the future of virtual contact centers
DESCRIPTION
Keynote presentation for the Remote Working Summit on Contact Centers in Dallas, TexasTRANSCRIPT
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Cloud Contact Center Software
The Future of Virtual Contact Centers
@RichardDumas, www. richarddumas.com
Richard Dumas, Director Product & Solution Marketing, Five9
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The Future of Virtual Contact Centers
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The Future of Work
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You’ve seen the trends…
#Mobile #Social #Cloud
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#Increasingly mobile workforce
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Who values the ability to work from home
• Family friendly
• No Commute
• Cost Savings
• Flexibility > 10% raise
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At-Home Agent Adoption (U.S.)
55.0%
45.0%At-Home AgentsNo At-Home Agents
*National Association of Call Centers
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#Impact of social media
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Why Social?
UAL baggage handlers destroyed Dave Carroll’s $3,500 Taylor guitarCarroll fought UAL for a year trying to get compensation
So Dan turned to
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Consumers want to use their channel of choice
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And would move to a competitor who offers it
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Social is driving the need for higher quality and the tools to respond more effectively
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#Shift to the cloud
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*DMG Consulting15
Contact Centers Move to the Cloud
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16
Cloud Contact Center Adoption
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Many businesses use a distributed model
Automattic37SignalsGenuitecGitHubKalypso LPMCF Technology SolutionsProofHQTreehouseCopybloggerYouNeedABudgetStackExchange
MySQL GrantStreetSoftwareMillMozilla10upArt & Logic AsmallOrangeLullaBot AppendTo UniversalMind Basho
New Companies Established Companies
AetnaAccenture
AT&ACignaCisco
DeloitteFedExIBMIntel
McKessonUnited Health
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While some are bringing employees back to the office
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So why are some so successful while others can’t seem to make it work?
• The right people• The right motivation• The right incentives• The right process• The right technology
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Now I’d like to tell you a story
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About a company with…
• 100% At-Home Agents
• Source the BEST Agents
• Amazing Retention
• Higher Quality
• High Revenue per Call
• High Customer Satisfaction
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The Men Behind NexRepFounders: Teddy Liaw, John Stewart, Patrick Mckenna
Not the real John Stewart
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They had a great idea
• Build a virtual contact center
• Provide inbound & outbound call services
• Hire the best talent without geographic limitations
• Use agents who are already customers of clients
• Control costs by delivering services on-demand
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Challenges:
• Rapid deployment of services
• Scaling based on client demand
• Flexibility to pay as contracts are signed
• Recruiting, Training, Managing &
Retaining Agents
• Call routing to skilled, remote agents
• Remote supervision
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But how to succeed with existing technology?
• Upfront hardware/software costs
• Slow deployment
• Long upgrade cycles
• Perpetual licenses
• Maintenance costs
• Can’t scale on-demand
• Pay in advance
• Agents tied to physical contact centers
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The second great idea!
Use the Cloud:• Pay as you go• No capital expense• No hardware or software $$ • Automatic upgrades• Deploy in days or weeks• Scale up or down as needed• Focus on customer experience• No hidden fees• No maintenance• Agents anywhere
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NexRep Success
According to CEO Teddy Liaw, “With Five9, we have literally been doubling our year-over-year revenue.”
NexRep delivers 30+% more revenue per call opportunity than competitors
90% retention rate for agents who stay over 1 month
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How did they do it?
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1) NexRep Signs a New Customer
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2) NexRep Recruits At-Home Agents Across US
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3) Five9 Provisions New Agent Seats
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4) NexRep Sets Up Customer Campaigns
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4) NexRep Sets Up Customer Campaigns
Add Agents
Create Skill Groups
Upload Lists
Create Call Flows
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4) Agents Login From Home
• Place Outbound Calls• Take Inbound Calls• Get Coaching from
Supervisors• Disposition Calls• Upsell & Cross Sell
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5) Supervisors Monitor & Coach from Home
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NexRep’s Secrets to Success
1. Hire qualified, motivated agents2. Focus on certification and skills3. Coaching & communication is critical4. Create clear performance expectations5. Design proper incentives6. Record 100% of calls7. Created a virtual community8. Choose a solid technical foundation
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The Leader in Cloud Contact Center
12 years of cloud contact center experience
500+ employees
1,900+ customers (5 continents)
30,000+ concurrent seats
3bn+ calls per year
~50% CAGR (2008 – 2012)
Annual Revenue
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Five9’s Comprehensive SolutionMatches every interaction with the appropriate resource
38
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Five9 SoCoCare
Social Engagement for Customer Care
• Filters & prioritizes social posts• Eliminates non-actionable posts
from agent queues • Arms agents with tools to
enhance productivity & solve problems
• Provides advanced social reporting, analytics & KPI capabilities
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How Five9 SoCoCare Works
Cluster
Priority
Auto-disposition
1. NLP – SPAM Elimination
2. NLP – Sentiment, Cluster, Trending Topic
3. Business Rules
4. Route to Agent
5. Interaction
6. Analytics
Tag
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The Future of Virtual Contact Centers Empowers You To…
Hire The Best Boost Retention
Reduce Absenteeism Cut Costs
Improve Productivity Improve Quality