SlideShare una empresa de Scribd logo

Partnering to Reduce Contact Center Costs in Three Layers

•Descargar como PPS, PDF•
•
Daniel Willis
Daniel Willis

The document summarizes a presentation about reducing costs in contact centers through a three-layered approach. It identifies strategic, operational design, and execution layers that can be optimized to cut costs by 10-20%. Key recommendations include prioritizing efforts that have high impact and return on investment, developing a phased plan, and focusing on proactive trimming rather than reactive cuts to avoid damaging customer experience and employee engagement.

Empresariales
1 de 28
Bruce Simpson Transcom is pleased to partner with SwitchGear Consulting to present ,[object Object],Note: This presentation is best viewed as a Webinar. Go to www.transcom.com/northamerica to view Use the “Solutions” tab
 
 
 
Cost Reduction System, reducing cost in LAYERS BHAGs … What we will get today? Current State… requires a Realistic & Proactive plan Key Insights & Next Action! ,[object Object],[object Object],[object Object],[object Object],Purpose & Context for our Discussion ,[object Object],AFTER Today
 
[object Object]
Place Charles de Gaulle, Paris ,[object Object]
Place Charles de Gaulle, Paris Contact Centres are like the Arc de Triomphe ! ,[object Object]
Place Charles de Gaulle, Paris 12 major roads converge at this famous roundabout 10 lanes of concentric traffic Not covered by French insurance companies Contact Centres are like the Arc de Triomphe ! ,[object Object]
Projects HR Changes IVR Marketing Senior Leaders System changes Telecom Web QA Facilities T & D People stuff Cx Issues Technology Issues Calls & SL = Ecosystem! World’s Biggest Roundabout TL or Managers AND Agents Contact Centre Suppliers Customers! 1 12 2 3 4 5 6 7 8 9 10 11
Current State Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Cost Reduction System ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Delivery Strategy Layer Service Delivery Strategy Layer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Operational Design Layer Operational Design Layer
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Execution Layer Inside the Execution Layer Execution Layer
Triple Layer Cake Strategy Layer Operational Design Layer Execution Layer
Triple Layer Cake Strategy Layer Operational Design Layer Execution Layer
You have been asked to cut costs by 10-20% Where do you place your bets? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Don’t gamble with your employee engagement and your customer experience
Solution Development Principles – Tier 1 ,[object Object]
Effort Impact Solution Development Principles – Tier 1 ,[object Object]
Time Horizon ROI Solution Development Principles – Tier 1 ,[object Object],Plan & Design Decision Implement Ramp-up Pay Back
Time Revenue Expense Solution Development Principles – Tier 1 ,[object Object],Fixed vs Variable
$$ The Longer you Wait The Deeper you Cut Solution Development Principles – Tier 1 ,[object Object]
Key Insights: All Three Layers Complexity!... Real & Artificial Culture is the hidden driver of unnecessary cost Unfinished Projects: IT, M&A, Workarounds, “Self-Service” Cost, Value & Disturbance Factor of “Support” Groups Role Confusion: a) Shared Services b) Matrix Org c) Vendor
Proactively Trim vs Reactively cut / hack Have a plan, validate the plan, have a DRP Execution is Key (includes Risk management) ,[object Object],[object Object],[object Object],[object Object],[object Object],Key Takeaways and Actions ,[object Object]
Residual Value: Call Centers for Dummies 23 Steps to an Effective Call Center Enterprise Call Reduction “ How to Whitepaper” Attrition Calculator Project ROI Calculator ,[object Object]
Thank You ,[object Object]

Recomendados

How to Reduce Costs in a Call Center
How to Reduce Costs in a Call CenterHow to Reduce Costs in a Call Center
How to Reduce Costs in a Call CenterInvensis
 
Call center proposal
Call center proposalCall center proposal
Call center proposalOMAID OSMAN
 
Call Center Management & KPI Metrics
Call Center Management & KPI MetricsCall Center Management & KPI Metrics
Call Center Management & KPI MetricsNahid Mohammad Ishtiaq
 
A to Z Call Center Terms You Want to Know
A to Z Call Center Terms You Want to KnowA to Z Call Center Terms You Want to Know
A to Z Call Center Terms You Want to KnowNaina Rajput
 
Outsourcing call centers powerpoint
Outsourcing call centers powerpointOutsourcing call centers powerpoint
Outsourcing call centers powerpointgrgrypaul
 
White Paper on Call Center Metrics (31West Knowledge Series)
White Paper on Call Center Metrics (31West Knowledge Series)White Paper on Call Center Metrics (31West Knowledge Series)
White Paper on Call Center Metrics (31West Knowledge Series)31West Global Services
 
The Importance of Inbound Call Centers
The Importance of Inbound Call CentersThe Importance of Inbound Call Centers
The Importance of Inbound Call CentersXACT TeleSolutions
 
Call Center
Call CenterCall Center
Call CenterSHEETAL WAGHMARE
 

Recomendados

How to Reduce Costs in a Call Center
How to Reduce Costs in a Call CenterHow to Reduce Costs in a Call Center
How to Reduce Costs in a Call CenterInvensis
 
