Integrated Contact Center (Final)
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Presented at the LOMA Contact Center Conference in 2008
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Integrated Contact Center (Final)
- 3. Customers generally hate IVR self-service…. (Video Clip)
- 4. Source: “Policyowner Self-Service – A Delicate Balance”, LIMRA International, 2006; Diamond Analysis
- 5. Sometimes, humans are no better either… (Audio Clip)
- 6. 700,000+ hits in 12 hours for his blog entry Insignificant Thoughts … NBC Interview about his ordeal… The New York Times feature him on print…
- 7. Nicholas Graham, Executive Vice President of AOL Corporate Communications
- 10. Revenue Benefit Realization Operating Efficiency Realization Sources: Diamond Analysis Stage 1: Channel Fragmentation Stage 2: Point-to Point Integration Stage 3: Rationalization & Consolidation Stage 4: Integrated Contact Management
- 24. Sources: Speech Analytics by Speech Technology Magazine, Sep 2007; Diamond Analysis
- 25. Root cause analysis & trend spotting… Emotion detection & sentiment analysis… Speech mining with meaning… Sources: Speech Analytics by Speech Technology Magazine, Sep 2007; eTalk White Paper, Autonomy; ULTRA IntelliFind by Verint, July 2007; Diamond Analysis
- 27. Integrated analytics IVR drop-off/transfer analysis Call center agent analysis Web and click-stream analysis Sources: Webside Story Whitepapers; Clickfox Whitepapers; Verint Whitepapers; Diamond Analysis
Hinweis der Redaktion
- Good morning everyone. I am Anand Rao, a Partner at Diamond Management & Technology Consultants. I am here today with Jeff Milbrath to share some of our experiences about Integrated Contact Center Experience: Driving and Managing Self-Service adoption. I have been in this industry for more than 17 years – specializing in building decision support systems for contact centers and providing customers an integrated channel experience. In 1995, I was part of the team that designed one of the first rule-based Artificial Intelligence Decision Support for one of the leading telecommunication companies in Australia. The system we designed was appropriately called SPOC or Single Point of Contact designed to provide superior customer service with 98% of all calls answered at the first point of contact. The industry has come a long way since then. But the customer experience is still central and arguably more important now than ever before. We are here to share some of our more recent experiences. Let me give an opportunity to my co-speaker Jeff Milbrath to introduce himself. <Jeff Milbrath Introduction>