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CCMG After Forever Conference Day 1, Solutions Stream 14:00 - 1Stream Hosted Contact Centre

Transcript of 1Stream Hosted Contact Centre

  • 1. 1Stream Hosted Contact CentreCommitted to Hosting| 1stream 2012 | www.1stream.co.za

2. 1stream 2012 | www.1stream.co.za | 3. 1stream 2012 | www.1stream.co.za | 4. Disruptive Technologies 1stream 2012 | www.1stream.co.za |4 5. 1stream 2012 | www.1stream.co.za |DumbAnaloguestaticSmartDigitalMobile1994 2014 6. 1stream 2012 | www.1stream.co.za | 7. 1stream 2012 | www.1stream.co.za | 8. 1stream 2012 | www.1stream.co.za | Only point of human contact Customer experience directlyrelates to Brand Brand and service must bealigned Crossing point for sales, serviceand supportThe Call Centre is nowStrategic! 9. Three technologies that will change the call centre HTML5 Gamification Cloud based Call Centres 1stream 2012 | www.1stream.co.za | 10. 1stream 2012 | www.1stream.co.za | FVaositceer and Video supportCleaner Easier to develop WebRTC No need forhard/soft phones No need for to install Flashsoftware Off Easy line agent cachingprovisioning Easy upgrades OS agnostic 11. 1stream 2012 | www.1stream.co.za |Mobile Optimization Full support for Mobile websites Full support across all devices 12. 1stream 2012 | www.1stream.co.za |12 13. 1stream 2012 | www.1stream.co.za | Customers are mobile Customers are multimedia The end of the telephonenumber? 14. GAMIFICATION 1stream 2012 | www.1stream.co.za | 15. GAMIFICATION 1stream 2012 | www.1stream.co.za |GamificationCommon issues in a call centre Adherence sticking to work schedules Truancy Turning up for work Motivation keeping agents engaged Training getting agents to keep up to dateUse of game Mechanics and game designtechniques to create a game like experienceduring work period. Motivation, loyalty, competition, teamwork,fun. Personal progress, growth and learning Leaderboards Rewards 16. GAMIFICATION 1stream 2012 | www.1stream.co.za |EventsQuestsChallengesAchievements 17. 1stream 2012 | www.1stream.co.za |Points Experience Certification AchievementsRank Level 1 / 10 Trainee Level 11 / 20 Junior Level 21 / 30 Intermediate Level 31 / 40 Senior Level 41 / 50 MasterGAMIFICATION 18. 1stream 2012 | www.1stream.co.za |Badges Winning Challenges Highlights Best Workers Used as a performancemetricGAMIFICATION 19. 1stream 2012 | www.1stream.co.za |Portal Points Badges Leaderboard RewardsGAMIFICATION 20. Cloud based Call Centre 1stream 2012 | www.1stream.co.za |streamHosted Contact CentreCostreductionFlexibilityPredictablecostsAccess totechnologyPay peruseHomeagentsVirtual callcentreFocus oncorebusinessTry beforeyou buyLatestsoftwareversionsSecurity 21. Complexity of the modern Call Centre 1stream 2012 | www.1stream.co.za |21Work Force ManagementGamificationCustomer Experience ManagementVoice printingWeb CollaborationMobile ApplicationsSocial Media managementOmni-channel 22. What constitutes qualified people will change. The intersection ofbusiness models and IT requires people with varied experience,professional versatility, multidiscipline knowledge and technologyunderstanding a hybrid professional, in other words, 1stream 2012 | www.1stream.co.za |- Diane Morello, Gartner. 23. 1stream 2012 | www.1stream.co.za |Thank You!