Call center proposal
Call center proposalCall center proposal
Call center proposalOMAID OSMAN
 
Call Center Management & KPI Metrics
Call Center Management & KPI MetricsCall Center Management & KPI Metrics
Call Center Management & KPI MetricsNahid Mohammad Ishtiaq
 
A to Z Call Center Terms You Want to Know
A to Z Call Center Terms You Want to KnowA to Z Call Center Terms You Want to Know
A to Z Call Center Terms You Want to KnowNaina Rajput
 
Outsourcing call centers powerpoint
Outsourcing call centers powerpointOutsourcing call centers powerpoint
Outsourcing call centers powerpointgrgrypaul
 
White Paper on Call Center Metrics (31West Knowledge Series)
White Paper on Call Center Metrics (31West Knowledge Series)White Paper on Call Center Metrics (31West Knowledge Series)
White Paper on Call Center Metrics (31West Knowledge Series)31West Global Services
 
The Importance of Inbound Call Centers
The Importance of Inbound Call CentersThe Importance of Inbound Call Centers
The Importance of Inbound Call CentersXACT TeleSolutions
 
Call Center
Call CenterCall Center
Call CenterSHEETAL WAGHMARE
 
Free Call Center Training | Call Center Best Practices
Free Call Center Training | Call Center Best PracticesFree Call Center Training | Call Center Best Practices
Free Call Center Training | Call Center Best PracticesMetricNet
 
Call center performance management
Call center performance managementCall center performance management
Call center performance managementPandiani74
 
Call center performance management
Call center performance managementCall center performance management
Call center performance managementtunbugang
 
How to Improve call center metrics
How to Improve call center metricsHow to Improve call center metrics
How to Improve call center metricskatherine077
 
Inbound Call Centre: Best Way to Handle Customer Inquiries and Complaints
Inbound Call Centre: Best Way to Handle Customer Inquiries and ComplaintsInbound Call Centre: Best Way to Handle Customer Inquiries and Complaints
Inbound Call Centre: Best Way to Handle Customer Inquiries and ComplaintsGo4customer-UK
 
Understanding Service as Experience
Understanding Service as ExperienceUnderstanding Service as Experience
Understanding Service as ExperienceGerard Tocquer
 
First Contact Resolution - The Performance Driver!
First Contact Resolution - The Performance Driver!First Contact Resolution - The Performance Driver!
First Contact Resolution - The Performance Driver!HDI Orange County
 
Presentation Rev2
Presentation Rev2Presentation Rev2
Presentation Rev2adserve
 
Call Center India
Call Center IndiaCall Center India
Call Center Indiayantram
 
Call Center Process Management 101
Call Center Process Management 101Call Center Process Management 101
Call Center Process Management 101Sarfraz Taj
 
Call Center Services
Call Center ServicesCall Center Services
Call Center ServicesShamit Vohra
 
Call center business plan
Call center business planCall center business plan
Call center business planMd. Muzahidul Islam
 
Advantages of using business call center
Advantages of using business call centerAdvantages of using business call center
Advantages of using business call centerSunshine1communication
 
Call Center Statistics or Performance Metrics
Call Center Statistics or Performance MetricsCall Center Statistics or Performance Metrics
Call Center Statistics or Performance Metricsguest14c061
 
Increasing Call Center Effectiveness with First Call Resolution
Increasing Call Center Effectiveness with First Call ResolutionIncreasing Call Center Effectiveness with First Call Resolution
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
 
Call center outsourcing
Call center outsourcingCall center outsourcing
Call center outsourcingOnliveCommunications
 
Making Your Call Center the Heart of Your Strategy
Making Your Call Center the Heart of Your StrategyMaking Your Call Center the Heart of Your Strategy
Making Your Call Center the Heart of Your StrategyArt Hall
 
Talkdesk Call Center KPI & Benchmarking Report
Talkdesk Call Center KPI & Benchmarking ReportTalkdesk Call Center KPI & Benchmarking Report
Talkdesk Call Center KPI & Benchmarking ReportTalkdeskInc
 
Inbound Call Center Services & Outbound Call Center Services
Inbound Call Center Services & Outbound Call Center ServicesInbound Call Center Services & Outbound Call Center Services
Inbound Call Center Services & Outbound Call Center ServicesMax BPO
 
Dwk company profile
Dwk company profileDwk company profile
Dwk company profileDWK Group
 
Jornadas 10 lenguajenatural_lenguajenatural
Jornadas 10 lenguajenatural_lenguajenaturalJornadas 10 lenguajenatural_lenguajenatural
Jornadas 10 lenguajenatural_lenguajenaturalJoaquín Garcí­a Guajardo
 
iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH,...
iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH,...iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH,...
iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH,...Health IT Conference – iHT2
 

