THAILAND CONTACT CENTER PROFESSIONAL CONTACT CENTER MANAGEMENT ABOUT

THAILAND CONTACT CENTER PROFESSIONAL CONTACT CENTER MANAGEMENT

ABOUT THAILAND CONTACT CENTER • Thailand Contact Center ����������� Contact Center, Customer Relationship Management (CRM), Customer Experience Management (CEM), ��� Data Analysis • ���������������������� ������� Contact Center �������� Inbound, Outbound ����������� (Multi-Channel Management) ����������� Contact Center ��������������

OUTLINES Outline Part 1 �������� Contact Center Part 2 ������ Contact Center ���������

4 CONTACT CENTER MANAGEMENT

5 TRANSFORMATION OF CONTACT CENTER TO CUSTOMER EXPERIENCE CENTER

STRATEGIC CUSTOMER MANAGEMENT CRM CEM Left Brain Right Brain Customer Value to the Enterprise’s Value to Customers People and Interactions Emotional Value System and Transactions Functional Value 6

EXPERIENCE DESIGN Wow Enjoyable Functional Beyond expectation Always Connect Language Skill Service Skill Missed it Wow rewards Special Marketing Deals/events Product Knowledge Case Management Solve issues Never again Compliance 7

CONTACT CENTER QUALITY TRANSFORMATION Now Future Transactional Experiential Fast Feeling Compliance Compassion Instruction Innovation Control Collaboration Handle Time Handle It Reactive Receptive Interact Influence Demand Develop 8

MANAGEMENT OF CONTACTS • Channel of Contacts • Direction of Contacts • Speed of Response 9

TRANSACTIONS Real Time vs Deferred Transaction

REAL TIME TRANSACTION • Call center • Web Chat • Face-to-Face

DEFERRED TRANSACTION • Emails • Letters • Fax • Voice Mail Messge • Facebook Message • Call Backs

TYPES OF PROCESSES/SERVICES • • Service Sales Support Survey

15 CONTACT CENTER FRAMEWORK

COPC FRAMEWORK Process Performance Leadership and Planning People 16

• Statement of Direction • Business Plan • Target Setting 17 Leadership and Planning

• Provides a formalized process and training to manage a project with in the contact center Process Change Management • Provides a framework methodologies and training for managing operational and system change Quality Management Report 18 Business Continuity

OPERATION PROCESS SOLUTION 19 People

• Service Performance (SLA, FCR, etc. ) Performance • Quality Performance • Efficiency Performance • Case Management • Sales Performance • Cost Performance • HR Development Performance • Customer Satisfaction 20

Sample of SOP 21

WHAT IS THE FUTURE OF CONTACT CENTER?

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WHAT IS OMNI-CHANNEL?

“CUSTOMERS NOW EXPECT TO RECEIVE SERVICE FROM THE CHANNEL OF THEIR CHOICE, WHICH MIGHT BE VOICE CALL, SOCIAL MEDIA, MESSAGING APP OR LIVE CHAT. OMNI-CHANNEL EMPOWERS THE CUSTOMER TO START AN ACTIVITY IN ONE CHANNEL AND SEAMLESSLY TRANSITION TO ANOTHER. "

CHANGING ROLE OF AGENTS • Simple request will be handles before contact agents ie placing order, banking service • Low-skilled agents will be replaced by technology • High-skilled agents will focus on cross selling, troubleshooting, complaint handling and relationship & experience building

SHOULD WE USE CHATBOT? “Chatbot is an computer program designed to communicate with human through messaging application. ”

HOW CAN CHATBOT HELP? • Reduce cost • Instant response 24/7 • Can handle more customers at once • Easy to use UI (compare to IVR) • Release load from agents • Can show Image / Video • Can easily send/receive GPS location • Can handle multiple languages

IDEAS FOR CHATBOT • Info chatbot • Service information finder (by location) chatbot • Personal assistant • E-commerce chatbot • News service chat bot

MANAGING CONTACT CENTER AS YOU MOVE TO DIGITAL • One of the key drivers for moving to a multichannel strategy is the potential to provide better customer experience through omnichannel interaction • Understand your customer journey • Understand the potential cost savings of moving to a multichannel strategy • Invest in both assisted and unassisted channels controlled by the entity, divided by some measure of customer volume

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