© openspan inc. 2008 workforce optimization strategies francis carden - founder, openspan
TRANSCRIPT
© OpenSpan Inc. 2008
Workforce Optimization Strategies
Francis Carden - Founder, OpenSpan
The Customer Service ConundrumConstantly improve customer
service :
• Increase customer satisfaction
• Reduce AHT
• Improve first call resolution
• Better data accuracy
• 100% compliance
• More up-selling revenue
…with Increasingly Complex Desktop Environment
• Silo’s of un-integrated applications
• Repetitive manual processes
• Applications that don’t support today’s business needs
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…with Less IT Budget Available to Help
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“Forrester Research Forecasts Significant Drop in IT Spending” –
BNET article
“IT Spending to Slow in 2008” – PC World
“Corporate IT Spending Goes Negative” – 2008 ChangeWave survey
“IDC forecasts IT spending slowdown in 2008” – Network World article
“Survey: IT spending set for slowdown
in Q2” – InfoWorld article (2008)
Workforce Optimization Strategies
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OpenSpan - Optimizing the Agent Desktop
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Live Demonstration
• Interrogate applications
• Create workflow to pass data from a Windows application to a Web Application
• Integrate a legacy Windows application with a Web Service
Building integrations and automations
WS
Real World Successes
• Large US Wireless Service Provider– Reduction of AHT by 42% and increased FCR rate from 60% to 90%
• Contact Center Outsourcer– Reduced AHT by 53 seconds; reduced training time for new CSR’s;
reduced CSR turnover; eliminated performance and compliance penalties
• Large Insurance Provider– 1,200 agent deployment with a reduction from 35 to 12 minutes for
quote/bidding
• Global Mobile Telco Provider– 17 seconds AHT savings delivered to 16,000 agents within 4 months
• Healthcare Supply Chain– Deployed within 120 days; CSR efficiency improved by 30%
Summary
You can optimize productivity and improve customer service by:
• Speeding access to customer data
• Focusing on enhancements to User Interfaces
• Automating time-consuming manual processes
• Extending, not replacing your applications
• Exposing more of your business processes to customer self service
• All without significantly impacting IT budget or resources
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About OpenSpan
• Headquartered in Alpharetta, GA, USA
• Software deployed to solve highly complex integration and automation challenges in highly demanding production environments
• Customers include 6 of Fortune 100– 5 of top 40 global Telco providers– 5 of top 100 largest Global Banking and Diversified Financial providers
• Key partners include:– Microsoft, Accenture, Avanade, Aspect Software, Infosys
• Awards and recognition– SIIA CODiE Award for Software Newcomer of the Year 2008– Redmond Magazine Editor’s Choice Award 2008 – CIS Magazine Product of the Year– Gartner Cool Vendor Award
• Investors include:– Matrix Partners, Sigma Partners, FTVentures, Globespan Capital Partners
