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EE and Associates
Navigating Disruption – Empowering Change
Contact Center of the Future…Today
Beth English, EE and Associates
Independent, Vendor-Neutral Consultancy
US-Based with Strategic Global Partners around the Globe
Enterprise and Multi-National Clients
Strategic Planning, Roadmap, Procurement through Implementation
Cloud Transformation
Unified Communications
Contact Center
Member of the SCTC (Past President and Board Member)
240-238-5598 (DC Metro) www.eeandassociates.com 805-275-2457 (California)
Society of Communications Technology Consultants
A professional network of experienced, vendor independent, vetted consultants has extensive knowledge and expertise to guide organizations to optimal solutions
SCTC consultants are:
• Experts in their field, thoroughly vetted by the SCTC.
• Part of a powerful network of consultants, able to form teams on demand with the right expertise for each project.
• Vendor-independent, delivering unbiased, client-focused recommendations.
http://www.sctcconsultants.orgStand H125
Introduction
This Photo by Unknown Author is licensed under CC BY-SA
Why Omni Channel
BUSINESS THAT HAVE ADOPTED AN OMNICHANNEL STRATEGY SHOW A 91% YEAR-OVER-YEAR INCREASE IN CLIENT RETENTION RATES COMPARED TO THOSE THAT
HAVE NOT
REDUCING THE CONFUSION OF DIFFERENT MESSAGES ACROSS MULTIPLE ENGAGEMENT CHANNELS IS A KEY
ATTRIBUTE IN RETAINING CUSTOMERS
Multi-Channel
Offers different ways for customer to interact
PC, Tablet, Smart TV, Mobile phone, text, web, phone call
Experience is not consistent across each channel
Omni-Channel
Consistent relationship and message across all channels
Can use more than one channel simultaneously
Can switch between channels without interruption
Seamlessly delivering a consistent experience across all channels is challenging
Customer loyalty increases through a well-executed omnichannel program
Agent Augmentation
C U S T O M E R E X P E R I E N C E
Live conversation
Live TranscriptionLive Intent Annotation
TranscriptionSummarizationCall Recording
Customer SentimentAgent Behavior
Automated WorkflowsNext Best Action
APICRM & APPs
Traditional speech analytics is a post call, back office process that uses yesterday’s data to change tomorrow’s actions. ACI brings speech analytics into the moment to change call outcomes now!
Agent Efficiency• 50% ACW reduction• Lower agent costs• Reduced Errors
Live Monitoring and Coaching• See 100% of the calls• Accelerate customer experience• Insights for free
Compliance• Complete coverage• Supervision on demand• Full visibility
With Avaya Conversational Intelligence
Retail Call Queuing
“Press 1 for bathtubs” Bathtub experts across all stores are
calledSystem tries local store first, then…
Caller rings in:
▪ Use distributed experts most efficiently
▪ Call center without a center
▪ Experts log in and out
▪ Management gets contact center reporting
70 Store Plumbing Supply Company
Question:
What is the most critical, overlooked element of a successful Contact Center deployment?
Are Chatbots Evil Incarnate?
With the prevalence of mobile and remote workers, what ways are you seeing customers address the E911 issue?
This Photo by Unknown Author is licensed under CC BY-SA
Describe the role of the developer in Contact Center
• How important is it?
• Is it becoming more important?
• Why?
Questions?
Thank you
Elizabeth English, Founder and Principal
EE and Associates
Navigating Disruption-Empowering Change
www.eendassociates.com
240-238-5598