McGee-Smith VCO10 Slidecast
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Transcript of McGee-Smith VCO10 Slidecast
Sheila McGee SmithPresident & Principal Analyst
Contact Center Market Update
Contact Center Market Update
• Customer Experience Management
• On Demand/SaaS/Cloud-based, etc.
• Leveraging the Best of the Contact Center
• Vendor Update
3 © Copyright Dimension Data 2009
Top trends affecting contact centres
Which of the following market trends are the top three affecting your contact centre?
Source: Dimension Data Global Contact Centre Benchmarking Report 2009
4 © Copyright Dimension Data 2009
Top trends affecting contact centres
Which of the following market trends are the top three affecting your contact centre?
Source: Dimension Data Global Contact Centre Benchmarking Report 2009
Contact Center AttributesWorthy of Replication
Queuing
• Contact Centers• Queries that arrive
when all agents are busy are queued until an agent becomes available.
• Service Delivery• Insurance claims,
DSL orders, or customer mortgage refinancing applications
Routing
• Contact Center• Route calls only to
agents that are skilled at serving specific types of interactions.
• Service Delivery• Specific types of
insurance claims to specifically licensed agents
Reporting
• Contact Center• Real-time and
historical reporting systems allow line supervisors and managers to manage day-to-day operations
• Service Delivery• Detail beyond
mere peg counts
