Download - The Next Wave in Customer Service Technology
TRENDS IN CALL CENTER TECHNOLOGY
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What will the future be like?
1Wednesday, March 16, 2011
AGENDA
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‣ Challenges
‣ 6+ Macro Trends
‣ People Technology
‣ Customer Technology
‣ Architecture
2Wednesday, March 16, 2011
THIS DISCUSSION
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‣ Make you think about how technology will impact your career
‣ What can you do to be “Even Better?
‣ Make it worth your time; ask questions anytime
3Wednesday, March 16, 2011
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CHALLENGES WE FACE‣ Customer Expectations
‣ Multiplying Channels
‣ Staffing Hiring, Training & Retention
‣ Under or Over investment In Technology
‣ Under attack from Senior Managers
‣ We have no time
4Wednesday, March 16, 2011
6+ MACRO TRENDS
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‣ Broadband only gets better
‣ Virtualization is coming to you
‣ Analog to Digital
‣ Help from your Customers
‣ Work from home
‣ Software Wins
5Wednesday, March 16, 2011
BROADBAND ONLY GETS BETTER
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0
100
200
300
400
500
600
1995 2000 2005 20110%
20%
40%
60%
80%
Speed Home Penetration
Speed Is Understated
Speed Is Understated
6Wednesday, March 16, 2011
VIRTUALIZATION IS COMING TO YOU
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‣ Its not outsourcing
‣ Its not about people
‣ Its about the idea that you can get hardware, software & services on demand & friction free
7Wednesday, March 16, 2011
ANALOG TO DIGITAL VOICES = DIGITS
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‣ You’ve heard the story about VOIP; Skype or Vonage
‣ Carriers use SIP today they just don’t tell you
‣ SIP & the impact on you
‣ SIP makes every call a piece of software
SIP means - Session Initiation Protocol, like HTTP or Hypertext Transfer Protocol
8Wednesday, March 16, 2011The SIP protocol is an Application Layer protocol designed to be independent of the underlying transport layer; it can run on Transmission Control Protocol (TCP), User Datagram Protocol (UDP), or Stream Control Transmission Protocol (SCTP).[2] It is a text-based protocol, incorporating many elements of the Hypertext Transfer Protocol (HTTP) and the Simple Mail Transfer Protocol (SMTP).[3]
HELP FROM CUSTOMERS CROWD SOURCING
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‣ Your best fans want to help you
‣ Your new Customers want to succeed
‣ Your prospects want to know how honest you are
‣ Why don’t you ask for their help?
9Wednesday, March 16, 2011
WORK FROM HOME IT’S BIGGER THAN YOU THINK
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‣ Can you stand it?
‣ Are you ready for it?
‣ Can you manage it?
‣ Gas prices & the economics of availability
‣ Its all digital today
10Wednesday, March 16, 2011
SOFTWARE WINS WHY YOU NEED TO KNOW THIS
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‣ Every call is software - its a digit waiting to be pushed and processed.
‣ Every workflow should be considered software
‣ The job recovery’s slow start may be caused by technology
‣ Except in the area of customer service & sales
‣ Look at the Fortune 1000
11Wednesday, March 16, 2011
GOOD ENOUGH IS GOOD ENOUGH
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‣ Look at Salesforce.com
‣ Don’t let new technology drive “year” long schedules
‣ Be incremental
‣ If not Salesforce - look at the US Air Force
12Wednesday, March 16, 2011
AUTOMATION? SYSTEMS + HUMANS = WIN
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Pilot @ Risk Pilot Not At Risk
A10 Attack Plane - Ground Attack
Plane
Predator Attack Drone Piloted from Kansas
13Wednesday, March 16, 2011
BETTER THAN A CRUISE MISSILE
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‣ Launch once
‣ No recourse
‣ Only does one “route”
‣ Can’t change based on conditions
14Wednesday, March 16, 2011
HOW MANY OF YOU HATE SPEECH RECOGNITION?
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15Wednesday, March 16, 2011
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16Wednesday, March 16, 2011
COMBINES HUMAN & SYSTEMS TOGETHER
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Spoken Conversational IVR
System Only Agent Only
17Wednesday, March 16, 2011
PEOPLE TECHNOLOGY
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‣ The problem of Multi-mode
‣ A business idea “TradeMyShift.com”
‣ Letting people work from home
‣ Managing more with less - recording solutions
‣ But if calls are software . . .
18Wednesday, March 16, 2011
MULTI-MODE PEOPLE
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‣ There is a question - should people handle multiple channels?
‣ If so, what tools should they have?
‣ Think of all the apps . . . .
Voice, Chat, Email, SMS, iPhone Applications, Google, & ?
19Wednesday, March 16, 2011
CUSTOMER TOOLSCHANGE IN TECHNOLOGY CULTURE
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‣ Do you provide tools for your Customers?
‣ Self-service = Google First
‣ Last resort is a call
‣ Your agents have to be better than google
20Wednesday, March 16, 2011
“GOOGLIZE” SERVICE
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‣ You want control? What is control?
‣ Put everything you can for self-service
‣ Product information
‣ Video demos
‣ FAQs
21Wednesday, March 16, 2011
AN EXAMPLE GOOD?
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22Wednesday, March 16, 2011
GOPRO SUPPORT PAGE
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What do you think could be done even better here?
Use your marketing hat - make it more inviting! No Icons No Pictures - Where do I start?
23Wednesday, March 16, 2011
SECOND PAGE BETTER!
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Great use of Video
Steps you through the process
Icons to start
24Wednesday, March 16, 2011
ARCHITECTURE WORKFLOW IS A COMBINATION OF HUMAN & SOFTWARE
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‣ You need to be the Architect - not the systems people
‣ Think of what the combination will be Human & Systems
‣ Remember “good enough” is “good enough”
‣ Think quick ROI and manage to success
25Wednesday, March 16, 2011
WORKFLOW
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CUSTOMER
AGENT PROBLEM?
SOFTWAREDETECTS?
26Wednesday, March 16, 2011
TOO LONG TO PROGRAM A SOLUTION
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‣ By the time its done - new problem or new fire
‣ Systems
‣ People
‣ Combination of the two Hybrid
‣ Friction free, uses mathematical models & human
27Wednesday, March 16, 2011
AGENDA
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‣ Challenges
‣ 6+ Macro Trends
‣ People Technology
‣ Customer Technology
‣ Architecture
28Wednesday, March 16, 2011
THIS DISCUSSION
Spoken.com
‣ Make you think about how technology will impact your career
‣ What can you do to be “Even Better”?
‣ Make it worth your time; ask questions anytime
29Wednesday, March 16, 2011
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Focus On Quick ROIs
30Wednesday, March 16, 2011
