The Contact Centre David Rowlands 8x8 david.rowlands@8x8.com 3 - - PowerPoint PPT Presentation

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the contact centre david rowlands 8x8
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The Contact Centre David Rowlands 8x8 david.rowlands@8x8.com 3 - - PowerPoint PPT Presentation

Mar 06, 2024 375 likes •528 views

3 Ways Technology Can Improve The Contact Centre David Rowlands 8x8 david.rowlands@8x8.com 3 Key Technologies - Business Needs - Outcomes Staff Staff 2 - High Give Customer 1 - Knowing Supervisor them Effort More Tools Work

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3 Ways Technology Can Improve “ The Contact Centre“ David Rowlands 8x8 david.rowlands@8x8.com

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1 - Knowing More Ai – ML, Speech Analytics Improved Knowledge 2 - High Supervisor Work load Time to banish Excel for ever – data mining and Analytics

Impossible First Call Resolution

Multiple Systems inefficiency

3 -Customer Journey and effort – speech to text analytics

Operational Excellence More Customers

Customer Effort –

Interaction Channels

Staff Staff Give them Tools Staff

Interactive FAO

Staff Staff Staff

3 Key Technologies - Business Needs - Outcomes

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5 - Customer experience / Journey mapping – know how you are dealing with the customer and their “customer effort”.

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5 - Customer experience / Journey mapping – know how you are dealing with the customer and their “customer effort”.

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5 - Customer experience / Journey mapping – know how you are dealing with the customer and their “customer effort”.

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Poll – Question

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6 - Deep Analytics – its an “old one”, but you can’t manage what you don’t measure and Excel is just too time consuming.

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6 - Deep Analytics – its an “old one”, but you can’t manage what you don’t measure and Excel is just too time consuming.

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6 - Deep Analytics – its an “old one”, but you can’t manage what you don’t measure and Excel is just too time consuming.

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6 - Deep Analytics – its an “old one”, but you can’t manage what you don’t measure and Excel is just too time consuming.

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Poll – Question

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7 - The Completely Collaborative Customer Experience Quality Management and Speech Analytics

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7 - Speech Analytics Reveals Interaction Trends

4 pre-defined Categories and 67 Topics for immediate insights Visual display

  • f Categories

based on frequency Add your

  • wn

categories and topics Discover context words related to current trending Drill down to calls to learn more

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Efficient, intelligent engagement

  • One click from voice to chat to video
  • Google integration
  • Mobile to desk/conference phones to desktop

More intelligent customer interactions

  • Integrated voice, email, webchat and social
  • Advanced speech and interaction analytics
  • Predictive outbound campaigns
  • Quality, collaborative performance mgt

Integrated global engagement suite with analytics

  • Unlimited global calling across 46 countries
  • Cross-platform team messaging
  • Interaction analytics

X4 X6 X8 X2

Speed to resolution

  • One-click subject matter expert access
  • CRM integration
  • Customer engagement analytics

X Series One System of Engagement One System of Intelligence