graham brierton: voicesage at ecomm 09
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Graham Brierton
Chief Technology OfficerMarch 4th, eComm '09
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Radical CEBP
100% hosted web-based application
No upfront costs, no integration fees
Only charge for proven, delivered value
1000% growth from 2007 - 2008
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Lags and Drags:
Are major operational headaches
Are major costs
Are significant profit eaters
Can be fixed with solid CEBP
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Blended Mode Communication:
Voice
SMS
Instant Messaging
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1. Build the Interaction
Using VoiceSage
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2. Setup the Call
Using VoiceSage
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3. Analyse the Results
Using VoiceSage
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3. Analyse the Results – Instant Reporting
Using VoiceSage
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3. Analyse the Results – External Reporting
Using VoiceSage
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3. Analyse the Results – Deep Query Reporting
Using VoiceSage
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Measuring the Effect:
Metrics, metrics, metrics
Measurable business processes
Focus on lags and drags
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How to CEBP Like a Rock Star:
Identify a key business process
Improve a bottom line metric within it
Tie the metrics to individuals
Measure the actual total benefit
Turn your clients into raving groupies
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(One for everyone!)
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Case Study: Company 1
Interact: “Where's my stuff?” updates
Metric: Decrease calls to call centre
Metric: Increase centre productivity
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Case Study: Company 1, Process 2
Interact: Payment reminder call
Interact: Automated payment collection
Metric: Sales days outstanding
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Elephant One:
Payment and repurchase routine related
An unnoticed lag and drag
True cost includes next purchase delay
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Case Study: Company 2, Process 2
Interact: Payment reminder call
Interact: Automated payment collection
Metric: Sales days outstanding
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Elephant Two:
Internal measures of contact efficiency
Industry/segment comparisons
VoiceSage Verify: new customer filter
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The Future:
Growth of data as the market
Cost-recovery funding models
More dead elephants
More raving groupies
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Thank you!
Download this presentation:http://www.voicesage.com/ecomm09