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Visit aspect.com to learn how we can help you with solutions like these.
needs are resolved
May span multiple channels or devices until the customer’s
Technologies in the Contact Center that Drive
weet uccess Leverage the right analytical tools:
4 out of 5 companies have enough customer data but don’t know how to use it effectively.
Social media monitoring
Customer analytics
Customer experience
Knowledge management
Search engine optimization
Data quality / integration
Content management
Social collaboration/
Contact centers incorporating agent desktop optimization drive 82% greater annual increase in agent productivity.
Look for the hidden cost of poorly optimized agent desktops.
Assuming that a contact center with 300 seats is paying $30,000 for the annual salary of each agent:
$2.34 million annually
$1.26 million annually
engagement tools
management (CEM)
77%69%
63%46%63%45%63%47%61%37%
58%38%
56%35%
59%32%
All Others Best In Class
Businesses gain91% greater
year-over-year client retention with omni-channel CEM.
26% of agents’ time spent looking for unnecessary information would cost:
14% of agents’ time spent looking for unnecessary information would cost:
Minkara, O. (March 2014.) State of the CEM Market 2014
Minkara, O. (Oct. 2013.) Next-Generation Agent Desktop
Minkara, O. (Oct. 2013.) Omni-Channel Customer Care
AberdeenGroupFind your sweet spot with contact center technology.
Works Cited:
Next-Generation CRM
Only 30% of businesses currently have a formal strategy in place to create a single view of all customer interaction data.
Agent Desktop Optimization
Omni-Channel CEM
Best-in-class companies use technology more widely than peers:
Ability to detect andaddress customer needs seamlessly within a single interaction
63% of best-in-class companies have rapidly
adapted to multi-channel and multi-touch
business environments.
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sweet-success-print85x14.pdf 1 4/3/2014 8:25:15 AM