Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.
The document discusses how chatbots can help engage users for various businesses and use cases. Some key points:
1) Chatbots provide an always-on customer service channel through major messaging platforms with easy setup within 10 minutes and integration into websites. They support personalized responses based on user profiles.
2) Chatbots can enhance customer engagement for media companies by reaching users where they spend most time and providing a personalized, conversational experience without requiring apps or logins.
3) In banking, chatbots can revolutionize the customer service process by reducing response times and costs while providing 24/7 assistance for tasks like checking balances and making payments from messaging apps.
Building an Effective Voice of the Customer ProgramUserZoom
The document is a summary of a webinar on building an effective voice of the customer (VOC) program. The webinar discussed:
- The current landscape of VOC programs and tools, with analytics being a major focus of IT investment in 2014.
- Getting started with a VOC program by designing a simple, relevant, and scalable program, and acquiring information on customers and context.
- Improving the effectiveness of VOC programs by strategizing, prioritizing, acquiring information and context, collaborating across teams, and regularly evaluating the program.
- Key recommendations included assessing organizational priorities and stakeholders, defining clear ownership and accountability, cultivating collaboration over confrontation, and adapting the program as needs change over
This document provides an overview of virtual agents and their role in customer service. It begins with an introduction to virtual agents and their benefits, such as being available 24/7 and at a lower cost than human agents. It then discusses trends driving interest in virtual agents and why they are useful now. The document outlines best practices for implementing virtual agents and integrating them with live agent channels. It provides an example case study of a telco provider that improved customer satisfaction using a virtual agent and seamless transition to live chat.
From Cost Center to Experience Equation: How Technology is Shaping Modern Cus...Totango
This document summarizes a presentation about how technology is shaping customer interactions. It discusses how smartphones, the on-demand economy, and empowered customers are impacting relationships. It also covers the risks of poor customer service and the need to view support as an "experience equation" rather than a cost center. The presentation provides examples of technology trends like cloud, AI, APIs, and UX that enable superior experiences. It also highlights a success story of a company that improved customer service with a new communications platform.
Enghouse Interactive - Top 5 trends in customer communicationsEnghouse Interactive
The 5 trends covered include:
1. Changes in customer interaction methods - the move to omni-channel and customer collaboration
2. The evolution of self-service - knowledge management, the Internet of Things, and beyond
3. Dramatic increase in mobility - the impact on customer communications
4.The "enterprise as contact center" - collaboration, back office service and the blurring of contact center boundaries
5.The evolution of contact center metrics - making it about quality and customer value
The document discusses the importance of customer feedback and describes a text messaging service called CustomerConnex that allows businesses to gather real-time feedback from customers. It provides examples of how CustomerConnex was used successfully by companies like Noel Leeming and Muffin Break to identify issues, improve performance, and increase customer satisfaction and loyalty. The system enables anonymous feedback, quick resolution of complaints, and leveraging of insights to boost future business.
The document discusses voice of the customer (VoC) strategies and their importance for customer-centric organizations. It provides guidance on implementing an effective VoC program with the following key steps: 1) understanding all customer touchpoints, 2) optimizing customer journeys, 3) surveying customers at relevant touchpoints, 4) building relevant surveys, 5) designing survey triggers, 6) implementing surveys, 7) analyzing feedback, and 8) optimizing processes based on feedback. It also stresses the importance of including employee and stakeholder feedback in VoC programs for a holistic view of processes.
This document discusses customer experience across channels and touchpoints. It begins by defining multi-channel maturity as the capability to continue a dialogue with customers at the right time, place and channel. It then notes that implementing excellent multi-channel experiences is very challenging due to siloed organizations, inflexible technology, and budget priorities. The document presents a maturity model for assessing an organization's capabilities across five areas: systems and processes, leadership and culture, alignment with brand, customer touchpoints, and customer insight. It concludes by advising using this model to evaluate an organization's status and determine development areas.
The document discusses how chatbots can help engage users for various businesses and use cases. Some key points:
1) Chatbots provide an always-on customer service channel through major messaging platforms with easy setup within 10 minutes and integration into websites. They support personalized responses based on user profiles.
2) Chatbots can enhance customer engagement for media companies by reaching users where they spend most time and providing a personalized, conversational experience without requiring apps or logins.
3) In banking, chatbots can revolutionize the customer service process by reducing response times and costs while providing 24/7 assistance for tasks like checking balances and making payments from messaging apps.
Building an Effective Voice of the Customer ProgramUserZoom
The document is a summary of a webinar on building an effective voice of the customer (VOC) program. The webinar discussed:
- The current landscape of VOC programs and tools, with analytics being a major focus of IT investment in 2014.
- Getting started with a VOC program by designing a simple, relevant, and scalable program, and acquiring information on customers and context.
- Improving the effectiveness of VOC programs by strategizing, prioritizing, acquiring information and context, collaborating across teams, and regularly evaluating the program.
- Key recommendations included assessing organizational priorities and stakeholders, defining clear ownership and accountability, cultivating collaboration over confrontation, and adapting the program as needs change over
This document provides an overview of virtual agents and their role in customer service. It begins with an introduction to virtual agents and their benefits, such as being available 24/7 and at a lower cost than human agents. It then discusses trends driving interest in virtual agents and why they are useful now. The document outlines best practices for implementing virtual agents and integrating them with live agent channels. It provides an example case study of a telco provider that improved customer satisfaction using a virtual agent and seamless transition to live chat.
From Cost Center to Experience Equation: How Technology is Shaping Modern Cus...Totango
This document summarizes a presentation about how technology is shaping customer interactions. It discusses how smartphones, the on-demand economy, and empowered customers are impacting relationships. It also covers the risks of poor customer service and the need to view support as an "experience equation" rather than a cost center. The presentation provides examples of technology trends like cloud, AI, APIs, and UX that enable superior experiences. It also highlights a success story of a company that improved customer service with a new communications platform.
Enghouse Interactive - Top 5 trends in customer communicationsEnghouse Interactive
The 5 trends covered include:
1. Changes in customer interaction methods - the move to omni-channel and customer collaboration
2. The evolution of self-service - knowledge management, the Internet of Things, and beyond
3. Dramatic increase in mobility - the impact on customer communications
4.The "enterprise as contact center" - collaboration, back office service and the blurring of contact center boundaries
5.The evolution of contact center metrics - making it about quality and customer value
The document discusses the importance of customer feedback and describes a text messaging service called CustomerConnex that allows businesses to gather real-time feedback from customers. It provides examples of how CustomerConnex was used successfully by companies like Noel Leeming and Muffin Break to identify issues, improve performance, and increase customer satisfaction and loyalty. The system enables anonymous feedback, quick resolution of complaints, and leveraging of insights to boost future business.
The document discusses voice of the customer (VoC) strategies and their importance for customer-centric organizations. It provides guidance on implementing an effective VoC program with the following key steps: 1) understanding all customer touchpoints, 2) optimizing customer journeys, 3) surveying customers at relevant touchpoints, 4) building relevant surveys, 5) designing survey triggers, 6) implementing surveys, 7) analyzing feedback, and 8) optimizing processes based on feedback. It also stresses the importance of including employee and stakeholder feedback in VoC programs for a holistic view of processes.
