7. IVR Web Chat Email
Chat Email
MM
S
MMS
SM
S
SMSVideo
XML
WebVoice
Agent Environment
Performance Management
Assisted Experience Management
End to End Services
Reporting Analytics WFO
ONON
DemandDemand
FAX
CRMERP Finance
Contact Center
8. Calls offered
Calls handled
call handled by agents
call handled by IVR
Full-time agents
Part-time agents
Order Taking
Inbound callsOutbound Calls
Questions and Inquiries
Tracking
Technical Support
Complaints
Annual Budget
Average Cost per Call
On-line Web-chats
Average speed of answer
Average talk time
Calls resolved on first call
Average Utilization
Customer Satisfaction
Average abandoned
% turnove Calls per hour
9. What Contact-center People doing ?
InboundInbound
OutboundOutbound
ServiceServiceSalesSales
Not just talk
But Communicate
25. About meAbout me
Earvin ChiEarvin Chi
10 years Travel Agent10 years Travel Agent
9 years Telecom Call-center9 years Telecom Call-center
6 years Cable & Broadband Call-center6 years Cable & Broadband Call-center