The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola...
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Transcript of The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola...
![Page 1: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/1.jpg)
The Web Connected Contact Center
Implementing Click-To-Talk & Other Web-Based Services
Steve Zola – President & COO
![Page 2: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/2.jpg)
Presentation Objectives
• Understand Current Challenges
• Evaluate Alternatives
• Discuss Functionality, Productivity & Effectiveness
• Identify New Opportunities
• Technical Challenges
• Assess Implementation Considerations
![Page 3: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/3.jpg)
Agenda
• Call Center History
• Contact Center Evolution
• Contact Center Results
• Important Characteristics
• Live Help & Web Enabled Voice
• Web Enabled Benefits
![Page 4: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/4.jpg)
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
![Page 5: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/5.jpg)
Contact Center Evolution
• 1-(800) Inquiries
• FAQ’s
• Instant Messaging
• Call-Back
• Voice Recognition Systems
• Self-Help
![Page 6: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/6.jpg)
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
![Page 7: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/7.jpg)
Why?
• Inadequate ToolsAfter 4 Clicks, 95% of Users give up on
Self Service
• Ignored Customer Preferences
• Failed to Recognize Customers
• Used the Wrong Pair of Glasses
![Page 8: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/8.jpg)
Customer Characteristics
• Importance
• Level of Assistance Required
• Sophistication
• Sales Cycle Position
• Long-Term / Short-Term
• Profit / Time
![Page 9: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/9.jpg)
Business Characteristics
• Low Cost Provider
• High Value/Service Provider
• Distribution
• Impulse Purchase
• Complex Decision Process
• Ancillary Benefits
• Related Risk
![Page 10: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/10.jpg)
Product Characteristics
• Cost
• Profitability / Transaction
• Availability
• Demand
• Complexity
• Competition
![Page 11: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/11.jpg)
Contact Center Resources
• Customer ID
• User ID
• Email Address
• Cookies
• Account History
• Determine Customer Value / Appropriate Avenue
![Page 12: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/12.jpg)
Live Help & Web Enabled Voice
Live Help
• Instant Messaging
• Call-BackLimitations
Availability
Required Skills
• Challenges
![Page 13: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/13.jpg)
Web Enabled Voice
• Internet Connected
• Collaboration
• Additional Tools & Data
• Dynamic Routing / Handling
• Cost Effective or Costly
![Page 14: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/14.jpg)
Customer Profile
Any / All
Voice
Call Back
Text Chat
Self Service
No Contact
![Page 15: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/15.jpg)
Cost/Value
Any / All
Voice
Call Back
Text Chat
Self Service
No Contact
![Page 16: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/16.jpg)
Escalation
Voice
Call Back
Text Chat
Self Service
![Page 17: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/17.jpg)
Web Enabled Voice Technical Challenges
Voice over Internet
• AccessBandwidth
• PrerequisitesAudio Devices
• Unencumbered Reach– Security
• Quality is Critical
![Page 18: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/18.jpg)
Web Enabled Voice Considerations
• Web Design
• Dependent on Customer Characteristics & Transaction Importance
• Intelligent Web Pages
• Dynamic Presentation
• Real-Time Voice
![Page 19: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/19.jpg)
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
![Page 20: The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO.](https://reader036.fdocuments.us/reader036/viewer/2022072014/56649eb35503460f94bb9def/html5/thumbnails/20.jpg)
Thank You for
Your Attention
Visit our Website at
www.CrystalVoice.com