the collaborative contact centre
TRANSCRIPT
© 2010 ShoreTel, Inc. All rights reserved worldwide. 04/18/202304/18/2023
Complexity Slows
Business
Some themes for today’s session
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Human latency slows things down
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Communications Enabled Business Process
CEBPRemoving human latency from the
business process
© 2010 ShoreTel, Inc. All rights reserved worldwide. 04/18/202304/18/2023
50% less calls through Call Centres in 5 years time?
Death of the Voice Centric Contact Centre
© 2010 ShoreTel, Inc. All rights reserved worldwide. 04/18/202304/18/2023 7
More Collaborative communications means
• Simplicity• Productivity• Low TCO
Revenue
Costs
• Collaborativecommunities
• IncreasedOpportunity
Agility
© 2010 ShoreTel, Inc. All rights reserved worldwide. 04/18/202304/18/2023 8
The Challenge in the Phone Centric World
• Skill retention• Downtime• Time to repair• Speed of change
• Longer Calls• Unhappy Customers• Non-productive time
Complexity
Revenue
Costs
11 © MZA Ltd. 2010The Contact Centre Forecast
‘The European Telecommunications Market’
Market Analysis
85% 84%
82% 80% 77% 75% 72% 68% 65%
15% 16%
18%20% 23% 25% 28% 32% 35%
2007 2008 2009 2010 2011 2012 2013 2014 2015
Single Media Multimedia Equipped
223216
Contact Centre Agent Market Single Media v Multimedia Equipped
000s Agents
164
218
191180
201209 214
UK
12 © MZA Ltd. 2010The Contact Centre Forecast
‘The European Telecommunications Market’
Contact Centre – Market TrendsC
on
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Cen
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end
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As the economy started to show signs of a recover in 2010, reducing costs and maximizing employee productivity and efficiency while gaining a competitive edge continue be to high on many organisations agenda
Economic Downturn
To ensure that customers are dealt with in the most efficient manner, contact centre vendors are incorporating UC technologies such as instant messaging within their contact centre solutions. This gives agents access to skilled workers within the organisation that are not part of the formal contact centre to ensure first contact resolution.
UC Integration
Remote Workers
Contact centre organisations are increasingly demanding the ability to be able to have employees work from home and remote location which can lead to cost saving for the organisation and better work-life balance for employees
Agent Productivity
With organisations looking to improve productivity of their agents in the difficult/challenging economic climate, workforce management (WFM) applications are allowing companies to maximise the efficiency of agents within their contact centres
13 © MZA Ltd. 2010The Contact Centre Forecast
‘The European Telecommunications Market’
Contact Centre – Market TrendsC
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Cen
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In a worsening economic environment with less new customers available, organisations are looking to retain existing customers to develop future business where a high level of customer services is essential. In addition, organisations are looking to attract new customers where a high level of customer service can differentiate from the competition. Contact centres provide a key tool to achieve both of these goals.
Customer Retention and
Generation
As e-commerce continues to grow, contact centres are having to deal with various different communication mediums such as e-mail and web-chat. The recent increase in Web 2.0 applications/sites such as Facebook and Twitter is creating demand for new mediums of communication within the contact centre.
Multimedia Contacts
Back Office Integration
Organisations have started to use contact centre technology within back office environments to effectively deal with media not traditionally handled by the contact centre such as white mail
Cost Reduction
As organisations try to remove costs from their contact centre, they are looking to self-service applications such as IVR/Voice Portals to reduce the need for live agents and further automate processes for the customer. Organisations have to carefully analyse which contacts can be effectively handled by an automated solution to ensure high levels of customer satisfaction are maintained.
14 © MZA Ltd. 2010The Contact Centre Forecast
‘The European Telecommunications Market’
Multimedia Contact Centre – Market Trends
Customer expectations have changed – email is now a standard form of contact and as broadband becomes increasingly adopted this will drive the requirements for web interaction
Different generations are used to communicating via different channels. For example, one generation may regard voice as the chief means of communicating with a contact centre, whereas others may consider social media (e.g. Twitter and Facebook) as the chief means of communicating.
Mu
ltim
edia
Co
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ct C
entr
e –
Mar
ket
Tren
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Customer Expectations
Generational Shift
Video Communication
The advent of 3 and 4G technologies (mobile handsets) is expected to initiate/drive this type of communication between customers and centres/agents throughout the projection period
Customer Satisfaction
The contact centre is a critical communication point between the customer and the organisation. Through utilising multimedia capabilities effectively, organisations are able to sustain/increase customer satisfaction/retention.
It is/would be difficult to manage homeworking agents effectively
Contact centre’s experience of using homeworkers
Source: ContactBabel UK Contact Centre’s Decision-Makers’ Guide, 2009
© 2010 ShoreTel, Inc. All rights reserved worldwide. 04/18/202304/18/2023
VoiceUnified
Messaging
Presence and IM
Video
Business Processes
Office AppsIntegration
Mobility
Home
OfficeMobile Hotel
Contact Centre
ConferencingWeb
Collaboration
Deliver the Same Unified Comms Functionality Anywhere !
