@ Contact Centre Intelligent Desktop Mobile Field Service - - PowerPoint PPT Presentation

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mplsystems

Technology division Of Message Pad…

• Est. 1994

Systems deployed In 30 Countries With over 50 UK Deployments Complete “Cloud” Based Contact Centre solutions

Mobile Field Service Technology Contact Centre Technology Intelligent Desktop Resilient Cloud Solution with Agents

• n Demand

@

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The Ideal Agent Desktop!

Resolve all requests in a single user interface Easy access to all my customer’s data from across the organisation Real time updates Automatically identify customers Help the agent help the customer Action requests from one place an interface designed to help me talk to the customer in my Language NOT a traditional CRM solution

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‘Speed of Query Resolution’ ranked above all factors in determining customer service experience: (Survey CallCentres.net 2011) Speed (86%) and Agent Knowledge (73%) are the top improvements expected in phone service in next 5 years (CCA Consumer Research 2012 in association with KCOM)

Impact of the Desktop on Experience

Response Time First Call Resolution Call backs

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The Dynamic Desktop

A dynamic desktop is a ‘Mash-up’ User Interface seamlessly integrating data and actions from multiple systems ‘Clear, single view of customers’ and ‘more skilled/ knowledgeable workers’ will be in top 3 changes for business

• rgansiations (CCA Business Survey May 2011, in association with KCOM)

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Babcock… Balfour Beatty… Ford Retail Online… “Real” Examples

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Challenge

UI to manage inbound call, emails, web enquiries and lead management Provide a single view of customer and unify with lead data Dealing with email and social media alongside calls Monitoring calling quality and campaign performance

The Results

“the introduction of this new system has increased the efficiency of our agents by 25%.” “It has also had a massive impact on response time, we deal with calls web enquiries and emails within seconds and this can be the difference between a sale or a loss” Lee Basham Contact Centre Manager

Ford Retail Online: Online Sales

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Challenge

Create a User Interface to consolidate lead data from multiple sources Align data with constantly changing vertical and geographical targets Optimise calling schedule and deliver appropriate lead data Provide real time performance data and MI

Benefits

“We wanted a system which could adapt to what we needed as opposed to us adapting to what the system provides.”

“As a result of the new solution, our success rate has increased by 30-40% due to the automation which

enables our agents to spend more time with our customers.”

Simon Barber, Operations Manager

Babcock International: Targeting Sales

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