This document discusses customer experience across channels and touchpoints. It begins by defining multi-channel maturity as the capability to continue a dialogue with customers at the right time, place and channel. It then notes that implementing excellent multi-channel experiences is very challenging due to siloed organizations, inflexible technology, and budget priorities. The document presents a maturity model for assessing an organization's capabilities across five areas: systems and processes, leadership and culture, alignment with brand, customer touchpoints, and customer insight. It concludes by advising using this model to evaluate an organization's status and determine development areas.
The document discusses how Avaya helps companies implement multichannel contact centers. It begins by outlining trends driving customer preferences for multiple communication channels. Avaya offers solutions like Elite Multichannel that allow agents to handle different media like voice, email, chat and video within one application. The benefits are outlined as well for customers, companies and contact center managers. Specific use cases are then reviewed like social media management, multi-media outbound applications and video capabilities.
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
The best companies always do two things; everything they can to save money, which helps improve the bottom line, and secondly, focus on customer satisfaction.
Despite this, many organisations still struggle to implement successful customer service programmes.
Research shows that organisations lose more than N34.6 trillion annually due to poor customer service.
What then is the solution?
Contact centre outsourcing. It not only saves you money but also improves your customer satisfaction levels and, critically, your brand reputation – when done rightly.
So, how can you leverage the expertise of a highly-skilled contact centre service provider to deliver a first-class customer experience?
In this deck, you will learn how to outsource your customer service strategy to a highly-skilled third party. You will also learn;
• Why the most successful organisations are outsourcing their contact centre function
• The features you can leverage in a state-of-the-art contact centre
• Key qualities to look out for when choosing your contact centre outsourcing service provider.
CCMG After Forever Conference Day 1, Solutions Stream 12:00 - Top 10 ways to maximize productivity with Multi Channel Communications. Intuate Group - Noble Systems
Hot Trends and Futuristic Technologies in the Contact CenterAvtex
This document discusses trends toward improving the customer experience in contact centers. It summarizes that customer experience is shaped by interactions with a company's employees, systems and channels. It then discusses trends toward cloud computing, omni-channel support, easy customer interactions, web chat, mobile support, social media monitoring, customer and agent profiling, and video capabilities. The document provides examples and statistics on the growth of these trends and their benefits in enhancing customer service.
The document discusses enhancing customer experience for a telecommunications company. It outlines typical challenges such as slow customer response times and activating customers across multiple channels. It proposes an omni-channel solution using Genesys to address all customer touchpoints like voice, SMS, social media and live chat. The solution would also use CRM, marketing automation, a knowledge base and business intelligence tools to improve the customer journey, reduce costs and drive revenues. Social media monitoring and publishing capabilities are demonstrated. Overall the solution aims to provide a centralized customer care platform for a better customer experience.
This document discusses how contact centers can enhance the customer experience through a multi-channel approach. It emphasizes implementing a customer-centric strategy, understanding changing customer behaviors and expectations, and using technology like analytics to optimize processes and empower agents. A multi-channel contact center that provides a consistent, personalized experience across channels can boost customer loyalty while meeting demands for convenient, on-demand service.
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Companies these days cannot afford to stand still!
Cheryl Perkins, Founder and President of Innovationedge and a visionary business leader, will share best practices of companies who are defining and implementing new business models. These models are used to create new pathways to value and deliver growth in today’s business climate. She will lead you on a journey through business model basics and describe how companies are taking innovation strategy to the next level, while tackling the current challenges of talent management and innovation fatigue.
Digital transformation of processes and operations can improve customer engagement through understanding customer pain points and implementing omnichannel strategies. This involves analyzing customer data across communication channels to better understand customer journeys and provide a seamless, personalized experience. Building an ecosystem of localized, high quality content accessible across multiple devices and connectivity options is important for customer satisfaction.
Automotive - Oracle Service Cloud - Solution OverviewEphlux
The document discusses Oracle Service Cloud, a customer service platform for the automotive industry. It consists of modules for web/mobile self-service, social media engagement, a contact center, customer feedback, and a knowledge base. The platform allows companies to provide a consistent customer experience across all channels by guiding customers to relevant information and assisting agents. It aims to wow customers through their entire journey and strengthen relationships.
The document describes an implementation of social CRM and online customer relationship management for Raiffeisen Bank International. It discusses using location-based mobile campaigns, chatbots, and social media interactions to engage customers in personalized conversations. The goal is to reach customers where they are online and improve customer service interactions through more natural dialogues. Partnering Corp is presented as a company that can provide such a social CRM platform and location-based campaign services to optimize customer engagement.
Call Center Challenges and It's Solutions By Rupesh Deshmukh.pptxRupeshDeshmukh27
Call centers face challenges like high wait times, abandoned calls, and agent stress. Solutions include announcing estimated wait times, offering virtual queuing, playing engaging announcements, and offering self-service. Emerging technologies like AI, omnichannel software, and advanced analytics can also help by improving routing, enhancing customer experience across channels, and providing insights. Adopting quality assurance technology, digital scorecards, learning management systems, and real-time customer journey mapping can further optimize processes and outcomes. Service providers that offer these solutions were also listed.
The document discusses opportunities to improve the patient experience for accessing healthcare. It notes that patients now expect seamless, on-demand access across any channel based on experiences with other industries. However, most healthcare organizations still focus primarily on phone-based access and measure success based on call metrics rather than the patient perspective. The document advocates designing access with a patient-centered, omni-channel approach to provide a consistent experience across online, mobile, phone and social media channels. This would better meet evolving patient expectations for convenient, on-demand access to information and services.
Customer support is a valuable part of managing a modern business. What is call center organizations with medium-to-large customer bases frequently making use of a centralized answering services company to deal with customer support issues?
Gartner defines the call center as a “department by which employees receive making high volumes of phone calls” with internal customers (for example helpdesks) and exterior customers (customer support and support).
Call centers have numerous purposes, including:
Customer service and support
Account management
Market research
Telemarketing
Billing
Pointel is a leading provider of contact center and CRM solutions, with over 100 successful implementations for Fortune 2000 companies. The document introduces Pointel's Survey Solution, which allows companies to collect customer feedback through post-interaction surveys. The Survey Solution can be used across different customer touchpoints and is designed for easy use by both business users and contact center agents. It provides interactive reports and insights that help companies improve customer experience and contact center operations.
The presentation aims at providing insights into the current state of Customer Services and what it is expected to be in the future. It provides analytics driven information in the world of Customer Service, while highlighting the key areas, for leaders and IT decision makers to focus on.
This document discusses the importance of personalization in automated customer service interactions. It notes that while automated solutions like IVRs are much cheaper than live agents, customers still desire personalization. The document explores how personalization can be achieved in IVRs through remembering past customer interactions and preferences to improve routing and service. Examples of personalized IVR implementations that improved customer satisfaction metrics and reduced costs are provided. The challenges of integrating legacy systems to enable personalization are also discussed.
