北电带您走进客户体验2.0.pdfVIP

北电带您走进客户体验2.0 胡锦锋 顾问工程师 中国北方区企业网市场部 2009/4/ 14 2 Nortel Conf idential Information From a technology perspective, the contact center is dead already. The contact center as we know it (that is, agents centralized in a building and tied to Agent turrets) evolved from technology and management process limitations.” The enterprise itself will be the new contact center” Key Issues for Enterprise Contact Centers, 2007 Gartner 3 Nortel Conf idential Information A customer experience is the sum total of all conscious interactions a customer has with a supplier” During the past five years, a new role has emerged--the vice president (VP) of customer experience. More than 100 of the Fortune 500 now have a VP” Key Issues for Customer Experience Management, 2009 Gartner 4 Nortel Conf idential Information 什么是客户体验2.0? KPI !＝客户体验指数 客户体验1.0的关注: •平均等待时间 •平均转接次数 •平均处理时长 •呼叫丢弃率 • 客户体验2.0需要从市场、广告、 销售、服务的角度去评估: •基于SOA的敏捷应用集成 •全方位的自助服务 •不断改进的一次呼叫解决率 •统一的终端体验 5 Nortel Conf idential Information 联络中心将成为商业应用中心 CRM ERP SCM Back-Office CTI CTI 今天 明天 CRM ERP