Video in the Contact Center: A new point of intereaction
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Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012 Video in the Contact Center Tim Bakke Director, Strategy and Innovation Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapo A new point of interaction
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Using a combination of demonstration and example sites you will understand how video can be used in providing a new channel for customer support in your organization. Avtex’s Video Kiosk is being used by organizations large and small as a way to differentiate themselves from their competition and provide excellent customer experience across a variety of industries and usage. Forrester says this “emerging touchpoint offers many benefits including supporting sales, reducing abandonment, and driving satisfaction.”
Transcript of Video in the Contact Center: A new point of intereaction
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Video in the Contact Center
Tim BakkeDirector, Strategy and Innovation
Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
A new point of interaction
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Agenda
• Why is video important to the contact center?• What are some examples of solutions?• What do I need to think about to prepare?
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
OVERVIEW
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Why Video?
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Customers are on the empowerment side: They have lots of choices, it has become easier to switch, they have a powerful voice, and they demand more. Companies are on the engagement side; the smart ones realize that new interaction channels open up new opportunities to deliver value in the context in which customers use their products or services. Interactive technologies are in the middle, opening the floodgates.
““
- Forrester: Empower Customers By Transforming Business Processes
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Uptick in Video Demand+ the Consumerization of IT
Need for Mobility and Flexibility
TCO… of experts
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
What’s the common theme…?
Healthcare, Government, Financial Services
Experts are elsewherewhen business needs to get done
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Solution?
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
High Touch Video + Skills-based Routing
Not JUST hardware Not JUST routing
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
“So? Systems like this exist…”
Yes. But.
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
TCO is HIGH
Hardware Driven
Point-to-Point
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Recommended Approach“Simply simple”
• Simplify the Architecture
• Simplify the User’s Experience
• Simplify the Expert’s Experience
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
A COLLECTION of technologies – not a silver bullet
THE GOAL OF UNIFIED COMMUNICATIONS IS TO REDUCE THE
HUMAN LATENCY IN BUSINESS PROCESSES
The collection of communication technologies, applications and processes to enhance communication and business between you, your customers, partners and employees
“ “
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
LAN/WANKiosk Front End
Agent Desktop
CRM
Billing and Reporting
WFM
Recording
SimpleBrand relevantFlexible
SimpleUser Friendly Low Impact
Routing Application
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Demonstration
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
More Examples
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Healthcare Insurance
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Financial Services
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Healthcare Provider
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
NOW… HOW?
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Design and Assess
1. Think like a designer, not an engineer2. Begin with the end in mind3. Map silos of information and connect
them4. Look for things to measure and build
processes to support them
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Perfect Your Plan
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Measure and Report
1. If it’s not measurable, it’s not manageable
2. Business Intelligence and reports from a “single source of truth”
3. Activity: AHT, Queue Length, Schedule Adherence
4. Outcome: FCR, Customer Satisfaction, Surveys
5. Customer surveys integrated into back office data systems
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
A Couple Of Other Items
TRAIN yourselves and your employeesTrain the trainer/power user, CBT or classroomEnd-user training Administration and Application for support teams
Pick the RIGHT partner for your needsDo they ask the right questions?Are the active in and shaping the market?Multi-vendor experience?
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Questions?
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Thank you!
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