Making Automation Feel Less Automated and More Caringkevinmarkpearce
This document discusses the importance of personalization in automated customer service interactions. It notes that while automated solutions are cheaper than live agents, customers still expect a personalized experience. The document advocates for personalizing automated phone systems using customer history and other data to improve routing and provide a better customer experience. It provides examples of how companies have implemented personalized IVR solutions to increase automation rates and reduce costs while improving customer satisfaction.
How To Manage Multiple Product Teams For Successful Development & DeliveryAggregage
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How to Optimize Call Monitoring: Automate QA and Elevate Customer ExperienceAggregage
The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Join this webinar where industry experts Angie Kronlage and April Wiita from Working Solutions will explore the power of automation to revolutionize outdated call review processes!
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The document discusses how Avaya helps companies implement multichannel contact centers. It begins by outlining trends driving customer preferences for multiple communication channels. Avaya offers solutions like Elite Multichannel that allow agents to handle different media like voice, email, chat and video within one application. The benefits are outlined as well for customers, companies and contact center managers. Specific use cases are then reviewed like social media management, multi-media outbound applications and video capabilities.
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
The best companies always do two things; everything they can to save money, which helps improve the bottom line, and secondly, focus on customer satisfaction.
Despite this, many organisations still struggle to implement successful customer service programmes.
Research shows that organisations lose more than N34.6 trillion annually due to poor customer service.
What then is the solution?
Contact centre outsourcing. It not only saves you money but also improves your customer satisfaction levels and, critically, your brand reputation – when done rightly.
So, how can you leverage the expertise of a highly-skilled contact centre service provider to deliver a first-class customer experience?
In this deck, you will learn how to outsource your customer service strategy to a highly-skilled third party. You will also learn;
• Why the most successful organisations are outsourcing their contact centre function
• The features you can leverage in a state-of-the-art contact centre
• Key qualities to look out for when choosing your contact centre outsourcing service provider.
CCMG After Forever Conference Day 1, Solutions Stream 12:00 - Top 10 ways to maximize productivity with Multi Channel Communications. Intuate Group - Noble Systems
Hot Trends and Futuristic Technologies in the Contact CenterAvtex
This document discusses trends toward improving the customer experience in contact centers. It summarizes that customer experience is shaped by interactions with a company's employees, systems and channels. It then discusses trends toward cloud computing, omni-channel support, easy customer interactions, web chat, mobile support, social media monitoring, customer and agent profiling, and video capabilities. The document provides examples and statistics on the growth of these trends and their benefits in enhancing customer service.
The document discusses enhancing customer experience for a telecommunications company. It outlines typical challenges such as slow customer response times and activating customers across multiple channels. It proposes an omni-channel solution using Genesys to address all customer touchpoints like voice, SMS, social media and live chat. The solution would also use CRM, marketing automation, a knowledge base and business intelligence tools to improve the customer journey, reduce costs and drive revenues. Social media monitoring and publishing capabilities are demonstrated. Overall the solution aims to provide a centralized customer care platform for a better customer experience.
This document discusses how contact centers can enhance the customer experience through a multi-channel approach. It emphasizes implementing a customer-centric strategy, understanding changing customer behaviors and expectations, and using technology like analytics to optimize processes and empower agents. A multi-channel contact center that provides a consistent, personalized experience across channels can boost customer loyalty while meeting demands for convenient, on-demand service.
Best Practices in Business Innovation: Business Models Changing the Landscape...Aggregage
Companies these days cannot afford to stand still!
Cheryl Perkins, Founder and President of Innovationedge and a visionary business leader, will share best practices of companies who are defining and implementing new business models. These models are used to create new pathways to value and deliver growth in today’s business climate. She will lead you on a journey through business model basics and describe how companies are taking innovation strategy to the next level, while tackling the current challenges of talent management and innovation fatigue.
Digital transformation of processes and operations can improve customer engagement through understanding customer pain points and implementing omnichannel strategies. This involves analyzing customer data across communication channels to better understand customer journeys and provide a seamless, personalized experience. Building an ecosystem of localized, high quality content accessible across multiple devices and connectivity options is important for customer satisfaction.
Automotive - Oracle Service Cloud - Solution OverviewEphlux
The document discusses Oracle Service Cloud, a customer service platform for the automotive industry. It consists of modules for web/mobile self-service, social media engagement, a contact center, customer feedback, and a knowledge base. The platform allows companies to provide a consistent customer experience across all channels by guiding customers to relevant information and assisting agents. It aims to wow customers through their entire journey and strengthen relationships.
The document describes an implementation of social CRM and online customer relationship management for Raiffeisen Bank International. It discusses using location-based mobile campaigns, chatbots, and social media interactions to engage customers in personalized conversations. The goal is to reach customers where they are online and improve customer service interactions through more natural dialogues. Partnering Corp is presented as a company that can provide such a social CRM platform and location-based campaign services to optimize customer engagement.
Call Center Challenges and It's Solutions By Rupesh Deshmukh.pptxRupeshDeshmukh27
Call centers face challenges like high wait times, abandoned calls, and agent stress. Solutions include announcing estimated wait times, offering virtual queuing, playing engaging announcements, and offering self-service. Emerging technologies like AI, omnichannel software, and advanced analytics can also help by improving routing, enhancing customer experience across channels, and providing insights. Adopting quality assurance technology, digital scorecards, learning management systems, and real-time customer journey mapping can further optimize processes and outcomes. Service providers that offer these solutions were also listed.
The document discusses opportunities to improve the patient experience for accessing healthcare. It notes that patients now expect seamless, on-demand access across any channel based on experiences with other industries. However, most healthcare organizations still focus primarily on phone-based access and measure success based on call metrics rather than the patient perspective. The document advocates designing access with a patient-centered, omni-channel approach to provide a consistent experience across online, mobile, phone and social media channels. This would better meet evolving patient expectations for convenient, on-demand access to information and services.
Customer support is a valuable part of managing a modern business. What is call center organizations with medium-to-large customer bases frequently making use of a centralized answering services company to deal with customer support issues?
Gartner defines the call center as a “department by which employees receive making high volumes of phone calls” with internal customers (for example helpdesks) and exterior customers (customer support and support).
Call centers have numerous purposes, including:
Customer service and support
Account management
Market research
Telemarketing
Billing
Pointel is a leading provider of contact center and CRM solutions, with over 100 successful implementations for Fortune 2000 companies. The document introduces Pointel's Survey Solution, which allows companies to collect customer feedback through post-interaction surveys. The Survey Solution can be used across different customer touchpoints and is designed for easy use by both business users and contact center agents. It provides interactive reports and insights that help companies improve customer experience and contact center operations.
The presentation aims at providing insights into the current state of Customer Services and what it is expected to be in the future. It provides analytics driven information in the world of Customer Service, while highlighting the key areas, for leaders and IT decision makers to focus on.
