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You’r
e D
igit
al.
What
Next?
Your contact center
has gone remote
and digital –
what happens next?
How to make sure you’re
optimized for the ‘New Normal’
You’r
e D
igit
al.
What
Next?
Your hosts
Fred StaceyGeneral Manager & Co-Founder
Cloud Call Center Search
Jeff EpsteinVP Marketing
Comm100
You’r
e D
igit
al.
What
Next?
Founded 2010 in Vancouver, BC.
More than 5,000 customers worldwide
About Comm100
Global provider of digital omnichannel
customer experience solutions
• Live chat, email, social, messaging
• Ticketing
• Knowledge Base
• Chatbots and Agent Assist
You’r
e D
igit
al.
What
Next?
About Cloud Call Center Search
More than 25 years of call center experience,
bridging the gap between technology buyers
and sellers
Helping brands simplify their search for cloud-
based contact center solutions – at no charge!
You’r
e D
igit
al.
What
Next?
A pollWhere are you on your digital
transformation journey?
You’r
e D
igit
al.
What
Next?
At all costs, you want to avoid:
• Unproductive agents
• Inadequate technology
• Inefficient budget
• Under-served customers
You’r
e D
igit
al.
What
Next?
What has
changed since
March?
How to
complete
your digital
transformation
How to
optimize
for the
‘New Normal’
On tap today
You’r
e D
igit
al.
What
Next?
What has changed?
1. Triage: move your team to WFH
2. Security: ensure safety and
compliance
3. Management: Measure and
re-architect
You’r
e D
igit
al.
What
Next?
Triage: Moving to WFH
service models
COVID-19 ushered in the largest
work-at-home experiment in history
• New and more efficient channels
• New agent tools & technology
• Bots and knowledge bases to help reduce soaring wait times
1
You’r
e D
igit
al.
What
Next?
• Before: Brick-and-mortar IT had the luxury of owning the environment end-to-end
• After: SaaS and BYOD
• What about PCI and HIPAA compliance?
Security must be preserved2
You’r
e D
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al.
What
Next?
• Now that we are up and running and security and compliance is resolved… what next
• The new norm for agent experience
• On-boarding and ongoing training
• Agent engagement
• Leadership tools in the new age
Management & Measurement3
You’r
e D
igit
al.
What
Next?
How to complete your
contact center’s digital
transformation
• Tools & how to shop for them
• Integrations
• Training
• Agent experience
• New role of IT
You’r
e D
igit
al.
What
Next?
The WFH toolkit
for WFH
Contact Centers
You’r
e D
igit
al.
What
Next?
WFH puts
integrations
back on the
Must-Have list
Every
environment
is unique
Getting your data
into one system of
truth is more then
just mapping fields
Integrations are mission-critical
You’r
e D
igit
al.
What
Next?
The Bad News
no classroom
training
The Good News
Digital training offers
more flexibility
Onboarding
is just the
first step
TrainingNow more than ever, training is essential
You’r
e D
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al.
What
Next?
The agent
desktop: source
of all power
Collaborating
vertically and
horizontally is a
necessity
Opportunity to create
better productivity
and greater
consistency
The New Agent Experience
You’r
e D
igit
al.
What
Next?
A deeper ‘bench’
is requiredHardware, developers,
security experts, data
scientists
More
procurement
complexity
Retool IT and
Operations
teams
Revitalized role of IT
You’r
e D
igit
al.
What
Next?
How to optimize
for the
‘New Normal’
You’r
e D
igit
al.
What
Next?
We’re witnessing
a permanent shift
in consumer
behavior*
• Same service expectations, but:
• Now anytime
• Now anywhere
• Now every channel
• Be sensitive to economic victims
You’r
e D
igit
al.
What
Next?
Embrace digital
• You have new options
• Video
• File sharing
• Auto-translation
• Automation & Bots
You’r
e D
igit
al.
What
Next?
Get to know
your data
• With new tech comes new
data – and clues for
continued improvement!
• Opportunity to build new
data-centric habits
You’r
e D
igit
al.
What
Next?
Embrace the
‘New Normal’
• The Hybrid Contact
Center is here to stay
*Your customers are still human ☺
You’r
e D
igit
al.
What
Next?
Q&A
You’r
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al.
What
Next?
You’r
e D
igit
al.
What
Next?
www.comm100.com
Jeff Epstein
Thank You!
www. cloudcallcentersearch.com
Fred Stacey