Title: Multimedia
1Multimedia VoIP
- Creating a Competitive Edge
- in the Contact Center
2Multimedia 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
3Multimedia in Contact Centers
- Multimedia is now a business requirement in
Contact Centers, offering operational tactical
value.
4Multimedia 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
5Multimedia 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
6Multimedia in Contact Centers
- Circuit Switched Legacy technologies are limited.
- Expansion barriers
- Remote workforce limitations
- Multimedia not integrated
7Multimedia 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
8Multimedia in Contact Centers
- Allows for increased customer retention,
speedier response to events.
9Multimedia 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
10Multimedia 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! -
-
11Multimedia 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!
12Multimedia 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
13Multimedia 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
16IP Enablement in Contact Centers
- IP-enablement helps to recruit retain labor
force, and allows smarter staffing. -
-
17IP 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
18IP 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
19General 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
20General 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
21Multimedia 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
22Multimedia VoIP Sharpen your competitive edge
- Thank you!
- Gia McNutt
- www.team-sos.com
- 888-336-7671