This document discusses the importance of personalization in automated customer service interactions. It notes that while automated solutions like IVRs are much cheaper than live agents, customers still desire personalization. The document explores how personalization can be achieved in IVRs through remembering past customer interactions and preferences to improve routing and service. Examples of personalized IVR implementations that improved customer satisfaction metrics and reduced costs are provided. The challenges of integrating legacy systems to enable personalization are also discussed.
Making Automation Feel Less Automated and More Caringkevinmarkpearce
This document discusses the importance of personalization in automated customer service interactions. It notes that while automated solutions are cheaper than live agents, customers still expect a personalized experience. The document advocates for personalizing automated phone systems using customer history and other data to improve routing and provide a better customer experience. It provides examples of how companies have implemented personalized IVR solutions to increase automation rates and reduce costs while improving customer satisfaction.
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• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
Join Maher Hanafi, VP of Engineering at Betterworks, in this new session where he'll share a practical framework to transform Gen AI prototypes into impactful products! He'll delve into the complexities of data collection and management, model selection and optimization, and ensuring security, scalability, and responsible use.
Unlocking Employee Potential with the Power of Continuous FeedbackAggregage
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Recent studies show that only 21% of employees feel their performance and growth are within their control. What if the answer to employee development and high performance lies elsewhere?
Enter continuous feedback. Imagine a work environment where feedback isn't a dreaded annual event, but a constant source of growth. Join us to discover how ongoing, actionable feedback empowers your team to take ownership of their performance, boosting engagement and development. After all, when surveyed, almost all employees say they want and crave timely feedback!
Objectives:
• Navigate employee challenges with feedback and equip yourself with effective delivery methods.
• Learn how to cultivate a thriving workforce through frequent feedback conversations.
• Gain practical strategies to turn you into a feedback pro, improving communication, empowering your team, and unlocking employee potential.
The Key to Sustainable Energy Optimization: A Data-Driven Approach for Manufa...Aggregage
Join us for a practical webinar, hosted by Kevin Kai Wong of Emergent Energy, where we'll explore how leveraging data-rich energy management solutions can drive operational excellence in the evolving landscape of energy intelligence and sustainability in manufacturing!
From Awareness to Action: An HR Guide to Making Accessibility AccessibleAggregage
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Making accessibility accessible for organizations of all sizes may seem complex, but it doesn’t have to be.
Prepare to broaden your understanding of Disability, Cultural Competency, and Inclusion with this insightful webinar. We’ll explore disability as a vibrant culture, understand the nuances of reasonable accommodations under the ADA, and navigate the complexities of undue hardship while challenging the status quo of accessibility practices. This session will offer practical strategies for creating a company culture of accessibility, ranging from cost-effective initiatives to moderate investments, ensuring an environment where every individual feels valued, respected, and included.
We'll cover:
• Introduction to Disability, Cultural Competency, and Inclusion
• Defining reasonable accommodation and undue hardship
• The power of intention in inclusion and how to empower employees with disabilities
• Types of accessibility
• How to create a company culture of accessibility at any size
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...Aggregage
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In the fast-paced world of digital innovation, success is often accompanied by a multitude of challenges - like the pitfalls lurking at every turn, threatening to derail the most promising projects. But fret not, this webinar is your key to effective product development!
Join us for an enlightening session to empower you to lead your team to greater heights. Through compelling storytelling and actionable insights, learn to overcome challenges like misaligned objectives, communication breakdowns, and resistance to change.
Takeaways:
• Uncover and navigate through common pitfalls that are plaguing product teams today.
• Explore proven solutions, laying the groundwork for triumphant product launches.
• Gain inspiration from real-world success examples from top digital companies, offering invaluable insights into their winning strategies.
• Discover how the symbiotic relationship between product managers, UX/UI designers, and developers can transform pitfalls into opportunities, propelling your product outcomes to unprecedented heights.
How to Leverage Behavioral Science Insights for Direct Mail SuccessAggregage
Join Neal Boornazian and Nancy Harhut to discover proven, actionable strategies to leverage behavioral science in your direct mail today, and leave this webinar with a competitive advantage that lets you easily boost your engagement and response rates!
Sales & Marketing Alignment: How to Synergize for SuccessAggregage
While many B2B organizations continue to struggle with aligning their marketing and sales teams, they can take practical steps to unify both teams and simplify their approach. In this webinar, Carlos Hidalgo, CEO of Digital Exhaust and B2B expert, will show you how to solve your company's alignment troubles to meet organizational growth objectives!
How Automation is Driving Efficiency Through the Last Mile of ReportingAggregage
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As organizations strive for agility and efficiency, it's imperative for finance leaders to embrace innovative technologies and redefine traditional processes. Join us as we explore the pivotal role of digitalization and automation in reshaping what is commonly referred to as the “last mile of reporting”.
We’ll deep-dive into why digitalization is no longer a choice, but a necessity for finance departments to stay competitive in a fast-paced environment touching on:
• 2024 trends for the Office of the CFO: A review of today’s automation revolution within the finance department as it faces evolving internal and external challenges.
• Leveraging automation for efficiency and accuracy: Learn how automation tools and technologies can streamline repetitive tasks, reduce manual errors, and free up valuable resources for more strategic initiatives.
• Enhancing transparency and stakeholder confidence: See how robust disclosure management practices contribute to increased transparency, fostering trust among stakeholders, including investors, regulators, and internal decision-makers.
• Overcoming challenges and embracing change: Gain practical strategies and best practices for overcoming common barriers to digital transformation within finance departments and learn how to effectively manage change to maximize the benefits of automation.
MongoDB vs ScyllaDB: Tractian’s Experience with Real-Time MLScyllaDB
Tractian, an AI-driven industrial monitoring company, recently discovered that their real-time ML environment needed to handle a tenfold increase in data throughput. In this session, JP Voltani (Head of Engineering at Tractian), details why and how they moved to ScyllaDB to scale their data pipeline for this challenge. JP compares ScyllaDB, MongoDB, and PostgreSQL, evaluating their data models, query languages, sharding and replication, and benchmark results. Attendees will gain practical insights into the MongoDB to ScyllaDB migration process, including challenges, lessons learned, and the impact on product performance.
In ScyllaDB 6.0, we complete the transition to strong consistency for all of the cluster metadata. In this session, Konstantin Osipov covers the improvements we introduce along the way for such features as CDC, authentication, service levels, Gossip, and others.
Elasticity vs. State? Exploring Kafka Streams Cassandra State StoreScyllaDB
kafka-streams-cassandra-state-store' is a drop-in Kafka Streams State Store implementation that persists data to Apache Cassandra.
By moving the state to an external datastore the stateful streams app (from a deployment point of view) effectively becomes stateless. This greatly improves elasticity and allows for fluent CI/CD (rolling upgrades, security patching, pod eviction, ...).
It also can also help to reduce failure recovery and rebalancing downtimes, with demos showing sporty 100ms rebalancing downtimes for your stateful Kafka Streams application, no matter the size of the application’s state.
