The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO
Presentation Objectives Understand Current Challenges Evaluate Alternatives Discuss Functionality, Productivity & Effectiveness Identify New Opportunities Technical Challenges Assess Implementation Considerations
Agenda Call Center History Contact Center Evolution Contact Center Results Important Characteristics Live Help & Web Enabled Voice Web Enabled Benefits
Call Center History Cost Center Telephone Inquiries Primarily 1-(800) 1-(800) Determined Destination ACD/IVR Handled Routing CTI Integration – Rules Based Routing Productivity Tools THE INTERNET
Contact Center Evolution 1-(800) Inquiries FAQ’s Instant Messaging Call-Back Voice Recognition Systems Self-Help
Contact Center Slow Migration from Cost Center to Revenue Center CRM Integration Slower than Expected & Less Productive than Anticipated Focus on Cost Reduction Unsatisfied and Unfulfilled Customers
Why? Inadequate Tools After 4 Clicks, 95% of Users give up on Self Service Ignored Customer Preferences Failed to Recognize Customers Used the Wrong Pair of Glasses
Customer Characteristics Importance Level of Assistance Required Sophistication Sales Cycle Position Long-Term / Short-Term Profit / Time
Business Characteristics Low Cost Provider High Value/Service Provider Distribution Impulse Purchase Complex Decision Process Ancillary Benefits Related Risk
Product Characteristics Cost Profitability / Transaction Availability Demand Complexity Competition
Contact Center Resources Customer ID User ID Address Cookies Account History Determine Customer Value / Appropriate Avenue
Live Help & Web Enabled Voice Live Help Instant Messaging Call-Back Limitations Availability Required Skills Challenges
Web Enabled Voice Internet Connected Collaboration Additional Tools & Data Dynamic Routing / Handling Cost Effective or Costly
Customer Profile Any / All Voice Call Back Text Chat Self Service No Contact
Cost/Value Any / All Voice Call Back Text Chat Self Service No Contact
Escalation Voice Call Back Text Chat Self Service
Web Enabled Voice Technical Challenges Voice over Internet Access Bandwidth Prerequisites Audio Devices Unencumbered Reach –Security Quality is Critical
Web Enabled Voice Considerations Web Design Dependent on Customer Characteristics & Transaction Importance Intelligent Web Pages Dynamic Presentation Real-Time Voice
Web Enabled Voice Benefits Retain and Route Calls Based Upon Relevant Data Prioritize High Value / High Return Customers & Transactions Minimize “Low Value” Activity Increase Customer Satisfaction Contact Center - Revenue Center
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