Más contenido relacionado

La actualidad más candente

Free Call Center Training | Call Center Best Practices
Free Call Center Training | Call Center Best PracticesFree Call Center Training | Call Center Best Practices
Free Call Center Training | Call Center Best PracticesMetricNet
 
Call center performance management
Call center performance managementCall center performance management
Call center performance managementPandiani74
 
Call center performance management
Call center performance managementCall center performance management
Call center performance managementtunbugang
 
How to Improve call center metrics
How to Improve call center metricsHow to Improve call center metrics
How to Improve call center metricskatherine077
 
Inbound Call Centre: Best Way to Handle Customer Inquiries and Complaints
Inbound Call Centre: Best Way to Handle Customer Inquiries and ComplaintsInbound Call Centre: Best Way to Handle Customer Inquiries and Complaints
Inbound Call Centre: Best Way to Handle Customer Inquiries and ComplaintsGo4customer-UK
 
Understanding Service as Experience
Understanding Service as ExperienceUnderstanding Service as Experience
Understanding Service as ExperienceGerard Tocquer
 
First Contact Resolution - The Performance Driver!
First Contact Resolution - The Performance Driver!First Contact Resolution - The Performance Driver!
First Contact Resolution - The Performance Driver!HDI Orange County
 
Presentation Rev2
Presentation Rev2Presentation Rev2
Presentation Rev2adserve
 
Call Center India
Call Center IndiaCall Center India
Call Center Indiayantram
 
Call Center Process Management 101
Call Center Process Management 101Call Center Process Management 101
Call Center Process Management 101Sarfraz Taj
 
Call Center Services
Call Center ServicesCall Center Services
Call Center ServicesShamit Vohra
 
Advantages of using business call center
Advantages of using business call centerAdvantages of using business call center
Advantages of using business call centerSunshine1communication
 
Call Center Statistics or Performance Metrics
Call Center Statistics or Performance MetricsCall Center Statistics or Performance Metrics
Call Center Statistics or Performance Metricsguest14c061
 
Increasing Call Center Effectiveness with First Call Resolution
Increasing Call Center Effectiveness with First Call ResolutionIncreasing Call Center Effectiveness with First Call Resolution
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
 
Making Your Call Center the Heart of Your Strategy
Making Your Call Center the Heart of Your StrategyMaking Your Call Center the Heart of Your Strategy
Making Your Call Center the Heart of Your StrategyArt Hall
 
Talkdesk Call Center KPI & Benchmarking Report
Talkdesk Call Center KPI & Benchmarking ReportTalkdesk Call Center KPI & Benchmarking Report
Talkdesk Call Center KPI & Benchmarking ReportTalkdeskInc
 
Inbound Call Center Services & Outbound Call Center Services
Inbound Call Center Services & Outbound Call Center ServicesInbound Call Center Services & Outbound Call Center Services
Inbound Call Center Services & Outbound Call Center ServicesMax BPO
 
Dwk company profile
Dwk company profileDwk company profile
Dwk company profileDWK Group
 

La actualidad más candente (20)

Free Call Center Training | Call Center Best Practices
Free Call Center Training | Call Center Best PracticesFree Call Center Training | Call Center Best Practices
Free Call Center Training | Call Center Best Practices
 
Call center performance management
Call center performance managementCall center performance management
Call center performance management
 
Call center performance management
Call center performance managementCall center performance management
Call center performance management
 
How to Improve call center metrics
How to Improve call center metricsHow to Improve call center metrics
How to Improve call center metrics
 
Inbound Call Centre: Best Way to Handle Customer Inquiries and Complaints
Inbound Call Centre: Best Way to Handle Customer Inquiries and ComplaintsInbound Call Centre: Best Way to Handle Customer Inquiries and Complaints
Inbound Call Centre: Best Way to Handle Customer Inquiries and Complaints
 
Understanding Service as Experience
Understanding Service as ExperienceUnderstanding Service as Experience
Understanding Service as Experience
 
First Contact Resolution - The Performance Driver!
First Contact Resolution - The Performance Driver!First Contact Resolution - The Performance Driver!
First Contact Resolution - The Performance Driver!
 
Presentation Rev2
Presentation Rev2Presentation Rev2
Presentation Rev2
 
Call Center India
Call Center IndiaCall Center India
Call Center India
 
Call Center Process Management 101
Call Center Process Management 101Call Center Process Management 101
Call Center Process Management 101
 
Call Center Services
Call Center ServicesCall Center Services
Call Center Services
 
Call center business plan
Call center business planCall center business plan
Call center business plan
 
Advantages of using business call center
Advantages of using business call centerAdvantages of using business call center
Advantages of using business call center
 
Call Center Statistics or Performance Metrics
Call Center Statistics or Performance MetricsCall Center Statistics or Performance Metrics
Call Center Statistics or Performance Metrics
 
Increasing Call Center Effectiveness with First Call Resolution
Increasing Call Center Effectiveness with First Call ResolutionIncreasing Call Center Effectiveness with First Call Resolution
Increasing Call Center Effectiveness with First Call Resolution
 