As a bonus accessing Cassandra State Stores via 'Interactive Queries' (e.g. exposing via REST API) is simple and efficient since there's no need for an RPC layer proxying and fanning out requests to all instances of your streams application.
QA or the Highway - Component Testing: Bridging the gap between frontend appl...zjhamm304
These are the slides for the presentation, "Component Testing: Bridging the gap between frontend applications" that was presented at QA or the Highway 2024 in Columbus, OH by Zachary Hamm.
Introducing BoxLang : A new JVM language for productivity and modularity!Ortus Solutions, Corp
Just like life, our code must adapt to the ever changing world we live in. From one day coding for the web, to the next for our tablets or APIs or for running serverless applications. Multi-runtime development is the future of coding, the future is to be dynamic. Let us introduce you to BoxLang.
Dynamic. Modular. Productive.
BoxLang redefines development with its dynamic nature, empowering developers to craft expressive and functional code effortlessly. Its modular architecture prioritizes flexibility, allowing for seamless integration into existing ecosystems.
Interoperability at its Core
With 100% interoperability with Java, BoxLang seamlessly bridges the gap between traditional and modern development paradigms, unlocking new possibilities for innovation and collaboration.
Multi-Runtime
From the tiny 2m operating system binary to running on our pure Java web server, CommandBox, Jakarta EE, AWS Lambda, Microsoft Functions, Web Assembly, Android and more. BoxLang has been designed to enhance and adapt according to it's runnable runtime.
The Fusion of Modernity and Tradition
Experience the fusion of modern features inspired by CFML, Node, Ruby, Kotlin, Java, and Clojure, combined with the familiarity of Java bytecode compilation, making BoxLang a language of choice for forward-thinking developers.
Empowering Transition with Transpiler Support
Transitioning from CFML to BoxLang is seamless with our JIT transpiler, facilitating smooth migration and preserving existing code investments.
Unlocking Creativity with IDE Tools
Unleash your creativity with powerful IDE tools tailored for BoxLang, providing an intuitive development experience and streamlining your workflow. Join us as we embark on a journey to redefine JVM development. Welcome to the era of BoxLang.
This time, we're diving into the murky waters of the Fuxnet malware, a brainchild of the illustrious Blackjack hacking group.
Let's set the scene: Moscow, a city unsuspectingly going about its business, unaware that it's about to be the star of Blackjack's latest production. The method? Oh, nothing too fancy, just the classic "let's potentially disable sensor-gateways" move.
In a move of unparalleled transparency, Blackjack decides to broadcast their cyber conquests on ruexfil.com. Because nothing screams "covert operation" like a public display of your hacking prowess, complete with screenshots for the visually inclined.
Ah, but here's where the plot thickens: the initial claim of 2,659 sensor-gateways laid to waste? A slight exaggeration, it seems. The actual tally? A little over 500. It's akin to declaring world domination and then barely managing to annex your backyard.
For Blackjack, ever the dramatists, hint at a sequel, suggesting the JSON files were merely a teaser of the chaos yet to come. Because what's a cyberattack without a hint of sequel bait, teasing audiences with the promise of more digital destruction?
-------
This document presents a comprehensive analysis of the Fuxnet malware, attributed to the Blackjack hacking group, which has reportedly targeted infrastructure. The analysis delves into various aspects of the malware, including its technical specifications, impact on systems, defense mechanisms, propagation methods, targets, and the motivations behind its deployment. By examining these facets, the document aims to provide a detailed overview of Fuxnet's capabilities and its implications for cybersecurity.
The document offers a qualitative summary of the Fuxnet malware, based on the information publicly shared by the attackers and analyzed by cybersecurity experts. This analysis is invaluable for security professionals, IT specialists, and stakeholders in various industries, as it not only sheds light on the technical intricacies of a sophisticated cyber threat but also emphasizes the importance of robust cybersecurity measures in safeguarding critical infrastructure against emerging threats. Through this detailed examination, the document contributes to the broader understanding of cyber warfare tactics and enhances the preparedness of organizations to defend against similar attacks in the future.
DynamoDB to ScyllaDB: Technical Comparison and the Path to SuccessScyllaDB
What can you expect when migrating from DynamoDB to ScyllaDB? This session provides a jumpstart based on what we’ve learned from working with your peers across hundreds of use cases. Discover how ScyllaDB’s architecture, capabilities, and performance compares to DynamoDB’s. Then, hear about your DynamoDB to ScyllaDB migration options and practical strategies for success, including our top do’s and don’ts.
The document discusses fundamentals of software testing including definitions of testing, why testing is necessary, seven testing principles, and the test process. It describes the test process as consisting of test planning, monitoring and control, analysis, design, implementation, execution, and completion. It also outlines the typical work products created during each phase of the test process.
TrustArc Webinar - Your Guide for Smooth Cross-Border Data Transfers and Glob...TrustArc
Global data transfers can be tricky due to different regulations and individual protections in each country. Sharing data with vendors has become such a normal part of business operations that some may not even realize they’re conducting a cross-border data transfer!
The Global CBPR Forum launched the new Global Cross-Border Privacy Rules framework in May 2024 to ensure that privacy compliance and regulatory differences across participating jurisdictions do not block a business's ability to deliver its products and services worldwide.
To benefit consumers and businesses, Global CBPRs promote trust and accountability while moving toward a future where consumer privacy is honored and data can be transferred responsibly across borders.
This webinar will review:
- What is a data transfer and its related risks
- How to manage and mitigate your data transfer risks
- How do different data transfer mechanisms like the EU-US DPF and Global CBPR benefit your business globally
- Globally what are the cross-border data transfer regulations and guidelines
CNSCon 2024 Lightning Talk: Don’t Make Me Impersonate My IdentityCynthia Thomas
Identities are a crucial part of running workloads on Kubernetes. How do you ensure Pods can securely access Cloud resources? In this lightning talk, you will learn how large Cloud providers work together to share Identity Provider responsibilities in order to federate identities in multi-cloud environments.
Tool Support for Testing as Chapter 6 of ISTQB Foundation 2018. Topics covered are Tool Benefits, Test Tool Classification, Benefits of Test Automation and Risk of Test Automation
CTO Insights: Steering a High-Stakes Database MigrationScyllaDB
In migrating a massive, business-critical database, the Chief Technology Officer's (CTO) perspective is crucial. This endeavor requires meticulous planning, risk assessment, and a structured approach to ensure minimal disruption and maximum data integrity during the transition. The CTO's role involves overseeing technical strategies, evaluating the impact on operations, ensuring data security, and coordinating with relevant teams to execute a seamless migration while mitigating potential risks. The focus is on maintaining continuity, optimising performance, and safeguarding the business's essential data throughout the migration process
Radically Outperforming DynamoDB @ Digital Turbine with SADA and Google CloudScyllaDB
Digital Turbine, the Leading Mobile Growth & Monetization Platform, did the analysis and made the leap from DynamoDB to ScyllaDB Cloud on GCP. Suffice it to say, they stuck the landing. We'll introduce Joseph Shorter, VP, Platform Architecture at DT, who lead the charge for change and can speak first-hand to the performance, reliability, and cost benefits of this move. Miles Ward, CTO @ SADA will help explore what this move looks like behind the scenes, in the Scylla Cloud SaaS platform. We'll walk you through before and after, and what it took to get there (easier than you'd guess I bet!).
