《ers培训内容n》ppt课件

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1、中国工商银行多媒体联系中心解决方案培训EnterpriseRoutingSolution闵承忠AdamMin企业咨询服务顾问/eSOON中国区e-mail:adam.min@esoon.comIt’sSimpleinPrincipleWhatwouldyouaskifyouwereCEO?Whoareyou?Whatdoyouwant?WhatELSEdoyouwant?Whoisavailable?Whatelseisgoingon?Ofcourse,thedetailsaremoreinteresting…CustomersAge

2、ntsCenterSupervisorsBusinessManagersDissatisfiedCustomersNocorporatememoryaboutthemWaittimetoolongManytransfersInconsistentserviceacrossmediaLostBusinessRoutingFrustratedAgentsUnevenworkloadLackcustomerinfoWrongtypeofcallsforskillsLowerProductivityHighAgentTurn-overHowt

3、oOptimizeResources?NowaytodifferentiatecallersLackreal-timeenterpriseviewManualchangestooslowOnlytelephonydataavailableImproveServicewithLessResourceHowtoImproveBusiness?CustomerretentionTotalcostofoperationRevenueincreasePreparationforthefutureInvestforStrategicGrowthH

4、owtooptimizeresource?Whatwillimprovemyjobsatisfaction?Dotheyvaluemybusiness?Howtoimpactthebottom-line?Atanylevel,enterprise-widefromthenetworkorpremiseMulti-mediaIntegratedwithFrameworkPackagedintotwosolutionsNetworkRoutingSolutionEnterpriseRoutingSolutionUniversalRouti

5、ngCapabilityMaximizeopportunitybetweentheclientandthecustomerbyplacingtherightcustomerwiththerightagent/resource.EfficientServiceCustomerOrientedCross-sell/Up-sellopportunitiesBalanceloadbetweenagents,groupsand/orlocationsCustomerBenefits:“Getitrightthefirsttime”Benefit

6、sMarket-drivenenhancementsEnsurespecifiedservicelevelagreement(SLA)metricsareachievedReal-timefeedbacktodetermineifbusinessobjectivesarebeingmetGreaterbusinessagilityenabledbyshorterrolloutofstrategychangesNew,intuitiveGUIenablesrapidroutingstrategydevelopmentandchanges

7、UniversalRoutingServerMediaIndependentFlexibleRoutingStrategiesCustomerSegmentationDemographics,RevenueHistory,AccountData…DataDirectedRoutingBusiness-drivenRulesUsingDatafromDatabases,EnterpriseSoftware,IVR,StatisticalInformation…DynamicAgentTrackingasaVirtualGroupabil

8、itytoqueuetoadditionalgroupsastimeelapsesGenesysEnterpriseT-ServerInteractionRouterUniversalQueuetakesrouting