Multimedia - PowerPoint PPT Presentation

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Multimedia

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... the SINGLE MOST important driver of long-term financial performance' 'Simply cutting defections in half will more than double. the average company's growth ... – PowerPoint PPT presentation

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Title: Multimedia


1
Multimedia VoIP
  • Creating a Competitive Edge
  • in the Contact Center

2
Multimedia VoIP Competitive Edge for the
Contact Center
  • Offers operational / tactical value
  • Extends boundaries for better staffing, lower
    attrition rates
  • Improves the communications ability of
    individuals and groups

3
Multimedia in Contact Centers
  • Multimedia is now a business requirement in
    Contact Centers, offering operational tactical
    value.

4
Multimedia in Contact Centers
  • What is Contact Center Multimedia?
  • Contact Center multi-channel capable Customer
    Interaction Center
  • Call center phone-only customer service
  • Multimedia Multiple communication channels
  • Phone
  • Web Chat Collaboration
  • Web call back
  • Email
  • Fax
  • Multi-channel
  • Call Management
  • Call Queuing
  • Reporting

5
Multimedia in Contact Centers
  • Why is Multimedia now a business requirement in
    Contact Centers?
  • Customer Satisfaction
  • New generation, new communication needs
  • Customer perception has changed regarding
    self-service desired required!
  • Speed of service

6
Multimedia in Contact Centers
  • Circuit Switched Legacy technologies are limited.
  • Expansion barriers
  • Remote workforce limitations
  • Multimedia not integrated

7
Multimedia in Contact Centers
Integrating Self-Service with the human touch is
a strategic differentiator
  • IVR Web Chat Web Collaboration
  • Web Call Back Email Fax
  • Benefits
  • Widen self-service options
  • Lower Costs
  • Increase customer satisfaction

8
Multimedia in Contact Centers
  • Allows for increased customer retention,
    speedier response to events.

9
Multimedia in Contact Centers
  • Increased customer knowledge, loyalty
    retention.
  • Enterprises that fail to establish strong
    relationships with their customers will erode
    their competitive positions by
  • 15-20 annually ¹
  • Increased customer loyalty is the SINGLE MOST
    important driver of long-term financial
    performance ²
  • Simply cutting defections in half will more
    than double
  • the average companys growth rate ²

¹ Gartner Group, Customer Experience Management
is Critical ² Harvard Business Review
10
Multimedia in Contact Centers
  • How can Multimedia help you know serve your
    customer better?
  • Understand the entire customer relationship,
    purchase history, trends, cycles, and
    preferences. Out-service the competition, using
    automation. Every agent can be a super-hero!

11
Multimedia in Contact Centers
  • Know your customers better
  • Application integration provides pre-emptive
    customer information
  • Screen pops provide
  • Customer Identity
  • Past purchase history
  • Purchase trending
  • Understand client preferences personalize
    communications
  • Coordinate marketing operations treat
    customers appropriate to their status
  • Random acts of CRM by customer-friendly
    personnel are not
  • the same as customer centricity!

12
Multimedia in Contact Centers
  • Increase revenue Innovative automated marketing
  • Web-based
  • Get people to your website for self-service and
    benefit from customer stickiness
  • Proactive chat session offers on web-site
  • Offers that entice customers to interact with you
    provide more selling / service opportunities
  • Outbound dialer integrated with customer purchase
    databases
  • Customer answers or interacts to indicate
    interest, immediate connection with agent, with
    customer information
  • Market to specific targets based on customer
    purchase data trending

13
Multimedia in Contact Centers
  • Speedier response to events multi-channel
    management integration
  • More first-call resolutions
  • Better matching of agent skills to client needs
  • Increased response through multi-channel approach
  • Increased response through self-service
  • IVR
  • Chat
  • FAQ
  • Multi-channel queuing
  • Voice message flows like a call agent gets
    screen pop
  • Outbound call placed automatically
  • Web chat, emails, phone calls queued together
  • Digital Recording / Real-time Monitoring
    Reporting

14
Vegas.com case study
Largest city travel and tourism website in the
world Nearly 2 million unique visitors per month
  • Challenges
  • Unreliable phone system Losing 2,000 calls per
    day
  • Overstaffing to handle volume Needed to
    overstaff in order to handle peak calling times
  • Multi-channel agent/customer interaction
  • Phone
  • Web
  • Agents needed more business intelligence
  • Knowledge of customers
  • Ability to cross-sell / up-sell
  • Where they were coming from,
  • How often they responded to calls
  • Cost per agent, per call

15
Vegas.com case study
  • Solution Benefits
  • Increased revenue by 85
  • Decreased headcount
  • Cost justified within a 2 months
  • Setting record service levels
  • Reduced agent errors by 80
  • Reduced transfer and abandon rates
  • Recorder application for quality assurance
  • Faxing capabilities reduced general
    administrative staff needs by 50

16
IP Enablement in Contact Centers
  • IP-enablement helps to recruit retain labor
    force, and allows smarter staffing.

17
IP Enablement in Contact Centers
  • Recruitment, Staffing Retention concerns
  • Geographic agent rates have soared
  • Lack of qualified workforce
  • Demand outpacing supply in certain regions
  • Specific skills at a premium, insufficient supply
  • Agent Turnover a huge factor

18
IP Enablement in Contact Centers
  • How does it help?
  • Virtual workforce
  • Workforce anywhere no geographic boundaries
  • No longer need to overstaff for peak times
  • Specific skills get them anywhere you can find
    them
  • Cost containment by hiring from lower rate
    geographies
  • More agent flexibility satisfaction

19
General Pool Spa example
Multi-location wholesale distributor of pool
supplies
  • Challenges
  • Inbound call volume overwhelming
  • Employees in one location overloaded, while idle
    in another
  • Lost calls sales

20
General Pool Spa example
Multi-location wholesale distributor of pool
supplies
  • Solution Benefits
  • Central call distribution, able to balance
    load
  • Able to expand to another location without
    additional head count
  • Cost justified within 12 months

21
Multimedia VoIP Sharpen your competitive edge
  • Offers operational / tactical value
  • Extends boundaries for better staffing, lower
    attrition rates
  • Improves the communications ability of
    individuals and groups

22
Multimedia VoIP Sharpen your competitive edge
  • Thank you!
  • Gia McNutt
  • www.team-sos.com
  • 888-336-7671
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