MySQL InnoDB Storage Engine: Deep Dive - MydbopsMydbops
This presentation, titled "MySQL - InnoDB" and delivered by Mayank Prasad at the Mydbops Open Source Database Meetup 16 on June 8th, 2024, covers dynamic configuration of REDO logs and instant ADD/DROP columns in InnoDB.
This presentation dives deep into the world of InnoDB, exploring two ground-breaking features introduced in MySQL 8.0:
• Dynamic Configuration of REDO Logs: Enhance your database's performance and flexibility with on-the-fly adjustments to REDO log capacity. Unleash the power of the snake metaphor to visualize how InnoDB manages REDO log files.
• Instant ADD/DROP Columns: Say goodbye to costly table rebuilds! This presentation unveils how InnoDB now enables seamless addition and removal of columns without compromising data integrity or incurring downtime.
Key Learnings:
• Grasp the concept of REDO logs and their significance in InnoDB's transaction management.
• Discover the advantages of dynamic REDO log configuration and how to leverage it for optimal performance.
• Understand the inner workings of instant ADD/DROP columns and their impact on database operations.
• Gain valuable insights into the row versioning mechanism that empowers instant column modifications.
The Future of Contact Centers: What Technology Is Right for Your Customers
1. Laura Sikorski Erin Washington
With: Moderated by:
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The Future of Contact Centers: What Technology
Is Right For Your Customers?
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2. Quovim C3 is a Canadian leader providing complete Cross-Channel
Communications solutions to customer-driven organizations with contact,
distribution and/or service centers. No matter the means of communication your
client uses to connect with you — phone, email, chat, web, social media — using
a single integrated platform, you will benefit from a transparent all-in-one Contact
Center environment. Clients receive the same high quality experience, while you
gain greater clarity in your operations, generate cost-savings and strengthen
customer relationships.
Proprietary- Use With Permission Only
3. Click on the Questions panel to
interact with the presenters
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4. About Laura Sikorski
Laura Sikorski is a recognized expert in Call/Contact Centers, Project/Program Management and
Business Operations. She has worked with hospitals, utilities, automobile manufacturers and
numerous other industries across the nation. The Call/Contact Center policies, procedures,
technology improvements, training programs and implementation plans developed by Laura have
improved operational excellence. They have enabled staff to proactively anticipate customer needs to
resolve all issues through consistency and product knowledge, and ensure employees are consistently
meeting and/or exceeding customer expectations and satisfaction.
About Erin Washington
Erin went to the University of Georgia and majored in International Affairs with a minor in Spanish. She
gained customer service experience after working as a customer service representative for 2 years. She
now works as an Editor at Aggregage, providing some of the most interesting thought-leaders in customer
experience with a space to celebrate the diversity, depth, and experience of their professional cultures,
personalities, and passions.
Proprietary- Use With Permission Only
5. 5
• Successful Contact Center
• Customer Needs/Thinking Like a Customer
• Digital Transformation Strategy
• Robust Contact Center Features
• Artificial Intelligence, Cloud, Mobile, Self-Service, Speech Recognition, Phone Trees,
Surveys, Test, Email, Voice Mail, Chat, Video, Social Media
• Project Management
• ROI From Technology Improvements
Agenda
The Future of Contact Centers: What Technology Is Right for Your Customers?
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6. 6
Your Contact Center is the most customer (internal or external) focused area in
your organization and it is where
• Centralized conversation takes place
• The Voice Of The Customer is amplified
• The data captured is significant
Regardless of a customer’s touchpoint, there should be no point of failure or
frustration
Value Of Your Contact Center
The Future of Contact Centers: What Technology Is Right for Your Customers?
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7. 7
Should get accurate and courteous service from the FIRST person they
interact with without needing to be transferred to anyone else during
their interaction
They want and deserve the best service!
Your External Customers
The Future of Contact Centers: What Technology Is Right for Your Customers?
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8. 8
• All employees should have quick access to information and the authority to make
decisions so that they can address your customers’ needs and concerns
• Technology influences your workplace and corporate culture*
• It is important that all staff know how to use your technology to create a better work
environment*
• Go beyond traditional internal communications such as town halls, video chats, or
instant messaging*
• Set-up communication channels for employees to collaborate, recognize one another
and provide candid feedback without fear of repercussion*
Your Internal Customers
*Source: Newsday Oct 27, 2019 How is Technology Changing Your Workplace Culture? By Doug Claffey
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9. 9
• Combines the best of human interaction, automation and communications technology
• Management communicates formally and informally (Pre-shift briefings, staff and all-
hands meetings)
• Management keeps everyone informed
• Balances business messages with fun to stay motivated and focused
• Staff gets accurate information on time, at the same time, in the same format
Successful Contact Center
The Future of Contact Centers: What Technology Is Right for Your Customers?
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10. 10
• Position the Contact Center for Customer Experience
• Align the Contact Center with overall brand strategy
• Identify and share KPIs across your organization
• Create a Customer Experience Vision demonstrating the Contact Center’s role
• Create shared dashboards
• Award the entire team for achieving milestones
• Benchmark progress against rest of your industry to continuously improve
Successful Contact Center
The Future of Contact Centers: What Technology Is Right for Your Customers?
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11. 11
• Forecast Accuracy
• Schedule Fit
• Service Level
• Quality (FCR or ZCR)
• Employee Satisfaction
• Customer Satisfaction
• Strategic Value
Operational Measurement
The Future of Contact Centers: What Technology Is Right for Your Customers?
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12. 12
On their terms
When they want
On the method/channel of their choice
and . . . they expect the same service regardless of the method/channel
75% of consumers expect a consistent experience whenever they engage*
*Salesforce.com Blog
Customers Want To Do Business With You
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95.4% Telephone
87.8% Email
67.7% Internet/Website
53.6% IVR
40.1% SMS (Text)
34.4% Social Media
29.1% Chat
19.5% Mobile
Statistical information from Dimension Data’s 811 Report
Customer Channels/Touchpoints
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First Call Resolution
“Close” customer issue on initial interaction without follow-up
Zero Call Resolution
Proactively calling customers with changes/updates
First Call Resolution vs. Zero Call Resolution
The Future of Contact Centers: What Technology Is Right for Your Customers?
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16. 16
Customer Service (CS) is what you do for your customers at a specific time to help with
an issue
• Poor CS almost guarantees that the next time your customer has a need, they’ll
look elsewhere
Customer Experience (CX) is how your customers feel about you and your brand (Service
and Products)
• Really helping customers and delivering a positive experience will create loyalty
Customer Service (CS) vs. Customer Experience (CX)
The Future of Contact Centers: What Technology Is Right for Your Customers?
