TRENDS IN CALL CENTER TECHNOLOGY

Spoken.com

What will the future be like?

1Wednesday, March 16, 2011

AGENDA

Spoken.com

‣ Challenges

‣ 6+ Macro Trends

‣ People Technology

‣ Customer Technology

‣ Architecture

2Wednesday, 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

3Wednesday, March 16, 2011

Spoken.com

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

Spoken.com

‣ 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

Spoken.com

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

Spoken.com

‣ 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

Spoken.com

‣ 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

Spoken.com

‣ 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

Spoken.com

‣ 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

Spoken.com

‣ 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

Spoken.com

‣ 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

Spoken.com

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

Spoken.com

‣ 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?

Spoken.com

15Wednesday, March 16, 2011

Spoken.com

16Wednesday, March 16, 2011

COMBINES HUMAN & SYSTEMS TOGETHER

Spoken.com

Spoken Conversational IVR

System Only Agent Only

17Wednesday, March 16, 2011

PEOPLE TECHNOLOGY

Spoken.com

‣ 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

Spoken.com

‣ 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

Spoken.com

‣ Do you provide tools for your Customers?

‣ Self-service = Google First

‣ Email

‣ Last resort is a call

‣ Your agents have to be better than google

20Wednesday, March 16, 2011

“GOOGLIZE” SERVICE

Spoken.com

‣ 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?

Spoken.com

22Wednesday, March 16, 2011

GOPRO SUPPORT PAGE

Spoken.com

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!

Spoken.com

Great use of Video

Steps you through the process

Icons to start

24Wednesday, March 16, 2011

ARCHITECTURE WORKFLOW IS A COMBINATION OF HUMAN & SOFTWARE

Spoken.com

‣ 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

Spoken.com

CUSTOMER

AGENT PROBLEM?

SOFTWAREDETECTS?

26Wednesday, March 16, 2011

TOO LONG TO PROGRAM A SOLUTION

Spoken.com

‣ 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

Spoken.com

‣ 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

Spoken.com

Focus On Quick ROIs

30Wednesday, March 16, 2011