The challenges faced in customer experience are different today from even just a year ago. Customer expectations are lower than ever, but the satisfaction threshold is higher than ever. And with interactions spreading out over multiple modalities, including voice, chat, email Twitter and Facebook, customer service teams are becoming more fragmented. A technical exploration of how to keep pace with the trends in call center technology

1. TRENDS IN CALL CENTER TECHNOLOGY
What will the future be like?
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2. AGENDA
‣ Challenges
‣ 6+ Macro Trends
‣ People Technology
‣ Customer Technology
‣ Architecture
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3. THIS DISCUSSION
‣ Make you think about how
technology will impact
your career
‣ What can you do to be
“Even Better?
‣ Make it worth your time;
ask questions anytime
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4. CHALLENGES WE FACE
‣ Customer Expectations
‣ Multiplying Channels
‣ Staffing Hiring, Training & Retention
‣ Under or Over investment In Technology
‣ Under attack from Senior Managers
‣ We have no time
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5. 6+ MACRO TRENDS
‣ Broadband only gets better
‣ Virtualization is coming to you
‣ Analog to Digital
‣ Help from your Customers
‣ Work from home
‣ Software Wins
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6. BROADBAND
ONLY GETS BETTER
600 80%
500
60%
400
300 40%
200
20%
100
0 0%
ed Is Understated 1995 2000 2005 2011
Speed Is
Understated Speed Home Penetration
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7. VIRTUALIZATION
IS COMING TO YOU
‣ Its not outsourcing
‣ Its not about people
‣ Its about the idea that you can get hardware,
software & services on demand & friction free
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8. ANALOG TO DIGITAL
VOICES = DIGITS
‣ You’ve heard the story about VOIP; Skype or Vonage
‣ Carriers use SIP today they just don’t tell you
‣ SIP & the impact on you
‣ SIP makes every call a piece of software
SIP means - Session Initiation Protocol, like HTTP
or Hypertext Transfer Protocol
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The SIP protocol is an Application Layer protocol designed to be independent of the underlying transport layer; it can run on Transmission Control Protocol (TCP), User Datagram Protocol (UDP), or Stream Control
Transmission Protocol (SCTP).[2] It is a text-based protocol, incorporating many elements of the Hypertext Transfer Protocol (HTTP) and the Simple Mail Transfer Protocol (SMTP).[3]

9. HELP FROM CUSTOMERS
CROWD SOURCING
‣ Your best fans want to help you
‣ Your new Customers want to succeed
‣ Your prospects want to know how honest you are
‣ Why don’t you ask for their help?
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10. WORK FROM HOME
IT’S BIGGER THAN YOU THINK
‣ Can you stand it?
‣ Are you ready for it?
‣ Can you manage it?
‣ Gas prices & the economics of availability
‣ Its all digital today
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11. SOFTWARE WINS
WHY YOU NEED TO KNOW THIS
‣ Every call is software - its a digit waiting to be pushed and
processed.
‣ Every workflow should be considered software
‣ The job recovery’s slow start may be caused by technology
‣ Except in the area of customer service & sales
‣ Look at the Fortune 1000
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12. GOOD ENOUGH IS GOOD ENOUGH
‣ Look at Salesforce.com
‣ Don’t let new technology drive “year” long schedules
‣ Be incremental
‣ If not Salesforce - look at the US Air Force
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13. AUTOMATION?
SYSTEMS + HUMANS = WIN
A10 Attack Plane - Predator Attack Drone
Ground Attack Piloted from Kansas
Plane
Pilot @ Risk Pilot Not At Risk
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14. BETTER THAN A CRUISE MISSILE
‣ Launch once
‣ No recourse
‣ Only does one “route”
‣ Can’t change based on conditions
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15. HOW MANY OF YOU
HATE SPEECH
RECOGNITION?
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16. Spoken.com
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17. COMBINES HUMAN &
SYSTEMS TOGETHER
Spoken
System Only Agent Only
Conversational IVR
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18. PEOPLE TECHNOLOGY
‣ The problem of Multi-mode
‣ A business idea “TradeMyShift.com”
‣ Letting people work from home
‣ Managing more with less - recording solutions
‣ But if calls are software . . .
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19. MULTI-MODE PEOPLE
‣ There is a question - should people
handle multiple channels?
‣ If so, what tools should they have?
‣ Think of all the apps . . . .
Voice, Chat, Email, SMS, iPhone Applications, Google, & ?
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20. CUSTOMER TOOLS
CHANGE IN TECHNOLOGY CULTURE
‣ Do you provide tools for your Customers?
‣ Self-service = Google First
‣ Email
‣ Last resort is a call
‣ Your agents have to be better than google
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21. “GOOGLIZE” SERVICE
‣ You want control? What is control?
‣ Put everything you can for self-service
‣ Product information
‣ Video demos
‣ FAQs
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22. AN EXAMPLE GOOD?
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23. GOPRO SUPPORT PAGE
What do you think could
be done even better here?
Use your marketing hat -
make it more inviting! No
Icons No Pictures - Where
do I start?
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24. SECOND PAGE BETTER!
Great use of Video
Steps you through the
process
Icons to start
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25. ARCHITECTURE
WORKFLOW IS A COMBINATION OF HUMAN & SOFTWARE
‣ You need to be the Architect - not the systems people
‣ Think of what the combination will be Human & Systems
‣ Remember “good enough” is “good enough”
‣ Think quick ROI and manage to success
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26. WORKFLOW
CUSTOMER
SOFTWARE
DETECTS?
AGENT PROBLEM?
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27. TOO LONG TO
PROGRAM A SOLUTION
‣ By the time its done - new problem or new fire
‣ Systems
‣ People
‣ Combination of the two Hybrid
‣ Friction free, uses mathematical models & human
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28. AGENDA
‣ Challenges
‣ 6+ Macro Trends
‣ People Technology
‣ Customer Technology
‣ Architecture
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29. THIS DISCUSSION
‣ Make you think about how
technology will impact
your career
‣ What can you do to be
“Even Better”?
‣ Make it worth your time;
ask questions anytime
Spoken.com
Wednesday, March 16, 2011 29

30. Focus On Quick ROIs
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