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17. 17
The Amazon Factor
Amazon Video SLA
Mayday button Amazon Kindle
Fire
Was 15 sec -> now 9 sec
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18. 18
Key Elements
• Convenience
• Consistency
• Empowerment
• Agility
Customer Journey
• How they contact you
• What they ask for
• Did you make it easy for them
• Will they “buy” again
Channel Experience
The Future of Contact Centers: What Technology Is Right for Your Customers?
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19. 19
Over half of customer interactions happen during a multi-event, multi-channel
contextual journey across touchpoints
Website, Mobile app, Contact Center, Back Office, Store
• Anchored in how customers think about contacting you
• An event that marks the defining experience of key lifecycles of a customer
• Typically multi-touch, multi-channel and cross functional
• An evolution in thinking over traditional touchpoint or “moments of truth” approaches
Customer Journey
The Future of Contact Centers: What Technology Is Right for Your Customers?
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9.5 Can’t get a human
9.4 Too many phone steps
9.3 Long wait on hold
9.0 Extras are pitched
8.9 No apology for unresolved problems
8.5 Boring hold music
NR Being put on hold
Most Infuriating CS Problems
Source: Consumer Reports 1-10 rating scale
The Future of Contact Centers: What Technology Is Right for Your Customers?
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70% of consumers say technology has made
it easier than ever to take their business
elsewhere*
Optimizing Your Technology for Your Customers
* Salesforce.com Blog
The Future of Contact Centers: What Technology Is Right for Your Customers?
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22. 22
• We are all customers of someone else
• What do they like
• What do they dislike
• Why do they go to your website
• Where/what can you improve
• Review your Feedback Surveys for the good, bad and the ugly
• Implement customer focus groups
• Your industry, competition, what are other industries doing
• Internal Stakeholders
Think Like a Customer
The Future of Contact Centers: What Technology Is Right for Your Customers?
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23. 23
• Definitions
• Adding non-voice channels (email, chat, video, text, social media)
• Automating tasks using self-service, speech recognition
• Incorporating Artificial Intelligence (AI)/Machine Learning, “The Cloud”
• Current Contact Center Departments/Future Contact Center Departments
• Sales, Order Entry, Billing, Appointments, Customer Service, Help Desk, etc.
• Current/Future application integrations including reports
• Internet of Things
• Desired End Result
• Personalization of the customer experience
• Improving the customer journey – contact center agents/front and back-office employees
Digital Transformation Strategy
The Future of Contact Centers: What Technology Is Right for Your Customers?
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24. 24
Definition - The theory and development of computer systems able to
perform tasks that normally require human intelligence, such as visual
perception, speech recognition, decision-making, and translation between
languages
“Everything we love about civilization is a product of intelligence, so
amplifying our human intelligence with artificial intelligence has the
potential of helping civilization flourish like never before – as long as we
manage to keep the technology beneficial.“ Max Tegmark, President of the Future of Life
Institute
Artificial Intelligence (AI)
The Future of Contact Centers: What Technology Is Right for Your Customers?
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25. 25
• 1-800-Flowers
• Facebook Messenger chatbot to help customer order flowers – the bot is trained to pick up conversational queues, can
suggest floral arrangements and show a picture
• North Face
• Uses Watson to create a personalized shopping experience
• Helps customers refine product selections based on answers to specific questions
• Dixons Carphone (UK)
• “Cami” is a product expert, recommends cases and insurance
• Ticketmaster
• Combats ticket fraud
• Buyers registers on their website and the bot analyzes if they are human
• Domino’s Pizza
• Facebook Messenger chatbot named “Dom”
• Customer sends a message “pizza”, the bot gets the details and the order is
completed faster that if they called the store or went through the drive-thru
Examples of AI
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26. 26
Allows you to set up what is essentially a virtual office to give you the
flexibility of connecting to your business anywhere and at any time
Rather than purchasing expensive systems and equipment (CAPEX) for your
business, you can reduce your costs by using the resources of your cloud
computing service provider (OPEX)
“The Cloud”
The Future of Contact Centers: What Technology Is Right for Your Customers?
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27. 27
• Reduced IT costs
• Scalability
• Business Continuity
• Flexibility of Work Practices
• Access to Automatic Updates
• Monthly Operations costs
• Per Agent/Supervisor
• Maintenance/Support
Cloud - Benefits
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• Privacy agreement and service level agreement
• Security and data protection
• Location of data
• Legislation and regulation
Cloud - Risks
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29. 29
Mobile technology is exactly what the name indicates – technology that is portable; it refers to any
device that you can carry with you to perform a wide variety of “tasks”
It is technology that allows those tasks to be performed via cellular phone, PDA, vehicles, laptops,
etc.
A standard mobile device has gone from being no more than a simple two-way pager to being a
cellular phone, a GPS navigation system, a web browser, and instant messenger system, a video
gaming system, ++
It includes the use of a variety of transmission media such as: radio wave, microwave, infra-red,
GPS and Bluetooth to allow for the transfer of data via voice, text, video, 2-dimensional barcodes,
++
Mobile Technology
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• Calls
• Text
• Web
• Apps
• Games
• Social Networking
• Music
• ++
Mobile Uses
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• Marketing
• Emergency notification systems
• Customer service
• Customer payments
• Inventory management
• Employee dispatching
• Travel directions
• Non-profit fundraising
• ++
Mobile Applications
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Is the mix of processing software that will provide your
• Customers with never fail choices to reach you
AND
• Staff with all the job tools they need
HAPPY EMPLOYEES MEANS HAPPY CUSTOMERS
Contact Center Technology Today
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Contact Center sets w/Visual Display
Headsets - Wireless
Agent / Supervisor Licenses
Virtual Assistant for all response query types
Simultaneous User licenses
IVR System
Speech Enabled IVR
Speech Recognition
Languages - Support for multiple languages
Internal Administration of IVR / IVA Self-Service
CTI Integration (Screen Pops) by Tel # and/or Account #
Wallboards or equivalent
Recorded Announcement Device
Reporting Standard and Custom
Silent Monitoring/Call Recording/Quality Management
Instant Messaging
Score Cards
Agent Screen Capture/Scrapes
Skills Based Routing
Speech Analytics
Co-Browsing
Last Agent
Workforce Management Software
Voice response queries/routing
E-mail response queries/routing
Chat response queries/routing
Video response queries/routing
SMS Text response queries/routing
Fax-on-Demand response queries/routing
Social Media response queries/routing
Virtual Hold/Scheduled Call Backs
Voice Queue "ETA"
Call Blending (in/outbound)
Post Call Survey
Outbound Dialer (Preview and/or Predictive)
InterQueue - Call routing by site
Softphone clients for Remote Agents (Home & Disaster
Recovery Sites)
Trunks (SIP)
Text to Speech
Speech to Text
Query (Context) integration to customer record
(software)
Query (Context) integration to customer record
Data Mining
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• Back to Basics
• Call your phone numbers
• Call Types/Reasons for calls
• Call Flow, Script, Routing
• Abandon Calls
• Reasons for “transfer out”
• Where are the “dead ends”
• Do you send customers to “Voice Mail”
• Features must have now vs. future
Voice
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• Interactive Voice Response
• Phone Tree Menu – Speech Recognition, Self Service + CTI, Live Agent + CTI
• Time in Queue/Call Backs
• Last Agent
• Interactive Virtual Assistant
• Self-Service
• Machine Learning
• Phases – easiest first
• Communicate and involve all Departments early in the process
• Reports
Voice Routing
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Self Service
Source: ICMI
91%
40% 45%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
CUSTOMER WOULD USE DIGITAL IF AVAILABLE AND
TAILORED TO THEM
CUSTOMERS WHO CALLCONTACT CENTER AFTER SELF-
SERVICE
LIKELY TO ABANDON DIGITALIF NO QUICK ANSWERS
TO QUESTIONS
DIGITAL SURVEY STATS
The Future of Contact Centers: What Technology Is Right for Your
Customers?
