Embed Size (px)
Citation preview
Customer-Focused Strategy, Operations and Technology
The Future of Inbound and Outbound Contact Center
April 28, 2010
Donna Fluss, President
AgendaAgendaAgendaAgenda
• Contact center trends and challenges
T h l d hit t f i b d• Technology and architecture for inbound and outbound solutions
• Analytically-oriented contact centers
• The contact center of the future
Copyright 2010 DMG Consulting LLC 1
Global Trends• Unified Communications is the future of
inbound contact center technologyIncreasing se of self ser ice/IVR is a top• Increasing use of self-service/IVR is a top enterprise goal
• Hosting/SaaS has crossed into theHosting/SaaS has crossed into the mainstream contact center world
• Blended multi-channel, inbound/outbound contact centers are finally becoming real
• Proactive Customer Care is increasingly an essential element of an enterprise customeressential element of an enterprise customer experience strategy
• Analytics is helping contact centers become
Copyright 2010 DMG Consulting LLC 2
a yt cs s e p g co tact ce te s beco eessential corporate players
Enterprise Role of Contact Centers
Channels
Calls eMails SelfService
Mobile(self-service)
Blogs Rss Feeds
BulletinBoards
IM/Chat Video
Inquiries Revenue Sales & Mktg. O t iti General Co Customer
Contact Center
ProblemsTransactions
Generation Opportunitiesand Challenges
General Co.Feedback Analytics
Executive Suite
Business Units
Sales Marketing Operations Fulfillment MFC
Copyright 2010 DMG Consulting LLC 33
Contact Center Technology & Applications
Management Systems
IM/ChatMobileFaxEmailWebVoiceSocialMedia
Surveying
eLearn/Coach
WFM
Quality Mgmt
Speech Analytics
Desktop Analytics
Recording
Perform Mgmt
Text Analytics
Management SystemsEnabling/
Common Apps.
Middleware
ServicingApplications
CRM SuitesWFMDesktop AnalyticsText Analytics
VoIP/SIP/UCCTI
TelephonyCore Systems
Workflow
Integration
Sec rit
Cust Svc Apps
Telesales/Telemktg
Campaign Mgt Sys
Universal Queue
Messaging
CTI
Dialer
Network Mgmt
ACD
IVR/Speech Rec
Security
Databases
Data Marts
Help Desk
Collections
Field Svc
ERMs
Collaboration
V i V if
eService Suite
Chat/IM
L tt W iti
KM
WSS
S i ti
Supporting Systems Config Engine
Mktg Encyclop
Content Mgt
Field Svc & Dispatch
SFA
Copyright 2010 DMG Consulting LLC 44
Voice VerifLetter WritingScripting Content MgtERP
Unified Communications FrameworkEnterprise Applications
CRMCRM Desktop Productivity SuiteDesktop Productivity Suite ERPERP OthersOthers
Video Conferencinges ces
Enterprise Applications
Mobile Voice
Video Conferencing
Text to Speech
SMS
ion
Serv
ice
atio
n Se
rvic
IM/Chat
Text to Speech Speech to Text
Voice Mail Presence
mm
unic
ati
Com
mun
ica
al-ti
me
Co
-Rea
l-tim
e C
FaxConferencing
Desktop Sharing/Collaboration
ChannelsContact Center PBX eMail Server IM Server Mobile Server
Re
Non
-
Copyright 2010 DMG Consulting LLC 5
VoIP/SIP Foundation Layer
Contact Center PBX eMail Server IM Server Mobile Server
Contact Center Topology
CRM/sales/servicingWorkflowKMSearch
eLearningCoachingScriptingWeb cra ling
App Servers
Gateway Servers
Internet backbone
Web ServersSearchRecordingQAWFM
Web crawlingOtherSecurity
IPOther
Unified Communications Servers
Speech
Analytics App ServersDatabasesCRM repository
DB ServersPresenceInbound/outbound PBXeMailChatIM
FaxVideoSMSACDDi l
Unified Communications Servers
pReal-timeWebCustomer valueCustomer feedbackPredictiveCCPM
CRM repositoryKBMarketing data warehouseBI dataSecurity
IMCollaborationMessaging
DialerIVR Security
Copyright 2010 DMG Consulting LLC 66
CCPMSecurity
Reducing Agent Traffic with Self-Service
Touch-Tone IVR
Speech-Enabled IVR
Web Self-ServiceIVR Enabled IVR Service
Productivity Productivity ProductivityProductivity Improvements
Productivity Improvements
Revenue Generation
Productivity Improvements
Revenue GenerationGeneration
Outstanding Customer
Experience
Generation Outstanding
Customer Experience
BENEFITS
p
Branding Branding Complex Activities
Copyright 2010 DMG Consulting LLC 7
BENEFITS Activities
The Evolution of Outbound
Multi-ChannelEngagement
RelationshipDialingBlind Dialing
Analytics-Empowered Engagement
The FutureThe Past The Present
Copyright 2010 DMG Consulting LLC 8
Outbound Systems Building BlocksCh l
MethodSal
es
ss
ChannelsCalls SMS Email Fax
Speech Recognition DTMF
Insi
de S
Oth
er Repor
Human Assisted IVR
catio
nsca
tions
Manag
ManagOutbound Blended Inbound
esal
es
er
Car
e
rting Ag A
pplic
g A
pplic em
ent em
ent
Dialing CapabilitiesPredictive Progressive Preview
ons
T
elC
usto
me A
nalytics
O ti i tiervi
cing
ervi
cing
SystemSystem
Campaign Management SoftwareList Mgmt Scripting Reg Compliance Fulfillment
ToolsRight-Time-To-Call Answer Machine Detect WFM
Col
lect
io OptimizationSeSem
sm
s
Copyright 2010 DMG Consulting LLC 9
ToolsAPIs Adapters
The Future: Analytics-Empowered Outbound EngagementOutbound Engagement
-- BENEFITS BENEFITS --
Outbound
- ANALYTICS -Increased sales or Increased sales or collections collections Increased sales or Increased sales or collections collections
Program
- Right-Time-to-Call
Transactions
Customer
Predictive Decreased expenses Decreased expenses (agent, communications, (agent, communications, equipment, etc.)equipment, etc.)
