Six Things You Need to Know About the Modern Call Center
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Howard Lee, CEO of Spoken Communications, shares his insights on technology and quality trends in today's modern call center at #Boost14, the Spoken and HyperQuality joint user conference.
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Six Things You Need to Know About the Modern Call Center
- 1. T H A N K Y O U ! B O O S T 2 0 1 4
- 2. – J O A N R I V E R S “Thank God we’re living in a country where the sky’s the limit, the stores are open late and you can shop in bed thanks to television.” West Seattle
- 3. – P R O S P E C T “What make’s Spoken & HyperQuality’s customers different from others?”
- 4. “I do know one thing – my customers know that excellence is not a one time thing.”
- 5. “What I’ve seen is that your game is “on” everyday; you and your teams live it.”
- 6. – J O H N N Y A P P L E S E E D
- 7. The three Olympic races were 18 minutes out of 2,000,000 minutes of practice or 0.0009% of Mary’s time working toward her goal(s).
- 8. Y O U P R A C T I C E I T E V E R Y D A Y B O O S T 2 0 1 4
- 9. T H I S I S A R E S T A R T - A F T E R 5 Y E A R S S U N R I S E N E A R U N I V E R S I T Y O F W A S H I N G T O N
- 10. T H I N K O F T H I S A S A N A D V I S O R Y G R O U P B O O S T 2 0 1 4
- 11. T H E B E G I N N I N G ? B O O S T 2 0 1 4
- 12. “ N O V E L T Y I S A L W A Y S W E L C O M E A N D T A L K I N G P I C T U R E S I S J U S T A F A D ” W E L C O M E T 0 B O O S T 2 0 1 4
- 13. W H Y W O U L D A N Y O N E W A N T T O T A K E P I C T U R E S W I T H T H E I R P H O N E ? S E N I O R K O D A K M A N A G E R Selfie In Tokyo
- 14. I D O N ’ T E N V Y A N Y O F Y O U .
- 15. People want a higher pay rate.
- 16. – U S A T O D A Y , M A R C H 1 2 , 2 0 1 4 “Nine Retailers Closing The Most Stores.”
- 17. T E C H N O L O G Y I S G E T T I N G H A R D E R T O I N T E G R A T E
- 18. S E C U R I T Y K E E P S U S U P A T N I G H T
- 19. You are squeezed on all sides You Are Here Customer expectations CFO’s lower costs expectations No help from IT Family “Life Happens”
- 20. You Are Here Customer expectations CFO’s lower costs expectations No help from IT Family “Life Happens”
- 21. S H O U L D I G O O N ?
- 22. “ C O M P L A I N I N G I S N O T A S T R A T E G Y ” – J E F F B E Z O S
- 23. – S T E V E J O B S “You can’t connect the dots looking forward; you can only connect them looking backward.”
- 24. L E T S C O N N E C T S O M E D O T S
- 26. L E T S J U S T C O N N E C T 6
- 27. Software Wins
- 29. Software Wins Labor Is An Issue Data Is Everywhere
- 30. Software Wins Faster Feedback Labor Is An Issue Data Is Everywhere
- 31. Software Wins Faster Feedback Labor Is An Issue Math Is Easier Data Is Everywhere
- 32. Software Wins Faster Feedback Labor Is An Issue Math Is Easier Data Is Everywhere Everything Is Networked
- 34. S O F T W A R E W I N S
- 35. S O F T W A R E W I N S • Analog to SIP • Cloud services • Virtualize applications • Easier integration • Less brittle • The future of routers / hardware
- 36. F A S T E R F E E D B A C K I S B E T T E R
- 37. F A S T E R I S B E T T E R • In almost all cases, faster, more timely feedback is better • RFM • RealtTime • Then again, just getting good feedback is a challenge.
- 38. W E A R E G E N E R A T I N G E N O R M O U S A M O U N T S O F D A T A
- 39. W E H A V E D A T A , B U T … • Don’t worry about the tools • Need to understand • Try many things • Deep learning
- 40. L A B O R I S N ’ T G E T T I N G A N Y C H E A P E R
- 41. B U T I T S N O T A B O U T C O S T • Is anyone really as happy as this photo? • Need flexible schedules - meet Arise • World wide labor pool • What is a career? • 2 stories - same company
- 42. W E A R E G E T T I N G B E T T E R A T M A T H
- 43. E A S I E R M A T H • Look at Tableau • Look at algorithms • Interesting data access
- 44. E V E R Y T H I N G & E V E R Y O N E I S N E T W O R K E D
- 45. C A N ’ T H I D E • Being networked Is transparency defined • Customer questions • Operations: CEO is six clicks away from agent
- 46. S O W H E R E D O E S T H I S L E A D U S ? D I S C O V E R Y P A R K , S E A T T L E
- 47. H U M A N S U S I N G R E A L - T I M E T O O L S T H A T A R E E A S I L Y A C C E S S E D , N E T W O R K E D T O G E T H E R A N D C R E A T E D F O R A P E R S O N A L T O U C H M T B A K E R , W A
- 48. W H A T A R E W E G O I N G T O T A L K A B O U T F O R T H E N E X T T W O D A Y S ? • Technology • Process • People • Network