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Webinar Design Your Contact Center From The Outside In

Webinar Design Your Contact Center From The Outside In. Art Schoeller, Principal Analyst September 13, 2012. Call in at 10:55 a.m. Eastern time. Agenda. Customer experience as a new discipline The broken cross-channel journey map Current state of contact center technology

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Webinar Design Your Contact Center From The Outside In

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  1. WebinarDesign Your Contact Center From The Outside In Art Schoeller, Principal Analyst September 13, 2012. Call in at 10:55 a.m. Eastern time

  2. Agenda • Customer experience as a new discipline • The broken cross-channel journey map • Current state of contact center technology • Divide and conquer — breaking down the problem • Engaging the stakeholders • Recommendations

  3. Customer experience is a newly emerging discipline Source: January 14, 2011, “2011 Customer Experience Predictions” Forrester report

  4. Evidence of enterprise traction for CXP executives Source: January 20, 2012, “Three Organizational Models For Chief Customer Officers” Forrester report

  5. But actual traction of CXP is limited

  6. Result: Many firms hold to the middle of the pack

  7. So, where does the contact center fit?

  8. And does this map to consumer preferences? Source: January 23, 2012, “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy” Forrester report

  9. Can you support a cross-channel customer journey?

  10. Picking your battles — the transition from mobile self-service to the contact center

  11. The daunting task of contact center design Source: August 29, 2011, “TechRadar™ For Business Process Professionals: Contact Center Solutions, Q3 2011” Forrester report

  12. Dividing to conquer your design from the outside in Source: August 9, 2012, “Design Your Contact Center From The Outside In” Forrester report

  13. The customer channel view Source: August 9, 2012, “Design Your Contact Center From The Outside In” Forrester report

  14. The queuing and routing view Source: August 9, 2012, “Design Your Contact Center From The Outside In” Forrester report

  15. The agent workspace view Source: August 9, 2012, “Design Your Contact Center From The Outside In” Forrester report

  16. The contact center management view Source: August 9, 2012, “Design Your Contact Center From The Outside In” Forrester report

  17. Engaging a diverse set of people, process, and technology IT-infrastructure Contact center-specific Contact center operations • Servers • Storage • Network • Architecture • Architect • Operations • Business process analyst • Service levels • Staffing • Process monitoring • Customer satisfaction Private cloud Premise SaaS

  18. Ensure that a customer experience governance model exists and link to it. Map the cross-channel customer experience and design for key transitions (e.g., web mobile to agent). Organize your architecture around the key views of channel, agent, supervisor/manager, and queuing and routing. Assess the current architecture. Engage all the right stakeholders in the design. Recommendations

  19. Art Schoeller aschoeller@forrester.com

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