Call center outsourcing
Call center outsourcingCall center outsourcing
Call center outsourcing
 
Making Your Call Center the Heart of Your Strategy
Making Your Call Center the Heart of Your StrategyMaking Your Call Center the Heart of Your Strategy
Making Your Call Center the Heart of Your Strategy
 
Talkdesk Call Center KPI & Benchmarking Report
Talkdesk Call Center KPI & Benchmarking ReportTalkdesk Call Center KPI & Benchmarking Report
Talkdesk Call Center KPI & Benchmarking Report
 
Inbound Call Center Services & Outbound Call Center Services
Inbound Call Center Services & Outbound Call Center ServicesInbound Call Center Services & Outbound Call Center Services
Inbound Call Center Services & Outbound Call Center Services
 
Dwk company profile
Dwk company profileDwk company profile
Dwk company profile
 

Destacado

iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH,...
iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH,...iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH,...
iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH,...Health IT Conference – iHT2
 
Patient Relationship Management Turkey V1
Patient Relationship Management Turkey V1Patient Relationship Management Turkey V1
Patient Relationship Management Turkey V1didemtopuz
 
Customer relationship management healthcare
Customer relationship management healthcare Customer relationship management healthcare
Customer relationship management healthcare Rupali Singh
 
"Healthcare Data for Healthy CRM & PRM" TrendLab Webinar
"Healthcare Data for Healthy CRM & PRM" TrendLab Webinar"Healthcare Data for Healthy CRM & PRM" TrendLab Webinar
"Healthcare Data for Healthy CRM & PRM" TrendLab WebinarBluespire Marketing
 
Center for Medicare-and-Medicaid Services-Conditions of Participation for Eme...
Center for Medicare-and-Medicaid Services-Conditions of Participation for Eme...Center for Medicare-and-Medicaid Services-Conditions of Participation for Eme...
Center for Medicare-and-Medicaid Services-Conditions of Participation for Eme...Karl Schmitt
 
Identity Management: Front and Center for Healthcare Providers
Identity Management: Front and Center for Healthcare ProvidersIdentity Management: Front and Center for Healthcare Providers
Identity Management: Front and Center for Healthcare ProvidersAndrew Ames
 
Microsoft Dynamics CRM For Healthcare
Microsoft Dynamics CRM For HealthcareMicrosoft Dynamics CRM For Healthcare
Microsoft Dynamics CRM For Healthcareamcsw409
 
CRM for Healthcare Presentation
CRM for Healthcare PresentationCRM for Healthcare Presentation
CRM for Healthcare PresentationTrushit Buch
 
Sample Call Center Hierarchy 8.13.07
Sample Call Center Hierarchy 8.13.07Sample Call Center Hierarchy 8.13.07
Sample Call Center Hierarchy 8.13.07thecallcenterpro
 
Call Center Metrics
Call Center MetricsCall Center Metrics
Call Center Metricsvivaankumar
 
Customer Service Call Center Benchmark Study
Customer Service Call Center Benchmark StudyCustomer Service Call Center Benchmark Study
Customer Service Call Center Benchmark StudyChris Scafario
 
East2west aviation Human Resouce Consultancy
East2west aviation Human Resouce ConsultancyEast2west aviation Human Resouce Consultancy
East2west aviation Human Resouce Consultancysureshjadala
 
A tribute to simon gillespie by dr. jeffrey lant master marketer and also col...
A tribute to simon gillespie by dr. jeffrey lant master marketer and also col...A tribute to simon gillespie by dr. jeffrey lant master marketer and also col...
A tribute to simon gillespie by dr. jeffrey lant master marketer and also col...howie martell
 
Social Media Fest 2011
Social Media Fest 2011Social Media Fest 2011
Social Media Fest 2011radixhidayat
 

Destacado (17)

Jornadas 10 lenguajenatural_lenguajenatural
Jornadas 10 lenguajenatural_lenguajenaturalJornadas 10 lenguajenatural_lenguajenatural
Jornadas 10 lenguajenatural_lenguajenatural
 
iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH,...
iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH,...iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH,...
iHT² CMIO Symposium Beverly Hills – Opening Keynote: Kamal Jethwani, MD, MPH,...
 
Patient Relationship Management Turkey V1
Patient Relationship Management Turkey V1Patient Relationship Management Turkey V1
Patient Relationship Management Turkey V1
 
Customer relationship management healthcare
Customer relationship management healthcare Customer relationship management healthcare
Customer relationship management healthcare
 
"Healthcare Data for Healthy CRM & PRM" TrendLab Webinar
"Healthcare Data for Healthy CRM & PRM" TrendLab Webinar"Healthcare Data for Healthy CRM & PRM" TrendLab Webinar
"Healthcare Data for Healthy CRM & PRM" TrendLab Webinar
 
Center for Medicare-and-Medicaid Services-Conditions of Participation for Eme...
Center for Medicare-and-Medicaid Services-Conditions of Participation for Eme...Center for Medicare-and-Medicaid Services-Conditions of Participation for Eme...
Center for Medicare-and-Medicaid Services-Conditions of Participation for Eme...
 
