The Next Generation Multi-channel Agent Console

transcript

The Next Generation Multi-

Channel Agent Console

Channel Agnostic Case Management

Gautam Vasudev, salesforce.com, Product Manager

@Gautam_Vasudev

http://www.linkedin.com/in/gautamvasudev

Safe harbor

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Agenda

• The Console Design

Philosophy

• The Multi-Channel Agent –

Why we talk about it…

• The Multi-Channel Console

• Future Capabilities

• Beyond Case Management

The Console Design Philosophy

Configurable Agent

Experience

Information, Action

UI and Component Framework

Context

Relevant, Timely, Sufficient

3rd Party Application &

Data Integration

Integrate Channel Solutions

Why are channel agnostic

interactions key?

Bobby Buntin

Manager, Deloitte Consulting LLP

@BobbyBuntin

All about Deloitte

Deloitte is the world’s largest private professional services

organization with US$26.6 billion revenue in FY 2009/2010.

Deloitte has approximately 170,000 people spread across

150 locations worldwide.

More than 80 Certified Service Cloud Consultants spread across US, EMEA

and Asia (300 Salesforce certified practitioners globally)

Strong relationship with key technology partners in service cloud ecosystem

such as ServiceMax, Boomi, Radian6, BigMachines, and InContact

Experienced practitioners with Global Contact Center expertise, strong

Salseforce.com implementation track record, and knowledge of service

industry best practices

Evolution to “Omnichannel” Customers are evolving to communicate through multiple channels simultaneously

• Metrics measured by

channel

• Emphasis on deflection

• Chat agents then direct customer

to call 1-800-Call-Center

• Fragmented experience for

customers

• Consumers interact via web,

mobile, voice simultaneously

• Distinctions between channels

fade and metrics by channel prove

elusive

• Focus on customer experience

• Company’s channel siloes must be

reduced

The Past :

Silo Channels

The Present :

Multi-Channel

The Future :

Omnichannel

• Customer experience

inconsistent among

channels

Most interactions start in a low efficacy channel and build as the conversation gets more complex.

Agents must be able to move with the customer among the channels.

Web Web Web Web

Chat Chat

Email Voice

Voice Email Web Web

Understand the Common Channel Progressions

Voice Voice

Video /

Browse

Mobile

“What are your firm’s three (3) most important customer service goals over the next 12 months?”

Offer social customer service, using for example Twitter ofFacebook

Offer additional communication channels (ex. email, chat) toexisting customers

Improve the phone self-service (IVR) customer serviceexperience

Offer a mobile customer service.

Catch up to the competition

Improve the store/branch customer service experience

Create a competitive advantage

Offer expanded products to increase revenue potential

Improve the profitability of customers

Improve the online/web customer service

Reduce the costs of servicing customers

Improve the cross-channel customer service experience

Improve the experience of interacting with customer serviceagents

Base: 152 North American Customer Service decision-makers

Source: A commissioned study conducted by Forrester Consulting on behalf of salesforce.com, July 2012

Companies focusing on the multi-channel experience

“What are the main measurements of success for your customer service operations?" (Select your top 5)

Base: 152 North American Customer Service decision-makers

Source: A commissioned study conducted by Forrester Consulting on behalf of salesforce.com, July 2012

Customer Satisfaction is the Leading Metric

Support cost and operational complexity increases with every channel supported. Start simple and

only add when there is a strong business reason.

Web Web

• Video

• SMS

• Mobile App

• Social Media

Evolution of Channel Support

Typical Channel Evolution

tional C

Others

Evolution to “Omnichannel”

Source: http://catchwordbranding.com

Unhappy

Customers

Difficult to Delight Your Customers Today

Disconnected systems

Multiple knowledge

No support for social

No support for mobile

Multiple service screens

No single knowledge source

Not connected to back-office

No collaboration

No context

Not personalized

Slow, inaccurate answers

Low quality of interaction

Inconsistent Service Across

Channels Poor Customer Experiences Low Agent

Productivity

92% Companies

reported decline

in customer

satisfaction

54% Agents must use

multiple sources to

answer customer

inquiries

86% Customers stop

doing business after

one negative

interaction

Grow Customer Satisfaction with Service Cloud

+34% Customer

Satisfaction

Cloud . Mobile . Social

Amazing Customer

Experiences

+28% Increase in customer

retention

Outstanding Multi-

Channel Service

+37% Increase in first

contact resolution

Higher Agent

Productivity

+36% Higher agent

productivity

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.

