19566960
Description
Mind Map by Andy Betts, updated more than 1 year ago
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Created by Andy Betts
over 4 years ago
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Building The Omni channel - A White
Paper
- The multi-channel Problem
- 50% of calls going to the wrong endpoints
- High transfer rate of calls
- Calls waiting transferred and waiting
- Decrease in contact centre productivity
- Increased agent churn
- Increased costs of training
- Decreased business knowledge and expertise
- Increased costs of training
- Increased agent churn
- Poor agent % utilisation
- Calls waiting transferred and waiting
- High transfer rate of calls
- IVR options are static and unintuitive
- No business or customer context
- No focus on high value $ transactions
- No focus on high value $ transactions
- Call flows are fixed and not dynamic
- Require to be designed recorded tested and built
- Tend to be in place for long periods
- Require to be designed recorded tested and built
- No business or customer context
- Information Repeated
- Customers & Agents frustrated
- Customers & Agents frustrated
- Management of multiple 1300/1800 entry points
- Numbers and IVR options used for differentiation
- Customer behaviour based on selection experience
- Numbers and IVR options used for differentiation
- Customers not identified
- Purpose for call not determined
- Purpose for call not determined
- 50% of calls going to the wrong endpoints
- Omnichannel - The Opportunity
- Create the DATA lake
- Master data management
- Single View Customer
- Customer Relationship Management
- Requests
- Requests
- Customer Relationship Management
- Single Version of truth
- Automation Processes to clean data
- DB Framework and Topology
- Single View Customer
- Master data management
- Magnificent Inputs
- Voice
- Mobile
- 1300 / 1800 number
- Mobile
- SMS
- Web Channel
- E-mail
- Video
- Chat
- Social Media
- Salesforce
- Voice
- Create the DATA lake
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