Identity Management: Front and Center for Healthcare Providers
Identity Management: Front and Center for Healthcare ProvidersIdentity Management: Front and Center for Healthcare Providers
Identity Management: Front and Center for Healthcare Providers
 
Microsoft Dynamics CRM For Healthcare
Microsoft Dynamics CRM For HealthcareMicrosoft Dynamics CRM For Healthcare
Microsoft Dynamics CRM For Healthcare
 
CRM for Healthcare Presentation
CRM for Healthcare PresentationCRM for Healthcare Presentation
CRM for Healthcare Presentation
 
Sample Call Center Hierarchy 8.13.07
Sample Call Center Hierarchy 8.13.07Sample Call Center Hierarchy 8.13.07
Sample Call Center Hierarchy 8.13.07
 
Call Center Metrics
Call Center MetricsCall Center Metrics
Call Center Metrics
 
Customer Service Call Center Benchmark Study
Customer Service Call Center Benchmark StudyCustomer Service Call Center Benchmark Study
Customer Service Call Center Benchmark Study
 
East2west aviation Human Resouce Consultancy
East2west aviation Human Resouce ConsultancyEast2west aviation Human Resouce Consultancy
East2west aviation Human Resouce Consultancy
 
How Not To Pay For The Holidays All Year Long!
How Not To Pay For The Holidays All Year Long!How Not To Pay For The Holidays All Year Long!
How Not To Pay For The Holidays All Year Long!
 
A tribute to simon gillespie by dr. jeffrey lant master marketer and also col...
A tribute to simon gillespie by dr. jeffrey lant master marketer and also col...A tribute to simon gillespie by dr. jeffrey lant master marketer and also col...
A tribute to simon gillespie by dr. jeffrey lant master marketer and also col...
 
Don't be haunted by credit mistakes
Don't be haunted by credit mistakesDon't be haunted by credit mistakes
Don't be haunted by credit mistakes
 
Social Media Fest 2011
Social Media Fest 2011Social Media Fest 2011
Social Media Fest 2011
 

Similar a Partnering to Reduce Contact Center Costs in Three Layers

Enterprise Service Management for Finance, HR, and Marketing
Enterprise Service Management for Finance, HR, and MarketingEnterprise Service Management for Finance, HR, and Marketing
Enterprise Service Management for Finance, HR, and MarketingCprime
 
Ambasoft Presentation Master 2010 Final 2
Ambasoft Presentation Master 2010 Final 2Ambasoft Presentation Master 2010 Final 2
Ambasoft Presentation Master 2010 Final 2Ed Stevenson
 
Ambasoft Presentation Master 2010 Final 2
Ambasoft Presentation Master 2010 Final 2Ambasoft Presentation Master 2010 Final 2
Ambasoft Presentation Master 2010 Final 2Ed Stevenson
 
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...MetricNet
 
Product Design and Process Selection – Services
Product Design and Process Selection – Services Product Design and Process Selection – Services
Product Design and Process Selection – Services Joshua Miranda
 
Service industry metrics
Service industry metricsService industry metrics
Service industry metricsDan Wilson
 
ESM Webinar Series Part 2 | The Keys to Optimal ESM are Automation and Integr...
ESM Webinar Series Part 2 | The Keys to Optimal ESM are Automation and Integr...ESM Webinar Series Part 2 | The Keys to Optimal ESM are Automation and Integr...
ESM Webinar Series Part 2 | The Keys to Optimal ESM are Automation and Integr...Cprime
 
Ch7 serv.pro.sel & design
Ch7 serv.pro.sel & designCh7 serv.pro.sel & design
Ch7 serv.pro.sel & designvideoaakash15
 
Ch7 serv.pro.sel+&+design
Ch7 serv.pro.sel+&+designCh7 serv.pro.sel+&+design
Ch7 serv.pro.sel+&+designvideoaakash15
 
Apex IT Presents Oracle CRM On Demand for Customer Service
Apex IT Presents Oracle CRM On Demand for Customer ServiceApex IT Presents Oracle CRM On Demand for Customer Service
Apex IT Presents Oracle CRM On Demand for Customer ServiceDaniel Kudanovych
 
Contact Center is a Gold Mine for Customer Experience Improvement Company-wide
Contact Center is a Gold Mine for Customer Experience Improvement Company-wideContact Center is a Gold Mine for Customer Experience Improvement Company-wide
Contact Center is a Gold Mine for Customer Experience Improvement Company-wideClearAction
 
Six Sigma for Beginners- Yellow and Green Belt
Six Sigma for Beginners- Yellow and Green BeltSix Sigma for Beginners- Yellow and Green Belt
Six Sigma for Beginners- Yellow and Green BeltRajiv Tiwari
 
8 trends of successful crm(customer relationship management)2
8 trends of successful crm(customer relationship management)28 trends of successful crm(customer relationship management)2
8 trends of successful crm(customer relationship management)2CRM Vision
 
