Driving Agent Productivity in the Contact Center

Driving Agent Productivity in the

Contact Center

Michael Ramsey,

Sr. Director Service Cloud

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litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating

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Michael Ramsey

Sr. Director Service Cloud

Hard to Be Productive with Outdated Tools

Avge. Handle Time 54%

Agents must use multiple

sources to answer

customer inquiries

Unproductive Agents

Multiple applications and screens

Not connected to back-office

No single knowledge source

No collaboration

Source: Forrester Study

Service Agent Desktop

Drive Agent Productivity with the Service Cloud

Contextual

Knowledge

Universal Agent

Desktop

Collaborative

Case Management

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

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

Save User Session Context

Open CTI

Live Agent

Global Event Model

Application Components

Contextual Workspace Components

Bookmark-able URLs

Custom Logos

Service Cloud Console

Case Feed (GA)

Email Publisher

Portal Publisher

Activity Publisher

Case Status Publisher

Enhanced Suggested Knowledge

Quick Text

Visual Force Email Publisher

Visual Force Portal Publisher

Visual Force Status Publisher

Visual Force Activity Publisher

Email Thread Merge Field

Case Teams Reporting

Custom Publishers

Community Publisher

Chat Transcript Feed Items

Social Post Feed Items

Email Drafts and Approvals

Smart Email Templates

Updated Look and Feel

New Declarative Setup Options

Collaborative Case Management

Universal Agent Desktop

Cloud CTI

Back-office Integration

Contextual Components

Pinned Lists

Push Notifications

Keyboard Shortcuts


increase in agent productivity

+36% Any Modern Browser Any Platform


Cloud CTI



Pinned Lists

Push Notifications

Keyboard Shortcuts



+36%


Cloud CTI



Pinned Lists

Push Notifications

Keyboard Shortcuts



+36%


Cloud CTI



Pinned Lists

Push Notifications

Keyboard Shortcuts



+36%


Cloud CTI



Pinned Lists

Push Notifications

Keyboard Shortcuts



+36%


Cloud CTI



Pinned Lists

Push Notifications

Keyboard Shortcuts



+36%


Multi-Channel Publishers

Unified Case Feed

Agent Collaboration

Suggested Knowledge

Quick Text

Smart Templates



+36%



Unified Case Feed

Agent Collaboration

Suggested Knowledge

Quick Text

Smart Templates



+36%



Unified Case Feed

Agent Collaboration

Suggested Knowledge

Quick Text

Smart Templates



+36%



Unified Case Feed

Agent Collaboration

Suggested Knowledge

Quick Text

Smart Templates


+36% increase in agent productivity



Unified Case Feed

Agent Collaboration

Suggested Knowledge

Quick Text

Smart Templates





Unified Case Feed

Agent Collaboration

Suggested Knowledge

Quick Text

Smart Templates



Joe Kipping

Sr. Manager, Service Delivery

Solutions

Console View


Header Information


Other Cases, Attachments & Histogram


Consolidated Audit & Notes History


Quick Edit Pane


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

Usability in the Enterprise

Image source: Office 2007 Ribbon Saga http://facets.datamanagementsolutions.biz/2008/03/office-2007-ribbon-saga.html

29

Dimensions of CRM Usability

The Usability Wheel

Usability Wheel: Storyboarding Example

Usability Wheel: Wireframe Sample

Designing for the Console

• Leverage mini-layouts to maximize what you can fit in the highlights panel

• Make the most of built-in “hover” capabilities

• Be cautious of “over-componentizing”

Designing for the Console

• Use the footer for

“quick access” such

as:

• Queue views

• Announcements

• Notepad

• Help Button

• (Demo available)

Usability: Key Points to Take Home

Users now expect look and feel of consumer application

Mobile is revolutionizing all industries

Agile principles make design process effective

Embed the user in the process

It can never be too easy or too fast

Michael Ramsey

Sr. Director Service Cloud,

@mj_ramsey

Joe Kipping

Sr. Manager Service Delivery

Bobby Buntin

Deloitte Consulting LLP

@bobbybuntin

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Live Call Center

Date post:	19-Oct-2014
Category:	Technology
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Driving Agent Productivity in the Contact Center

Technology