The Multi-Channel Console

Available Channels

• Logging Interactions

• Case Feed

Available Channels

• Case Feed

Available Channels

• Case Feed

Available Channels

• Case Feed

Available Channels

• Case Feed

Available Channels

• Case Feed

Available Channels

• Case Feed

Available Channels

• Case Feed

Future Capabilities

• Next Generation

Console

• Open CTI

• Presence

Future Capabilities

Beyond Case Management

• What are the right channels for your business

• The Console in Contact Centers

Nathan Becker

Executive Director – Solutions Management

YP is North America’s largest local

search, media and advertising company

YP Local Ad Network:

76 Million uniques monthly (10 million on mobile)

18 Million listings

500,000+ Advertisers

5,000+ Sales Force

300+ Publishers

Sources: 1) Sales Force Ranking from Gordon Borrell, Borrell Associates, Feb 2011 2) YELLOWPAGES.COM, comScore Top 2000 Web Domains Report, June 2011 3) 38B Impressions Based on AT&T Interactive Internal Reporting of Free and Paid Business Listing Impressions Across Entire YP Local Ad Network in 2010 4) Run Rate Revenue Based on AT&T Interactive Internal Reporting 5) Local Business Listings Based on AT&T Interactive Internal Reporting 6) Monthly Unique Visitors Based on YP.COM Network, comScore, June 2011 7) Publisher Sites and Apps Figure Based on AT&T Interactive Internal Reporting 8) Sales Presence Figure Based on AT&T Interactive Internal Reporting

• Customer since 2004

• 20+ Apps across many Sales, Service, Operations,

Publishing, and Finance channels.

• 2600 Salesforce users – 5700 by Q2

• 660 Portal users

• 148 Custom objects, 180 VF pages, 360 Dashboards…

• 15 integrated external systems

• Move telesales to the Cloud - replace on premise system

• Rapid fire dialing

• Balance effective preview time with high volume calls

• All in one place - Customer vitals, dialing, dispositions

• CTI call control

• Guided (forced) action - disposition before moving next

• Flexible process config for Campaign Admins

• Preview time

• Time before recalling

• Call and preview limits

• Measure everything

Cloud Console for Telesales Objectives

Campaign Admin

Cloud Console for the

Account Executive

• Integrated proposal and product performance apps

• Auto dialing

• Cloud CTI

• Omni channel focus on customer experience

Cloud Console Future

Lauren Hsu, Shrikant Zile, Emilio Castillo, Sayeed Faruki, Kathryn Lanee, Vishal Mehta, Sarah

Khakhayev, Holly Lite, Shane Moore, Katie Eck, Maureen Spray, Ann Lee, Ravi Ravichandran,

Denise Belotti, Fay Lung …

Shout outs

We are hiring! Join our team!

Director of Product Management

CRM Solution Developers/Admins

Software Engineers/Architects

Technical Product Managers/Designers

Visit the

Live Call Center

Gautam Vasudev

Product Manager,

@Gautam_Vasudev

Bobby Buntin

Manager, Deloitte Consulting

@BobbyBuntin

Nathan Becker

Executive Director –

Solutions Management, YP

A big thanks to the Agent Experience Team!

Pinned List Views

CTI 4.0

Push Notifications

Contextual Detail Components

Suggested Knowledge

Integration Toolkit JavaScript API

Navigation Tab

Highlight Panel

Interaction Log

Hot Keys

Push Notification API

Cross Domain JavaScript API

Personalization

Open CTI

Live Agent

Global Event Model, Application Components

Contextual Workspace Components

Bookmark-able URLs

Custom Logos

2011 2012

Pinned List Views

CTI 4.0

Push Notifications

Contextual Detail Components

Suggested Knowledge

Integration Toolkit JavaScript API

Navigation Tab

Highlight Panel

Interaction Log

Hot Keys

Push Notification API

Cross Domain JavaScript API

Personalization

Open CTI

Live Agent

Global Event Model, Application Components

Contextual Workspace Components

Bookmark-able URLs

Custom Logos

2011 2012

To learn more, visit our blog site -

http://wiki.developerforce.com/page/DevelopingWithSer

viceAndSupport#The_Service_Cloud_Console

The Next Generation Multi-channel Agent Console

Technology