CONTACT CENTRE TRANSFORMATION IDEAS David Wasserman Portfolio Marketing
“To Improve is to Change; to be Perfect is to Change Often” Winston Churchill 2
TRANSFORMATION EXTINCTION
The Contact Center – Today’s Reality… The future?
Increase in Interaction Volume Customer Service Longer Handle Time The New Realities Demanding Customer Needs Manage Work-From-Home Workforce Maintain Work-From-Home 6 Technology & Security
Of the choices below, what is the top challenge your Contact Center is currently facing? Increased Interaction Volumes Longer Handle Times Demanding Customer Needs Managing Work-From-Home Workforce Maintaining Work-From-Home Technology & Security 7
Experience Transformation Framework DIGITAL Transformation CX WORKFORCE Transformation Transformation CLOUD Platform
Digital Transformation Deliver Service on Manage an Create an Multiple Channels Omnichannel World Effortless Experience Digital-First Omnichannel Customer Service • Unified voice and • Omnichannel Recording, • Complete Digital digital channels WFO & Analytics Messaging • Seamless Omnichannel • Compliance & Authentication • Ease of adding new across channels Routing channels + + + Omnichannel Omnichannel Compliance Recording Adherence Analytics ? Omnichannel Voice-Biometrics WFO Authentication
CX Transformation Understand the Drive a Proactive Adapt the Customer Approach Experience Customer Experience Management • Hyper – Personalized • Identify Intent and Predict • Comprehensive Customer Experiences Next Action Insights • Connections Based on Personality Type + + Indirect Direct Operational Feedback Feedback Feedback (interactions) (surveys) (journey data)
Workforce Transformation Adapt to Employee Manage a Complex Engage and Motivate Expectations Workforce Adaptive Workforce Engagement • Personalized Goals and • AI-Enabled Forecasting • SMART Persona -based Gamification WFO • Auto-Scored QM • Flexible Mobile Enablement Evaluations
Analytics, AI & Automation Transformation Offer AI-driven Balance Employees Create Smarter Self-Help Channels and Robots Internal Processes AI-Driven Smarter Processes • AI-enabled Routing & • Attended & Unattended • Smart self-help chatbots WFO Automation Platform • Predictive analytics to better understand what customers are saying NEVA Robotic Automation NICE Employee Virtual Attendant
Cloud Transformation Overcome Expensive/ Migrate to New Cloud Eliminate Painful Lengthy Cycles Environment Integrations NICE Cloud-Native Open Platform • Flexible migration paths • A true cloud-native solution • A unified complete set of cloud CX applications Automatic Upgrades Elasticity Rapid Turn-Up Omnichannel Analytics Artificial Workforce Robotic Routing Intelligence Optimization Automation Extensibility + + + + Enterprise-grade Easy Integration
The Transformed Experience EFFORTLESS Seamless self-help and digital-first omnichannel experience HYPER-PERSONAL ADAPTIVE Tailored experience Employee-centric based on journey & environment for smart personality-type planning and engagemen t Lea Experience Transformation INNOVATIVE PREDICTIVE Proactive approach that Rapidly changing predicts intent and resolves easy to implement issues before they happen experience innovations
Which of the five actions below would you rate as your highest priority in the next 12 months? Expand the number of channels Connect customers/agents based on personality A more robust scheduling solution Predictive Analytics to better understand what customers are saying Migrate my on-premise solutions to the cloud 15
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