© 2009 ShoreTel, Inc. All rights reserved worldwide.
ShoreWare Director
ShoreWareCall Manager
ShoreWareCall Manager
PSTN
Third PartyPBX
PSTN
Third PartyVoicemail
Third Party Phones
ShoreGear T1k
EnterpriseContact Center
Converged Conferencing
Applications•Voicemail•Auto Attendant•System Administration
VPN Concentrator
AnalogPhone
ShoreWareMobile CallManager
Options:•Office Anywhere•SoftPhone
PSTN
ShorePhone•ShoreTel VPN Phone
ShoreGear 90BRiShoreGear 220E1
ShoreGear 220T1ShoreGear 90ShoreGear 50
ShorePhone
ShorePhone
IP WAN
Applications•Voicemail•Auto Attendant
EnterpriseContact Center
PSTN
Virtual Contact Center – Architecture is Everything!
© 2009 ShoreTel, Inc. All rights reserved worldwide.
Manage the Experience
In any customer interaction, there are eight key stages where the opportunity exists to fundamentally impact the quality of the experience.
© 2009 ShoreTel, Inc. All rights reserved worldwide.
Best Practice - All In One Solution
• Base package comes with all functionality
• No expensive upgrades to add web chat, email or outbound
• Built in IVR engine for self service
• Built in Outbound Dialer for preview / progressive campaigns
• Single management interface
• Single reporting engine
• All features can run in a single server
• Integration to ERP / CRM + Social Analytics
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© 2009 ShoreTel, Inc. All rights reserved worldwide.
End-to-End Solution for Effective Customers
Service
Business Rules
Agent Tools
Measurements
Management
ShoreTel’s End-to-End Solution
© 2009 ShoreTel, Inc. All rights reserved worldwide.
Unified Desktop to Support FCR
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• Single client for all users in the system
• IM, Video, Chat, Call history, directory, video, conferencing, presence
• All CC functionality accessible through the client
• Simple yet powerful application for remote agents
• Reduced training, friendly interface – don’t treat your agents separately
“A unique advantage of the ShoreTel Contact Center solution is in its ability to integrate remote agents on the fly to help meet a surge in traffic. During public health panics like the recent peanut butter recall, our traffic more than tripled. ShoreTel lets us handle these kinds of spikes more easily since our poison specialists can login to the poison center and answer calls from home using their regular phone lines and respond quickly to concerned residents.” - Dr. Robert J. Geller, Medical Director, Georgia Poison Control
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Reporting – Sophisticated yet Simple
• Extensive Statistical reporting
• Built-in – Crystal Reports not required
• Numerous statistics for reporting – agents, groups, DNIS, wrap codes, work codes, IVR usage, campaigns, abandon logs etc.
• No database programming
• Create your own formulas
• Agent Manager
• Updates every second, role based
• Extensive real-time views
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© 2009 ShoreTel, Inc. All rights reserved worldwide.
Enterprise Contact Center – Cure for the Complex Call Center
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© 2010 ShoreTel, Inc. All rights reserved worldwide. 04/18/202304/18/2023
Social Analytics is the Key to Pulling Information into the CC
• 30% of enterprises will introduce a social media strategy to assist with corporate brand management and customer satisfaction perception
BUT WHY BOTHER?
• New Sales opportunities
• Customer Support – expected medium
• Channels monitoring – internal & external
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© 2010 ShoreTel, Inc. All rights reserved worldwide. 04/18/202304/18/2023
Process Flow for Social Media in Contact Centre
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Customer
Social Media
Social Analytics Layer
CRM / ERP
Contact Centre Agent
© 2010 ShoreTel, Inc. All rights reserved worldwide.
Best of Breed Social Analytics
CRM / ERP
© 2010 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel Open Integration
Open Integration
• Enterprise applications seamlessly integrate into the system
• Out-of-the-box implementation
• User productivity & efficiency greatly enhanced
• Open API for custom integrations
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The Key Advantages of the Social Layer + CC
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The Key Advantages of the Social Layer + CC
© 2009 ShoreTel, Inc. All rights reserved worldwide.
Consumer Credit Counselling Service - CCCS
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“We are seeing how UC & contact centre technologies are really making a difference in giving faster, more effective advice to our 500,000+ callers each year - in what is a stressful situation.”Gordon BellCEO
Challenge
• CCCS, the UK’s leading debt charity had outgrown its 10+ communication systems & needed consolidation
Solution
• Shoretel’s UC & contact centre system supports new client contact process & faster resolution
Benefits• UC/contact centre:
• Enables ‘warm transfer’ customer service via ‘presence & skills-based routing’
• Slashes counsellor appointment process from 2 days to under 2 hours
• Intuitive management reporting helps CCCS better manage resourcing
• 40% of client enquiries being resolved on their first call’ vs. 5% beforehand