Professional contact center management

งานนำเสนอเรื่อง: "Professional contact center management"— ใบสำเนางานนำเสนอ:

1 Professional contact center management
Thailand contact center Professional contact center management

2 About Thailand contact center
Thailand Contact Center เป็นการรวมกลุ่มของ ผู้เชี่ยวชาญในเรื่องของ Contact Center, Customer Relationship Management (CRM), Customer Experience Management (CEM), และ Data Analysis วัตถุประสงค์ของการรวมตัวกันนี้เพื่อเป็น ศูนย์กลางในการรวบรวมข้อมูลข่าวสาร องค์ ความรู้ที่เป็นประโยชน์ในการบริหารจัดการ Contact Center ไม่ว่าจะเป็นส่วน Inbound, Outbound หรือการบริหารจัดการลูกค้าจาก หลากหลายช่องทาง (Multi-Channel Management) เพื่อเพิ่มศักยภาพการบริหารงาน Contact Center ของไทย เพื่อทัดเทียม มาตรฐานสากล

3 Outlines Outline Part 1 การบริหารจัดการ Contact Center

4 Contact center Management

5 Transformation of contact center to customer experience center

6 Strategic customer management
CEM Right Brain Enterprise’s Value to Customers People and Interactions Emotional Value CRM Left Brain Customer Value to the Enterprise System and Transactions Functional Value

7 Special Marketing Deals/events
Experience design Wow Enjoyable Beyond expectation Wow rewards Special Marketing Deals/events Functional Always Connect Language Skill Product Knowledge Service Skill Missed it Never again Case Management Solve issues Compliance

8 Contact center quality transformation
Now Transactional Fast Compliance Instruction Control Handle Time Reactive Interact Demand Future Experiential Feeling Compassion Innovation Collaboration Handle It Receptive Influence Develop

9 Management of contacts
Channel of Contacts Direction of Contacts Speed of Response

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11 Real Time vs Deferred Transaction
Transactions Real Time vs Deferred Transaction

12 Real time transaction Call center Web Chat Face-to-Face

13 deferred transaction Emails Letters Fax Voice Mail Messge
Facebook Message Call Backs

14 Types of processes/services
Sales Support Survey

15 Contact center framework

16 Leadership and Planning
COPC framework Leadership and Planning Process People Performance

17 Leadership and Planning
Statement of Direction Business Plan Target Setting

18 Process Provides a formalized process and training to manage a project with in the contact center Change Management Provides a framework methodologies and training for managing operational and system change Business Continuity Quality Management Report

19 Operation Process Solution
People Operation Process Solution

20 Performance Service Performance (SLA, FCR, etc.) Quality Performance
Efficiency Performance Case Management Sales Performance Cost Performance HR Development Performance Customer Satisfaction

21 Sample of SOP

22 พัฒนาการของ Contact Center และแนวโน้มในอนาคต

23 What is the future of contact center?

24 Digital needs a human touch

25

26 What is omni-channel?

27

28 “Customers now expect to receive service
from the channel of their choice, which might be voice call, social media, messaging app or live chat. Omni-channel empowers the customer to start an activity in one channel and seamlessly transition to another."

29 Changing Role of Agents
Simple request will be handles before contact agents ie placing order, banking service Low-skilled agents will be replaced by technology High-skilled agents will focus on cross selling, troubleshooting, complaint handling and relationship & experience building

30 Should we use chatbot? “Chatbot is an computer program designed to communicate with human through messaging application.”

31 how can chatbot help? Reduce cost Instant response 24/7
Can handle more customers at once Easy to use UI (compare to IVR) Release load from agents Can show Image / Video Can easily send/receive GPS location Can handle multiple languages

32 Ideas for chatbot Info chatbot
Service information finder (by location) chatbot Personal assistant E-commerce chatbot News service chat bot

33 Managing Contact Center as You Move to Digital
One of the key drivers for moving to a multichannel strategy is the potential to provide better customer experience through omni-channel interaction Understand your customer journey Understand the potential cost savings of moving to a multichannel strategy Invest in both assisted and unassisted channels controlled by the entity, divided by some measure of customer volume

34 Thank you