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The Trends Shaping the Future of Contact Centers Brad Cleveland Founding Partner, ICMI Moscow

The Trends Shaping the Future of Contact Centers Brad Cleveland Founding Partner, ICMI Moscow March, 2013. Before you began your career, did you expect to be working in the call center profession?. … Customer Lifetime Value. … Customer Lifetime Value. … Word of Mouth.

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The Trends Shaping the Future of Contact Centers Brad Cleveland Founding Partner, ICMI Moscow

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  1. The Trends Shaping the Future of Contact Centers Brad Cleveland Founding Partner, ICMI Moscow March, 2013

  2. Before you began your career, did you expect to be working in the call center profession?

  3. … Customer Lifetime Value

  4. … Customer Lifetime Value … Word of Mouth

  5. … Customer Lifetime Value … Word of Mouth … Word of Keypad

  6. Courtesy, Statoil

  7. 1. Second Tier of Service Search…

  8. 2. More Contact Channels email phone video cobrowse chat feedback Self-service sms social forums search mobile/apps

  9. 3. Significant Strategic Value

  10. Which is the most difficult part of improving a call center? - Hiring - Getting support from the organization - Forecasting and planning - More contact channels - Showing call center value

  11. 4. Importance of Forecasting and Planning Input: Average Talk Time (Sec.) = 180 Average After Contact Work (Sec.) = 30 Contacts per Half-Hour = 250 Service Level Objective (Sec.) = 20 (Based on Erlang C) |<==== Customers waiting longer than x second s =====>| Agents SL% 5 10 15 20 30 40 50 60 90 120 180 240 ===== === ==== ==== ==== ==== ==== ==== ==== ==== ==== ==== ==== ==== 30 24 203 199 195 191 184 177 170 163 145 129 101 80 31 45 156 149 143 137 126 115 105 97 74 57 34 20 32 61 118 111 104 97 85 74 65 56 38 25 11 5 33 73 89 81 74 67 56 47 39 32 19 11 4 1 34 82 65 58 52 46 37 29 23 18 9 5 1 0 35 88 47 41 36 31 24 18 14 10 4 2 0 0 36 92 34 29 24 21 15 11 8 6 2 1 0 0 37 95 24 20 16 14 9 6 4 3 1 0 0 0 38 97 16 13 11 9 6 4 2 2 0 0 0 0 39 98 11 9 7 5 3 2 1 1 0 0 0 0 40 99 7 6 4 3 2 1 1 0 0 0 0 0 41 99 5 4 3 2 1 1 0 0 0 0 0 0

  12. Name and email for:- Slides- Research updates- Slides

  13. Courtesy of CA

  14. 5. Developing New Skills and Knowledge • Customers • Channels • Service • Organizations

  15. This is the most exciting time to be in the call center profession!

  16. The Trends Shaping the Future of Contact Centers Brad Cleveland Founding Partner, ICMI Moscow March, 2013

  17. To Connect: Brad Cleveland Email: bcleveland@icmi.com Office: +1-410-864-0212 Web: bradcleveland.com Blog: bradcleveland.com/blog Twitter: @bradcleveland

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