Increased customerIncreased customer
Decreased expenses Decreased expenses (agent, communications, (agent, communications, equipment, etc.)equipment, etc.)
Increased customerIncreased customer
gParameters
g- Best Channel- Optimal Offer/
Collections Approach
Agent Profiles &
f
Value Increased customer Increased customer satisfactionsatisfaction
Increased customer Increased customer retentionretention
Increased customer Increased customer satisfactionsatisfaction
Increased customer Increased customer retentionretention
CallsEmailsSMSApproach
- Ideal agent profileMkt. Data
Warehouse
PerformImproved agent retention Improved agent retention
Enhanced brand Enhanced brand
Improved agent retention Improved agent retention
Enhanced brand Enhanced brand
SMSIVR
Other
Copyright 2010 DMG Consulting LLC 10
Greater profitability Greater profitability Greater profitability Greater profitability
Proactive Customer CareReorder Reminders P i ti R fill
Out
stan
ding
Welcome CallsLoyalty Calls
Special Occasion CallsSubscription Services
Travel Alerts
Reorder RemindersShipment Notification
Prescription RefillsO
Surveying
Travel AlertsAppt. Reminders
Early-Stage CollectionsWarranty/Service Contracts
Sales AnnouncementsInstallation Scheduling
perie
nce
perie
nce
Product RecallsSurveying
Fraud PreventionPublic Service Notifications
omer
Exp
omer
Exp
Broadcast Messages
Telemarketing
Cus
toC
usto
Poor
Low High
Late-Stage Collections
Telemarketing
Political Campaign Calls
Copyright 2010 DMG Consulting LLC 11
ProfitabilityProfitability
Outbound Dialing & IVR Projections, 2010 – 2012
Outbound IVR
te %
25%
Outbound IVR Dialing
Gro
wth
Rat
15%
20%
20%20% 18% 16%
Proj
ecte
d
5%
10%
6% 7% 8%
16%
0%2010 2011 2012
6% 7%
Copyright 2010 DMG Consulting LLC 12
Years
The Challenge: Taming Unstructured DataUnsolicited FeedbackUnsolicited Feedback
BlogsCommunity
Forums• PhoneThe Challenge
How to: g
Wikis
icat
ions
• IM/Chat
Capture
Com
mun • Mail
• FaxStructure
Take
ruct
ured
C
• SMS
• Survey Analyze
Uns
tr
• Video
• Web T k A ti
Contact Center
Copyright 2010 DMG Consulting LLC 13
Take Action
Analytics is the Answer!
Quality scores Customer feedback
Desktop analytics Performance management
Speech/text analytics Web analytics
Customer value
AnalyticsApplications
Predictive analytics analytics
Copyright 2010 DMG Consulting LLC 1414
Applications
What is Speech Analytics?
Top UsesTop UsesSpeech Analytics Speech Analytics PP
U t t dU t t d
op Usesop UsesProcessProcess
Root Cause AnalysisStructure Customer ConversationsUnstructuredUnstructured
ConversationsConversations Trend Analysis
Emotion Detection
Create Metadata File
Recorded &
Emotion Detection
Talk AnalysisAugmentation
Analyze MetadataReal-Time Script Adherence
Quality Assurance
Analyze Metadata
Present Findings
Copyright 2010 DMG Consulting LLC 15
Desktop AnalyticsSystem Performance
System Utilization
Agent ProductivityDesktopA l ti
Agents
Agent Productivity
Agent Workflows
Agent Proficiency
Analytics
g
Structured Output
Dashboards WorkflowModels Reports Heat Maps Data Logs
Benefits
Copyright 2010 DMG Consulting LLC 1616
ID Agent Training Needs ID Application Inefficiencies
Hosted Contact Center Value Proposition
Copyright 2010 DMG Consulting LLC 17
The Future: Analytically-Oriented Contact Centers
WebACD Social NetworksVoice Email MobileOutbound
Contact Center Predictive &Recommendation & Action EngineRecommendation & Action Engine
Customer Feedback
Application
Speech & RT
Analytics
CustomerValue
Analysis
Supply Chain
System
CRM /Service/
CMSSales
SystemData
WarehouseBI
Copyright 2010 DMG Consulting LLC 18
Customer-Focused Strategy, Operations and Technology
Thank You!Thank You!
6 Crestwood Drive, West Orange, NJ 07052tel 973.325.2954 | cell 973.493.0120 | fax 973.325.2071 | [email protected]