The Future of Contact Centers: What Technology Is Right for Your
Customers?
The Future of Contact Centers: What Technology Is Right for Your Customers?
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37. 37
• High marks for its high completion rate, accuracy and vocabulary
• Customers only have to “register” once using their voice and voice patterns
are recorded on file for future transactions
• United Airlines: 97 % completion rate with speech recognition
• Numerous press options to gain flight information ( press “x” for flight information, then arrivals or
departures, day of flight they are checking, flight number, etc.)
• “I want to check an arrival flight for today. I don’t have the flight number.”
• 4 rounds of DTMF have been eliminated and customer effort and frustration have been reduced or
eliminated
Speech Recognition
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38. 38
Know your customers and the services you want to showcase
• Do not make it difficult to reach a “live” agent
• Fewer options 4x4
• Simple direct words (not company jargon)
• For ____, Press “x”
• Self service: touch tone vs. speech recognition
• Be sure staff knows hidden options
• Use 2 methods for authentication
• Measure and track IVR performance and modify as needed
Standardize Phone Tree(s) – Open & Closed
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39. 39
A post call survey should be used to capture the voice of the
customer
Provides feedback on
How well you are serving your customers
Perceived value of all programs
Ease of use of program components
Help improve the customer experience
Post Call Survey
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40. 40
Right Customer to the Right Agent at the Right Time
Success depends on accurate:
• Planning and forecast (call volume and staffing)
• Agent skill definitions
• Base staff calculations
• Rostered (shrinkage)
SBR is NOT a substitute for good planning
Skills Based Routing
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41. 41
• The purpose of a telephone system is to facilitate talk between a company and its
callers
• Voice mail has a growing reputation as a barrier to this communication rather an
aid
• The use of voice mail has enabled callers to demand the acceptance of their call
and the expectation is that you will respond immediately
• Whenever you invite a caller to leave a message, you should make the callback
within a reasonable time
• An acceptable time is generally within an hour unless you state otherwise in your voice
mail greeting.
Voice Mail
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Having an individual agent listen to and return voice mail calls presents many challenges
• ACD tracking is lost
• When do you take this agent “off of” answering inbound calls?
• Callers time in queue will increase
• Abandoned calls will increase
• 17% of all abandoned callers do not call back and you will experience lost revenue
• What happens if the caller is not available when the agent calls back?
• How many times do you try to leave a message?
• Do you reassign another agent to make the callback and how do you track?
• What if the caller has already called back and has had the reason for their call satisfied?
• What do you do on the day you experience an unexpected increase in call volume & more calls are going to VM?
• How do you schedule callbacks when you already do not have enough staff to answer incoming callers?
Voice Mail
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• Special Processing group - how many email conversations at one time
• Integration with Active Directory
• Reply time standards for customer inquiries (i.e., 1-hour, same day, 24
hours, 48 hours)
• Signature components – actual name vs. department name
• Vacation/out of the office message
• Standardized email responses for the various inquiry types
• Reports
Email Routing
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• Too much information
• Difficult to navigate for answers
• Customer Service – FAQs
• E-commerce
• Click options to route calls, emails, texts, chats, videos
• Reports
• Co-Browsing
Website
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45. 45
• Outbound campaigns
• Upcoming event
• Appointment confirmation
• Product delivery delay
• Inbound responses
• Accept invitations
• Input authentication codes
• Accept new delivery date
• Reports
Text Routing
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• Offer a “click to chat” in your “Contact-us” tab
• Time frames to offer chat capability pop-ups
• Live Agent only – How many chat conversations at one time
• Virtual Assistant only
• Virtual Assistant to Live Agent
• Customer Print Capability
• Reports
Chat Routing
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• Routing to a Live Video Agent
• Collaboration
• Customers/product how to’s
• Doctor/Patient/Family
• Reports
Video Routing
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• Integration with “spider” software
• Special Processing group - how many email conversations at one time
• Positive/Negative Comments
• Ability to quickly respond
• Reports
Social Media Routing
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• Measure the degree a product or service meets a customer’s expectations
• Obtained from customer feedback surveys:
• Purchase of a product
• Interacts with service
• Experience with your company
• Sample questions:
• Were you satisfied with ____? (Yes or No)
• On a scale of 1-10, how satisfied are you with ____? (Yes or No?)
• How would you rate your satisfaction with ____? Unsatisfied, Somewhat Satisfied,
Very Satisfied, etc.)
Customer Satisfactions (CSat)
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• Measures customer experience
• Ask a question using a 0-10 rating scale
• On a scale 0 to 10, how likely is it that you would recommend our company
(product or service) to a friend, family member or colleague?
• 9 to 10 are Promoters (are loyal enthusiasts who will keep buying and refer others, fueling
growth)
• 7 to 8 are Passives (are satisfied, but unenthusiastic customers who are vulnerable to
competitive offerings)
• 0 to 6 are Detractors (are unhappy customers who can damage your brand and impede growth
through negative word-of-mouth)
Net Promoter Score (NPS)
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• Measures how much effort your customers have to exert in order to get
their issues resolved
• If their CES is high, it will likely affect your overall customer satisfaction in
a negative way
• Do not get confused
• A high CSat or NPS is good; however, a high CES is bad
Customer Effort (CES)
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ROI From Technology Improvements
INTELLIGENT
ROUTING
(IVR & SKILLS)
20%
IVR
SELF-SERVICE
15-30%
CTI
20%
26 Seconds off
Talk Time
(Authentication)
WORKFORCE
MANAGEMENT
4-20%
DIALER
10-300%
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• Project Manager
• Request for Proposal (RFP)
• Feature Matrix by vendor for Native, Optional, 3rd Party
• Day 1 features
• Phase 2, 3, etc.
• Stakeholders
• Kick-Off Meeting
• Project Plan
• Importance of the Request for Proposal (RFP) and the Statement of Work (SOW)
• Methods of Communications
• Plan for Contingencies
Project Management
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Customers Will Take Control of Their Journey
Internet of Things
Cloud Momentum
Chat Will Increase
Social Media as a Strategic Channel
Proof of Concept Implementation Phases
Sikorski’s Think Abouts
The Future of Contact Centers: What Technology Is Right for Your Customers?
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