1. Establish Credibility
1.1. Time to Value
1.1.1. 80% in Cloud, 22% WOrklloads
1.2. Employee Engagement
1.2.1. 18% improvement in Productivity
1.3. Data Driven
1.3.1. 46% of companies.....
2. What Calabrio can offer you
2.1. Improve Employee Experience
2.1.1. Situation
2.1.1.1. Everyone gets, employee experience is a positive and happy agents mean happy customers
2.1.2. Complication
2.1.2.1. Traditionally, CC ,market has been productivity Lead, focusing on performance metrics
2.1.3. Question
2.1.3.1. How do you balance meeting SLA's with empowering agents? How do you transtion from a metrics based management culture to an empowered Agents?
2.1.4. Answer
2.1.4.1. Define the unmovable parameters (SLA, compliance, NPS), then build in th threshold for Empowerments (For example - self scheduling) Make is easier for employees to follow best practices (for examples - auomated leave requests)
2.2. Become Data Driven
2.2.1. Situation
2.2.1.1. It is widely proven that being data driven enablers us to make better quicker decisions.
2.2.2. Complication
2.2.2.1. But when it come to teh CC, their are so many sources of data in different formats it can be hard to make sense of it all. Standard BI tools (like Tableau) dont understand teh context of our data.
2.2.3. Question
2.2.3.1. So how do you make sense of all your data so that you can make better informed decisions?
2.2.4. Answer
2.2.4.1. CXBI - Every role within your organization deserves a single dashboard with the relevant information regardless of its source
2.3. Impact of Time2Value
2.3.1. Situation
2.3.1.1. ROI is a crtyical metric used when making decsion on what and when to invest. You build a business case based on when you expect to see a return
2.3.2. Complication
2.3.2.1. But very often, project dont meet these ROI metrics for a number of different reason which are normally related to the complexity of the project
2.3.3. Question
2.3.3.1. SO how do you ensure that complexity does impact your ROI goals?
2.3.4. Answer
2.3.4.1. Focus on TTV. WHat is TTV? Calabrio deliveres Easy, SImple Smart