Call centers spend over 60% of their budget on people and personnel-related costs. With enterprise 2.0, you can now boost your human capital, reduce costs, streamline operational efficiency and above all, provide quality customer service.

1. empower your contact center with
ENTERPRISE 2.0
jeroen.derynck@thinkingape.be - www.thinkingape.be

2. ew s
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nt ly
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3. CIO.com and http://goliath.ecnext.com/coms2/gi_0199-7057078/Online-social-networks-virtual-communities.html

4. A wiki is a collection of Web pages designed to
enable anyone with access to contribute or modify
content, using a simplified markup language.
Wikis are often used to create collaborative
websites and to power community websites. The
collaborative encyclopedia Wikipedia is one of the
best-known wikis. Wikis are used in business to
provide intranet and knowledge management
systems. Ward Cunningham, the developer of the
first wiki software, WikiWikiWeb, originally
described it as "the simplest online database that
could possibly work (www.wikipedia.org)

5. "Wiki" (/wiːkiː/) is a Hawaiian word for "fast".
"Wiki" can be expanded as "What I Know Is," ...
ww.wikipedia.org

6. Web 2.0 and
Wikinomics

8. Web 2.0 is a revolution
in the computer
industry... an evolution
of the web as a platform
Tim O Reilly

9. The web as a platform

10. Global snapshot: Wave 3
Reach
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following have you ever done?” Active Internet Users
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Reach over time
“Thinking about using the Internet, which of the following have you ever done?” Active Internet Users
90% Read blogs/weblogs
80% Start my own blog/weblog
Leave a comment on a news site
70%
Watch video clips online
60% Download a podcast (pre-recorded radio/
50% audio show)
Create a profile on a social network
40%
Subscribe to an RSS feed
30%
20%
10%
0%
Wave 1 Sep 06 Wave 2 Jun 07 Wave 3 Mar 08
Power to the people - Social Media Tracker Wave 3
2413 - Wave 3 complete document AW 3.indd 12 14/4/08 16:25:53
User Generated Content

11. Instant Messaging - Voice Over IP - Peer to Peer Web
conferencing Media sharing Federated Search
WIKIS Portals RSS (micro)blogs Social
Networking User Generated Content
communities Discussion forums Social Bookmarking
MASH UP Link hierarchies collaborative tagging
From push to pull

12. "A powerful global conversation
has begun. Through the Internet, people are
discovering and inventing new ways to
share relevant knowledge with
blinding speed. As a direct result, markets are
getting smarter and getting smarter faster
than most companies." (2001)

13. The new customer
2 billion # of daily searches
> 2,7 million # of articles
> 450 years time to view all content on
>1 million posts per day
> 346 million people globally blogs
> 200 million users
14 million accounts (since 06)

14. The information age

15. The conversation starts here

17. Everybody is an author

18. Wisdom of the crowds

19. Sharing content

20. convergence

21. the new customer
=
the new EMPLOYEE

22. Always connected Generation Y
friends and peers
Don t like authority
Easily bored
Work/Life balance
Expressive
digitally creative
Multi-tasking

23. Employee Value proposition Mentoring Work/Life
balance Fun environment Growth Effective communications
climate Green Social
image Corporate responsibility
Opportunities creative salary Casual dressing
Location
Learning TRUST EXPECTATIONS respect
Collaboration

24. The emerging communications
paradigm

25. Impact of WEB 2.0
on customer service
Growing need for web self-service
New & emergent (social) media
Cross-channel consistency
Multiple touch points

26. How 2.0 is your
contact center?

27. CRM 2.0
CRM 2.0 is a philosophy & a business strategy, supported
by a technology platform, business rules, processes and
social characteristics, designed to engage the customer in a
collaborative conversation in order to provide mutually
beneficial value in a trusted & transparent business
environment. It s the company s response to the customer s
ownership of the conversation. CRM 2.0 is built around
business models, strategies for interaction and
engagement, where CRM 1.0 was around transactions and
management.
http://crm20.pbwiki.com/

28. The virtual coffee corner

29. old habits

30. don t die in the digital age

31. Technology in the call center
Customer-facing technologies:
Computer Telephony integration
Work Force Management
Skills based routing
IVR
Call recording & monitoring
Web Self-service
Scripting
Customer Relationship Management

32. but when the going gets tough...

