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© Datamonitor the home of Business Intelligence innovative deliveryexpert analysisquality data © Datamonitor Contact center worlds collide Mona Sultan – Analyst, Customer Interaction Technologies October 2007
the home of Business Intelligence Presentation Title © Datamonitor 2 Agenda Overview of contact centers globally What does the future hold Deep-dive on Portugal
the home of Business Intelligence Presentation Title © Datamonitor 3 What is a call center? Datamonitor defines a call center by the following features: An Automatic Call Distributor (ACD) or Private Branch Exchange (PBX) with equivalent functionality overlaid (or soft ACD); Agent positions are desks from which agents make and/or receive telephone calls to internal or external customers. This is taken to imply that the call in question involves communication between the agent and the internal or external customer. Specifically excluded are public safety centers (i.e. 999/911), air traffic control, financial trading floors and legal interception centers.
the home of Business Intelligence Presentation Title © Datamonitor 4 Internet & e-mail Digital TV Technological sophistication Time Video- conference Future Multi-channel Contact Center Web-enabled Contact Center Basic Call Center A quick history lesson…
the home of Business Intelligence Presentation Title © Datamonitor 5 What does the contact center world look like today? All regions are experiencing growth among all size groups at a CAGR of 4.7% (7.1 million agents 2005) Growth is fastest in the under 10 APs size band The largest group in 2005 was the 31 – 100 APs. However spending was highest in the >250APs bracket ($2.2bn) APs (000s)
the home of Business Intelligence Presentation Title © Datamonitor 6 But each region has a different appetite for contact centers Non-Switch software All CC technologies All CC technologies in Russia All CC technologies in Africa Switch-independent software in Western Europe All CC technologies in APAC
the home of Business Intelligence Presentation Title © Datamonitor 7 What does the future hold? (I) Key trends 5 years ago: Increasing efficiency in back office Raising productivity in the front office Hardware / Software Commoditization Open Standards
the home of Business Intelligence Presentation Title © Datamonitor 8 What does the future hold? (II)
the home of Business Intelligence Presentation Title © Datamonitor 9 Virtualization creates efficiency and improved service Interactions Corporate HQ In-house contact center Branch/store network Outsourcers Interactions Many businesses through growth and acquisition have highly distributed customer contact organizations; There are multiple types of workers offering customer service; Usually these silos dont communicated well – generating inefficiency; This is a big problem for many large companies in the EMEA region (especially in W. Europe).
the home of Business Intelligence Presentation Title © Datamonitor 10 New agent types are a key feature of virtualization 0 100 200 300 400 500 600 700 800 900 200520062007200820092010 Back office / knowledge workers Branch workers Home workers APs 000s Along with CC-based agents (in- house or outsourced) new agent types are playing an important role in delivering customer services; Home working is seen as an important way of motivating and retaining staff; Branch workers are already trained customer service professionals; Knowledge workers can help improve first call resolution; Technology exists to enable these groups to be incorporated into the CC organization. (global numbers)
the home of Business Intelligence Presentation Title © Datamonitor 11 Optimizing contact centers follows a development path Basic efficiency Efficiency & effectiveness measures PM Time Development Basic scheduling Core telephony reporting Advanced scheduling & forecasting Quality monitoring Analysis of performance data Integrated efficiency & effectiveness tools Analysis from agent through to CC landscape Optimizing contact center performance can save and make money through greater efficiency and effectiveness; The range of tools available is broad – WFM, quality monitoring, analytics, speech analysis; Efficiency improvement is step 1; Blending efficiency and effectiveness can create true performance management.
the home of Business Intelligence Presentation Title © Datamonitor 12 Portuguese Customer service challenges An increasing number of contacts and escalating customer service costs Multiple contact channels and a lack of channel integration Customer churn, retention and ARPU How to deal with self-service? Ineffective marketing campaigns and unpopular outbound contacts
the home of Business Intelligence Presentation Title © Datamonitor 13 Portugal - A challenging economic and business environment Sluggish economic conditions Continued focus on cost control and rapid ROI De-regulation and increasing competition Continues focus on customer service as a differentiator in the market Burnt fingers as a result of the Internet boom mean companies are unwilling to invest in large IT projects C-level interest in customer facing projects
the home of Business Intelligence Presentation Title © Datamonitor 14 The Portuguese cloud has a sliver lining Business transformation Agent analytics E-Coaching for success Outbound building proactive customer relationships Speech self-serviceEmail, SMS and Video!
the home of Business Intelligence Presentation Title © Datamonitor 15 Questions
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