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Cloud Contact Center Software
The Future of Virtual Contact Centers
@RichardDumas, www. richarddumas.com
Richard Dumas, Director Product & Solution Marketing, Five9
The Future of Virtual Contact Centers
The Future of Work
You’ve seen the trends…
#Mobile #Social #Cloud
#Increasingly mobile workforce
Who values the ability to work from home
• Family friendly
• No Commute
• Cost Savings
• Flexibility > 10% raise
At-Home Agent Adoption (U.S.)
55.0%
45.0%At-Home AgentsNo At-Home Agents
*National Association of Call Centers
#Impact of social media
Why Social?
UAL baggage handlers destroyed Dave Carroll’s $3,500 Taylor guitarCarroll fought UAL for a year trying to get compensation
So Dan turned to
Consumers want to use their channel of choice
And would move to a competitor who offers it
Social is driving the need for higher quality and the tools to respond more effectively
#Shift to the cloud
*DMG Consulting15
Contact Centers Move to the Cloud
16
Cloud Contact Center Adoption
Many businesses use a distributed model
Automattic37SignalsGenuitecGitHubKalypso LPMCF Technology SolutionsProofHQTreehouseCopybloggerYouNeedABudgetStackExchange
MySQL GrantStreetSoftwareMillMozilla10upArt & Logic AsmallOrangeLullaBot AppendTo UniversalMind Basho
New Companies Established Companies
AetnaAccenture
AT&ACignaCisco
DeloitteFedExIBMIntel
McKessonUnited Health
While some are bringing employees back to the office
So why are some so successful while others can’t seem to make it work?
• The right people• The right motivation• The right incentives• The right process• The right technology
Now I’d like to tell you a story
About a company with…
• 100% At-Home Agents
• Source the BEST Agents
• Amazing Retention
• Higher Quality
• High Revenue per Call
• High Customer Satisfaction
The Men Behind NexRepFounders: Teddy Liaw, John Stewart, Patrick Mckenna
Not the real John Stewart
They had a great idea
• Build a virtual contact center
• Provide inbound & outbound call services
• Hire the best talent without geographic limitations
• Use agents who are already customers of clients
• Control costs by delivering services on-demand
Challenges:
• Rapid deployment of services
• Scaling based on client demand
• Flexibility to pay as contracts are signed
• Recruiting, Training, Managing &
Retaining Agents
• Call routing to skilled, remote agents
• Remote supervision
But how to succeed with existing technology?
• Upfront hardware/software costs
• Slow deployment
• Long upgrade cycles
• Perpetual licenses
• Maintenance costs
• Can’t scale on-demand
• Pay in advance
• Agents tied to physical contact centers
The second great idea!
Use the Cloud:• Pay as you go• No capital expense• No hardware or software $$ • Automatic upgrades• Deploy in days or weeks• Scale up or down as needed• Focus on customer experience• No hidden fees• No maintenance• Agents anywhere
NexRep Success
According to CEO Teddy Liaw, “With Five9, we have literally been doubling our year-over-year revenue.”
NexRep delivers 30+% more revenue per call opportunity than competitors
90% retention rate for agents who stay over 1 month
How did they do it?
1) NexRep Signs a New Customer
2) NexRep Recruits At-Home Agents Across US
3) Five9 Provisions New Agent Seats
4) NexRep Sets Up Customer Campaigns
4) NexRep Sets Up Customer Campaigns
Add Agents
Create Skill Groups
Upload Lists
Create Call Flows
4) Agents Login From Home
• Place Outbound Calls• Take Inbound Calls• Get Coaching from
Supervisors• Disposition Calls• Upsell & Cross Sell
5) Supervisors Monitor & Coach from Home
NexRep’s Secrets to Success
1. Hire qualified, motivated agents2. Focus on certification and skills3. Coaching & communication is critical4. Create clear performance expectations5. Design proper incentives6. Record 100% of calls7. Created a virtual community8. Choose a solid technical foundation
The Leader in Cloud Contact Center
12 years of cloud contact center experience
500+ employees
1,900+ customers (5 continents)
30,000+ concurrent seats
3bn+ calls per year
~50% CAGR (2008 – 2012)
Annual Revenue
Five9’s Comprehensive SolutionMatches every interaction with the appropriate resource
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Five9 SoCoCare
Social Engagement for Customer Care
• Filters & prioritizes social posts• Eliminates non-actionable posts
from agent queues • Arms agents with tools to
enhance productivity & solve problems
• Provides advanced social reporting, analytics & KPI capabilities
How Five9 SoCoCare Works
Cluster
Priority
Auto-disposition
1. NLP – SPAM Elimination
2. NLP – Sentiment, Cluster, Trending Topic
3. Business Rules
4. Route to Agent
5. Interaction
6. Analytics
Tag
The Future of Virtual Contact Centers Empowers You To…
Hire The Best Boost Retention
Reduce Absenteeism Cut Costs
Improve Productivity Improve Quality