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AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE...

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AIRS 2009

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Page 1: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.

AIRS 2009

Page 2: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.

WIN 211 Circa 2006

Page 3: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.

The Traditional Contact Center

‘70s

‘80s

‘90s

‘00s

Page 4: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.

The Traditional Contact Center

Page 5: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.

Multi-Site Challenges

Time of Day % Allocation

Bu

sy

No A

nsw

er

Page 6: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.

Hub & Spoke

Page 7: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.

Page 8: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.

Changing The “Traditional” Model

‘70s

‘80s

‘90s

‘00s

Page 9: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.

Changing the “Traditional” Model

Page 10: AIRS 2009. WIN 211 Circa 2006 The Traditional Contact Center REPORTING RECORDING E-MAIL/CHAT REMOTE AGENT EXTENDER IVR ACD WFM CTI CSAT CBT 70s80s90s.

SaaS

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