Annual Support & Advocacy Program
Annual Support & Advocacy ProgramAnnual Support & Advocacy Program
Annual Support & Advocacy ProgramCRMIT
 
La Dove Associates -- CRM/Customer Care Consulting Overview
La Dove Associates -- CRM/Customer Care Consulting Overview La Dove Associates -- CRM/Customer Care Consulting Overview
La Dove Associates -- CRM/Customer Care Consulting Overview LaDove Associates
 
[Webinar Slides] Put an End to Manual Data Processing
[Webinar Slides] Put an End to Manual Data Processing [Webinar Slides] Put an End to Manual Data Processing
[Webinar Slides] Put an End to Manual Data Processing AIIM International
 

Similar a Partnering to Reduce Contact Center Costs in Three Layers (20)

Enterprise Service Management for Finance, HR, and Marketing
Enterprise Service Management for Finance, HR, and MarketingEnterprise Service Management for Finance, HR, and Marketing
Enterprise Service Management for Finance, HR, and Marketing
 
Ambasoft Presentation Master 2010 Final 2
Ambasoft Presentation Master 2010 Final 2Ambasoft Presentation Master 2010 Final 2
Ambasoft Presentation Master 2010 Final 2
 
Ambasoft Presentation Master 2010 Final 2
Ambasoft Presentation Master 2010 Final 2Ambasoft Presentation Master 2010 Final 2
Ambasoft Presentation Master 2010 Final 2
 
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...
Free Training Series | Enabling Chat | Key Success Factors in Chat Implementa...
 
Product Design and Process Selection – Services
Product Design and Process Selection – Services Product Design and Process Selection – Services
Product Design and Process Selection – Services
 
Service industry metrics
Service industry metricsService industry metrics
Service industry metrics
 
ESM Webinar Series Part 2 | The Keys to Optimal ESM are Automation and Integr...
ESM Webinar Series Part 2 | The Keys to Optimal ESM are Automation and Integr...ESM Webinar Series Part 2 | The Keys to Optimal ESM are Automation and Integr...
ESM Webinar Series Part 2 | The Keys to Optimal ESM are Automation and Integr...
 
CRM Solution Blueprint
CRM Solution BlueprintCRM Solution Blueprint
CRM Solution Blueprint
 
Crm budgets
Crm budgetsCrm budgets
Crm budgets
 
Ch7 serv.pro.sel & design
Ch7 serv.pro.sel & designCh7 serv.pro.sel & design
Ch7 serv.pro.sel & design
 
Ch7 serv.pro.sel+&+design
Ch7 serv.pro.sel+&+designCh7 serv.pro.sel+&+design
Ch7 serv.pro.sel+&+design
 
Apex IT Presents Oracle CRM On Demand for Customer Service
Apex IT Presents Oracle CRM On Demand for Customer ServiceApex IT Presents Oracle CRM On Demand for Customer Service
Apex IT Presents Oracle CRM On Demand for Customer Service
 
CCNS Webinar
CCNS WebinarCCNS Webinar
CCNS Webinar
 
Contact Center is a Gold Mine for Customer Experience Improvement Company-wide
Contact Center is a Gold Mine for Customer Experience Improvement Company-wideContact Center is a Gold Mine for Customer Experience Improvement Company-wide
Contact Center is a Gold Mine for Customer Experience Improvement Company-wide
 
Six Sigma for Beginners- Yellow and Green Belt
Six Sigma for Beginners- Yellow and Green BeltSix Sigma for Beginners- Yellow and Green Belt
Six Sigma for Beginners- Yellow and Green Belt
 
6 Sigma
6 Sigma6 Sigma
6 Sigma
 
8 trends of successful crm(customer relationship management)2
8 trends of successful crm(customer relationship management)28 trends of successful crm(customer relationship management)2
8 trends of successful crm(customer relationship management)2
 
Annual Support & Advocacy Program
Annual Support & Advocacy ProgramAnnual Support & Advocacy Program
Annual Support & Advocacy Program
 
La Dove Associates -- CRM/Customer Care Consulting Overview
La Dove Associates -- CRM/Customer Care Consulting Overview La Dove Associates -- CRM/Customer Care Consulting Overview
La Dove Associates -- CRM/Customer Care Consulting Overview
 
[Webinar Slides] Put an End to Manual Data Processing
[Webinar Slides] Put an End to Manual Data Processing [Webinar Slides] Put an End to Manual Data Processing
[Webinar Slides] Put an End to Manual Data Processing
 

Más de Daniel Willis

Gillet Plaster Samples Catalogue
Gillet Plaster Samples CatalogueGillet Plaster Samples Catalogue
Gillet Plaster Samples CatalogueDaniel Willis
 
Industry report home agent adoption 2010 print version
Industry report home agent adoption 2010 print versionIndustry report home agent adoption 2010 print version
Industry report home agent adoption 2010 print versionDaniel Willis
 
