Making Technology Choices in the Contact Center (CC-02) Jeff Dworkin Enterprise Segment Manager Dialogic, Inc.
Why Spend Now? External Factors – Competition – Margin/Price Pressure Internal Factors – Reduce Cost – Increase Revenue – Release Assets
Technology Choice Drivers Business Issues – Is support viewed as a cost center or profit center? – Is support viewed as a competitive differentiator? Process Issues – What is the best/most appropriate way to provide the level of service required by customers?
Do the Business Process Analysis. – Goal focused analysis from the viewpoint of each stakeholder in within the process – Who are the stakeholders and what are their end-goals? The Customer The Agent The Supervisor Process Drives Technology
From the Customer Viewpoint…. – What is the client seeking? Information Instructions Other – What would be the appropriate response? Spoken Information – IVR Written Information – Fax Back, or SMS Visual Information – IVVR, Video Process Drives Technology
This can uncover contextual differences. – Where they are? On a voice only device – IVR, Agent At a computer – , SMS, Video, Co-browsing On a multimedia handset – Streaming Video, IVVR In the Car – Speech Recognition, Recording
From the Agent Viewpoint…. – What is the agent trying to accomplish? First Call Resolution Shortest Disposition Outstanding Service (even if it takes longer) – What tools does the Agent need? Quick access to customer information - CRM Quick access to knowledge base - FAQs Easy access to SME – Presence, UC Process Drives Technology
From the Supervisor Viewpoint…. – What is the Supervisor trying to accomplish? Overall Productivity Employee Development Performance Measurement – What tools does the Supervisor need? Enterprise Resource Planning, Sales Force Automation Employee Relationship Management Listen In, Whisper Mode, Barge In Key Performance Metrics and Measurement Process Drives Technology
Why Spend Now? External Factors – Competition – Margin/Price Pressure Internal Factors – Reduce Cost – Increase Revenue – Release Assets