33. Typical customer complaints
Waiting time
Quality of service
First call resolution
Staff attitude
Staff competencies/capabilities
Lack of personalized approach

34. challenges in the industry
Consolidation
Outsourcing
From cost center to profit center (ROI)
Convergence of front and back office
Image problem (internal and external)
Shortage of skilled workers
High people turn over*
Changing workplace demographics
Customer Retention
*(between 25% and 50% - 10 to 20% in first year)

35. It is not the strongest species that
survive, nor the most intelligent, but
the ones most responsive to
change.
(Charles Darwin, nineteenth century naturalist)

37. Strategic priorities 2009 :
Technology investments that increase customer Cost reduction
retention and protect revenue or help reduce
operational costs will move to the forefront Customer retention
(AMR customer management Market Outlook 2009)
Improve business intelligence
Acquire new customers
(CRM in the contact Center, Datamonitor September 2008)
In 2009, the spotlight will remain on customer experience. Our
analysis shows that good customer experience is highly
correlated to customer loyalty, but customer-facing touchpoints at
many organizations are clearly broken.
(Forrester Research, Trends 2009: Customer Relationship 2009)
Globalization, rapid market change, a changing workforce, and
regulations have turned the desire for more agile and usable
applications into the business imperative
(Forrester Research, Trends 2009: Customer Relationship 2009)

38. Empower your
call center with
Enterprise 2.0

39. More than 60% of
your total call
center budget is
spent on people

40. How can you
Your human capital?

42. could this be your ?
Reduce costs
Improve business intelligence
Retain customers

43. Enterprise 2.0 is the use of
emergent social software
platforms within companies,
or between companies and
Andrew McAfee their partners or customers

44. The Social Web
- From push to pull (RSS)
- Authoring
- From email to IM
- Co-creation
- Media Sharing
- Tagging/Social bookmarking
- Social Networking

45. - Micro-blogging
- Widgets
- Mash UP
- Aggregation
- ratings
- Recommendation & linking

46. WEB 1.0 WEB 2.0
read read/write
companies communities
HTML XML
homepage blogs
taxonomy folksonomy
own information share information
portals Really Simple Syndication
domain names search engine optimization
publishing participation
CMS wikis
B2C peer to peer

48. Why now?
Economic climate
Consumerization of software
Maturing vendor & technology landscape
Dawn of the Information Workplace

49. E 2.0
Building presence
blocks sharing relationships
identity
conversations reputation
groups

50. find expert knowledge
with rich user profiles

51. New communication
channels
Blogs
Micro-blogs
IM
Forums

52. Sharing information
& knowledge
Wikis
Social bookmarking
Multimedia (pod/vodcast)

53. Who knows who
Social network
Shared interests
Network effect

54. Building communities
across departmental silos
Communities
Built organically

55. From silos
to communities
Human resources
Information Technology
Internal communications
Strategy
R&D Transversal
Sales & Marketing
Customer Service
Manufacturing

56. What are you doing?
Signals
Publications
Activities
Contributions

57. New metrics

58. E2.0 facilitates interaction & conversation
Documentation (products & services)
Projects
Team zone (communities)
Campaigns
Crisis management
FAQs
eLearning (social learning)
Internal news & HR updates
Knowledge bases

59. E2.0 has to be embedded
into your core processes
Economies of scale
People first, data later
Context of the process
Social productivity

60. Enterprise 2.0 = enabler
Knowledge management ➜ knowledge drain & employee turnover
(Interdepartmental) collaboration ➜ convergence of front & back office
Employee engagement ➜ Customer experience
Employee-centric company culture ➜ ROI of your human capital
Technology leverage ➜ IT-enabled innovation
Virtual organization ➜ Growing outsourcing & virtualization in the industry
Cost reductions ➜ Information search & training
Risk mitigation ➜ Quality of information (Data redundancy)

61. Social software suites
include:
User profiles and resume
People's network
People's directory
Group directory
Groups
Conversation
Participate everywhere
Group's Animation
Flow management
Find content and people
Facts and figures

64. Benefits Risks
Reduce cost of email traffic & data redundancy
Provide alternatives for on-site meetings (travel costs)
Decrease training & internal recruitment costs
Improving communication and collaboration
Enable virtual enterprise & distributed teams
Increase speed of information
Reduce time searching for information
Quickly locate expert (knowledge)
Integrate partner/supplier networks
Manage knowledge drain
Improve quality of information
Prepare for changing demographics in the organization

65. Success stories

66. Enterprise 1.0 attitudes
don t work well with 2.0
Blissful ignorance versus compliance
Management & corporate culture
Focus on direct pay-back (ROI)
Technology-centered approach
Flavor of the month
Lack of incentives

67. Training & education
Web/Enterprise 2.0 strategy
Professional services
Change & HR Management
Managed insourcing
Social Media consultancy
Software solutions
Speaker assignments
Performance Management
www.thinkingape.be
Workforce Management
jeroen.derynck@thinkingape.be Monitoring
eLearing
tel: +32 476 96 17 49
www.teletrain.be