Agent repatriation social myth or boardroom reality
Agent repatriation social myth or boardroom realityAgent repatriation social myth or boardroom reality
Agent repatriation social myth or boardroom realityDaniel Willis
 
Customer Satisfaction and Quality
Customer Satisfaction and QualityCustomer Satisfaction and Quality
Customer Satisfaction and QualityDaniel Willis
 
Ten Questions Every Call Center Manager Should Answer
Ten Questions Every Call Center Manager Should AnswerTen Questions Every Call Center Manager Should Answer
Ten Questions Every Call Center Manager Should AnswerDaniel Willis
 
Dispelling The Myth Of The Home Agent
Dispelling The Myth Of The Home AgentDispelling The Myth Of The Home Agent
Dispelling The Myth Of The Home AgentDaniel Willis
 

Más de Daniel Willis (6)

Gillet Plaster Samples Catalogue
Gillet Plaster Samples CatalogueGillet Plaster Samples Catalogue
Gillet Plaster Samples Catalogue
 
Industry report home agent adoption 2010 print version
Industry report home agent adoption 2010 print versionIndustry report home agent adoption 2010 print version
Industry report home agent adoption 2010 print version
 
Agent repatriation social myth or boardroom reality
Agent repatriation social myth or boardroom realityAgent repatriation social myth or boardroom reality
Agent repatriation social myth or boardroom reality
 
Customer Satisfaction and Quality
Customer Satisfaction and QualityCustomer Satisfaction and Quality
Customer Satisfaction and Quality
 
Ten Questions Every Call Center Manager Should Answer
Ten Questions Every Call Center Manager Should AnswerTen Questions Every Call Center Manager Should Answer
Ten Questions Every Call Center Manager Should Answer
 
Dispelling The Myth Of The Home Agent
Dispelling The Myth Of The Home AgentDispelling The Myth Of The Home Agent
Dispelling The Myth Of The Home Agent
 

Último

How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...
How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...
How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...SOFTTECHHUB
 
Planetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in LifePlanetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in LifeBhavana Pujan Kendra
 
Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.Anamaria Contreras
 
Introducing the Analogic framework for business planning applications
Introducing the Analogic framework for business planning applicationsIntroducing the Analogic framework for business planning applications
Introducing the Analogic framework for business planning applicationsKnowledgeSeed
 
EUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exportersEUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exportersPeter Horsten
 
Cyber Security Training in Office Environment
Cyber Security Training in Office EnvironmentCyber Security Training in Office Environment
Cyber Security Training in Office Environmentelijahj01012
 
Excvation Safety for safety officers reference
Excvation Safety for safety officers referenceExcvation Safety for safety officers reference
Excvation Safety for safety officers referencessuser2c065e
 
BAILMENT & PLEDGE business law notes.pptx
BAILMENT & PLEDGE business law notes.pptxBAILMENT & PLEDGE business law notes.pptx
BAILMENT & PLEDGE business law notes.pptxran17april2001
 
trending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdf
trending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdftrending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdf
trending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdfMintel Group
 
Healthcare Feb. & Mar. Healthcare Newsletter
Healthcare Feb. & Mar. Healthcare NewsletterHealthcare Feb. & Mar. Healthcare Newsletter
Healthcare Feb. & Mar. Healthcare NewsletterJamesConcepcion7
 
Unveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic ExperiencesUnveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic ExperiencesDoe Paoro
 
Guide Complete Set of Residential Architectural Drawings PDF
Guide Complete Set of Residential Architectural Drawings PDFGuide Complete Set of Residential Architectural Drawings PDF
Guide Complete Set of Residential Architectural Drawings PDFChandresh Chudasama
 
Pitch Deck Teardown: Xpanceo's $40M Seed deck
Pitch Deck Teardown: Xpanceo's $40M Seed deckPitch Deck Teardown: Xpanceo's $40M Seed deck
Pitch Deck Teardown: Xpanceo's $40M Seed deckHajeJanKamps
 
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...ssuserf63bd7
 
Driving Business Impact for PMs with Jon Harmer
Driving Business Impact for PMs with Jon HarmerDriving Business Impact for PMs with Jon Harmer
Driving Business Impact for PMs with Jon HarmerAggregage
 
TriStar Gold Corporate Presentation - April 2024
TriStar Gold Corporate Presentation - April 2024TriStar Gold Corporate Presentation - April 2024
TriStar Gold Corporate Presentation - April 2024Adnet Communications
 
Send Files | Sendbig.comSend Files | Sendbig.com
Send Files | Sendbig.comSend Files | Sendbig.comSend Files | Sendbig.comSend Files | Sendbig.com
Send Files | Sendbig.comSend Files | Sendbig.comSendBig4
 
Lucia Ferretti, Lead Business Designer; Matteo Meschini, Business Designer @T...
Lucia Ferretti, Lead Business Designer; Matteo Meschini, Business Designer @T...Lucia Ferretti, Lead Business Designer; Matteo Meschini, Business Designer @T...
Lucia Ferretti, Lead Business Designer; Matteo Meschini, Business Designer @T...Associazione Digital Days
 
Jewish Resources in the Family Resource Centre
Jewish Resources in the Family Resource CentreJewish Resources in the Family Resource Centre
Jewish Resources in the Family Resource CentreNZSG
 
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxThe-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxmbikashkanyari
 

Último (20)

How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...
How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...
How To Simplify Your Scheduling with AI Calendarfly The Hassle-Free Online Bo...
 
Planetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in LifePlanetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in Life
 
Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.Traction part 2 - EOS Model JAX Bridges.
Traction part 2 - EOS Model JAX Bridges.
 
Introducing the Analogic framework for business planning applications
Introducing the Analogic framework for business planning applicationsIntroducing the Analogic framework for business planning applications
Introducing the Analogic framework for business planning applications
 
EUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exportersEUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exporters
 
Cyber Security Training in Office Environment
Cyber Security Training in Office EnvironmentCyber Security Training in Office Environment
Cyber Security Training in Office Environment
 
Excvation Safety for safety officers reference
Excvation Safety for safety officers referenceExcvation Safety for safety officers reference
Excvation Safety for safety officers reference
 
BAILMENT & PLEDGE business law notes.pptx
BAILMENT & PLEDGE business law notes.pptxBAILMENT & PLEDGE business law notes.pptx
BAILMENT & PLEDGE business law notes.pptx
 
trending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdf
trending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdftrending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdf
trending-flavors-and-ingredients-in-salty-snacks-us-2024_Redacted-V2.pdf
 
Healthcare Feb. & Mar. Healthcare Newsletter
Healthcare Feb. & Mar. Healthcare NewsletterHealthcare Feb. & Mar. Healthcare Newsletter
Healthcare Feb. & Mar. Healthcare Newsletter
 
Unveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic ExperiencesUnveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic Experiences
 
Guide Complete Set of Residential Architectural Drawings PDF
Guide Complete Set of Residential Architectural Drawings PDFGuide Complete Set of Residential Architectural Drawings PDF
Guide Complete Set of Residential Architectural Drawings PDF
 
Pitch Deck Teardown: Xpanceo's $40M Seed deck
Pitch Deck Teardown: Xpanceo's $40M Seed deckPitch Deck Teardown: Xpanceo's $40M Seed deck
Pitch Deck Teardown: Xpanceo's $40M Seed deck
 
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
 
Driving Business Impact for PMs with Jon Harmer
Driving Business Impact for PMs with Jon HarmerDriving Business Impact for PMs with Jon Harmer
Driving Business Impact for PMs with Jon Harmer
 
TriStar Gold Corporate Presentation - April 2024
TriStar Gold Corporate Presentation - April 2024TriStar Gold Corporate Presentation - April 2024
TriStar Gold Corporate Presentation - April 2024
 
Send Files | Sendbig.comSend Files | Sendbig.com
Send Files | Sendbig.comSend Files | Sendbig.comSend Files | Sendbig.comSend Files | Sendbig.com
Send Files | Sendbig.comSend Files | Sendbig.com
 
Lucia Ferretti, Lead Business Designer; Matteo Meschini, Business Designer @T...
Lucia Ferretti, Lead Business Designer; Matteo Meschini, Business Designer @T...Lucia Ferretti, Lead Business Designer; Matteo Meschini, Business Designer @T...
Lucia Ferretti, Lead Business Designer; Matteo Meschini, Business Designer @T...
 
Jewish Resources in the Family Resource Centre
Jewish Resources in the Family Resource CentreJewish Resources in the Family Resource Centre
Jewish Resources in the Family Resource Centre
 
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptxThe-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
The-Ethical-issues-ghhhhhhhhjof-Byjus.pptx
 

Partnering to Reduce Contact Center Costs in Three Layers

  • 1.
  • 2.  
  • 3.  
  • 4.  
  • 5.
  • 6.  
  • 7.
  • 8.
  • 9.
  • 10.
  • 11. Projects HR Changes IVR Marketing Senior Leaders System changes Telecom Web QA Facilities T & D People stuff Cx Issues Technology Issues Calls & SL = Ecosystem! World’s Biggest Roundabout TL or Managers AND Agents Contact Centre Suppliers Customers! 1 12 2 3 4 5 6 7 8 9 10 11
  • 12.
  • 13.
  • 14.
  • 15.
  • 16.
  • 17. Triple Layer Cake Strategy Layer Operational Design Layer Execution Layer
  • 18. Triple Layer Cake Strategy Layer Operational Design Layer Execution Layer
  • 19.
  • 20.
  • 21.
  • 22.
  • 23.
  • 24.
  • 25. Key Insights: All Three Layers Complexity!... Real & Artificial Culture is the hidden driver of unnecessary cost Unfinished Projects: IT, M&A, Workarounds, “Self-Service” Cost, Value & Disturbance Factor of “Support” Groups Role Confusion: a) Shared Services b) Matrix Org c) Vendor
  • 26.
  • 27.
  • 28.