practitioners with Global Contact Center expertise, strong
Salseforce.com implementation track record, and knowledge of service
industry best practices
Usability in the Enterprise
Image source: Office 2007 Ribbon Saga http://facets.datamanagementsolutions.biz/2008/03/office-2007-ribbon-saga.html
29
Dimensions of CRM Usability
The Usability Wheel
Usability Wheel: Storyboarding Example
Usability Wheel: Wireframe Sample
Designing for the Console
• Leverage mini-layouts to maximize what you can fit in the highlights panel
• Make the most of built-in “hover” capabilities
• Be cautious of “over-componentizing”
Designing for the Console
• Use the footer for
“quick access” such
as:
• Queue views
• Announcements
• Notepad
• Help Button
• (Demo available)
Usability: Key Points to Take Home
Users now expect look and feel of consumer application
Mobile is revolutionizing all industries
Agile principles make design process effective
Embed the user in the process
It can never be too easy or too fast
Michael Ramsey
Sr. Director Service Cloud,
@mj_ramsey
Joe Kipping
Sr. Manager Service Delivery
Bobby Buntin
Deloitte Consulting LLP
@bobbybuntin
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