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8/3/2019 UCC OSR Customer Final
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8/3/2019 UCC OSR Customer Final
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2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3
ChallengeMaximizing Contact Center Efficiency
How can our contact center achieve greateroperational efficiency?
What can we do to start improving our contactcenters processes, people, and tools?
We need to improve our contact centeroperations, but are also challenged to keepcosts down.
Maximizing our customer interactions is key.How can we improve our operations support,while staying highly productive, ANDenhancing our customer interactions?
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2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4
Solution
2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4
Create an infrastructure for growth
Lower operational costs
Increase productivity
Enhance customer experiences
Operations Support Review Service
Benefits
Designed to help contact centers assess, align, and refine operationalprocesses, resources, and tools
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2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5
Services
Description Application Impact
New installations
Transitioning fromolder technologies
Operational readiness
Dramatically lower costs
Great customer experiences
Technology
architecture isa blueprint forimplementingcontact center
technologiesEnhanced performancemanagement
2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5
Contact Center Architecture
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2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6
Operational Preparedness
2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6
Blending business and operations
management readinessStaff readiness for day-two operations
Tools inventory and gap identification/closure
Balancing internal vs. out task resources
Reduce operational risk to service availability
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7/14 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7
How to Get Started
Prepare Operations Application Impact
Enable operational flexibility
Transform legacy operationsto a converged contact
center environment
Uncover gaps and risksimpacting operations
Identify adjustments in supportrequirements and skill sets
Align operations maturity model
to support on-going activities
Execute business strategy foroptimal operations support
and performance
Support Review Activities
Design process
Support strategy process
Operation function process
Transition process
Continual service improvement
Review infrastructure supportprocesses, procedures and tools
Assess support staff expertise
Provide recommendations
2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7
Prepare, Assess, Assign
Assessment processes andprocedures
Document to determinewhere the maturity levels of
each operations support
element
Gaps and recommendationsprovided to assist in achievingthe optimal operations support
level for your contact center
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8/14 2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 8
SummaryServices Value
Plan operational activities for maximumperformance
Identify gaps and prioritize areas forimprovement and refinement
Achieve operational excellence with long-term maturity development plan of action
Leverage Cisco Unified Contact CenterServices to get started today
For more information contact your localCisco account representative
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Back-Up Slides
Back-Up Slides include: Questionnaire, interview,and agenda details
Back-Up Slides can be added in where you see fit,based on customer requirements and needs
Delete from deck if you do not need beforepresenting to customer
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Questionnaire
2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 11
Evaluate current position of contact center
operational support against Cisco maturity model
Questionnaire Overview Call
Ideal AttendeesContact Center Operations team, IT Team, Help Desk Support,Operations policy and procedures management teams
Topics of DiscussionContact Center Operations team, IT Team, Help Desk Support,Operations policy and procedures management teams
Operational Support Review Customer Questionnaire
Next Steps
Schedule Checkpoint call to review questionnaire progress (1-2 weeks)
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Questionnaire Review Conference Call
2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 12
Duration: 2-3 hours
Who Should Attend?
Recipients and respondents to questionnaire
Discussion Topics
Definitions and examplesGaps and missing documents
Clarification of documents received
Define focus of key areas requiring review
Next StopsIdentify resources to be interviewed
Interview process
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Interview Process
2009 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13
Onsite or remote interview session(s) with identified
resources responsible for policies and managementFocus areas determined by questionnaire responses
Day 2 support team, staff support and education
Capacity management, availability management, change
management
Release management, configuration management, businesscontinuity management
Incident management, problem management, service desk and
service level managementDevelop and schedule workshop
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Workshop Sample Agenda
2009 Ci S I All i h d Ci C fid i lP i ID 14
Review of service findings, provide recommendations and
working session focus on areas needing improvement
Onsite Agenda Sample
Roundtable Introductions 15 Mins
Executive Review (Client) 30 MinsReview of Findings 1.5 Hrs
Break 15 Mins
Review of Findings (Cont.) 1.0 Hrs
Focus on Areas of Improvement 30 Mins
Break 30 Min
Focus on Specific Areas of Improvement Discussion 3.5 Hrs