The UK Contact Centre Decision-Maker's Guide 2013 (11 th edition) Sponsored by CONTENTS CONTENTS ................................................................................................................................... 2 LIST OF TABLES ............................................................................................................................ 4 INTRODUCTION AND METHODOLOGY ........................................................................................ 10 HOW TO USE THE REPORT ........................................................................................................................ 10 SEGMENTATIONS ................................................................................................................................... 11 Vertical markets ............................................................................................................................. 11 Size band ........................................................................................................................................ 12 Contact centre type........................................................................................................................ 12 THE STRUCTURE OF THE DATASETS ............................................................................................................ 12 DISTRIBUTION AND USE OF THIS REPORT .................................................................................................... 13 IMPROVING QUALITY AND PERFORMANCE................................................................................. 14 INTERACTION RECORDING ....................................................................................................................... 15 INTERACTION ANALYTICS ......................................................................................................................... 21 DYNAMIC SCRIPTING AND THE UNIFIED DESKTOP ........................................................................................ 38 Dynamic Scripting .......................................................................................................................... 38 The Unified Desktop ....................................................................................................................... 44 CUSTOMER EXPERIENCE MEASUREMENT AND IMPROVEMENT ....................................................................... 51 MAXIMISING EFFICIENCY AND AGENT OPTIMISATION ................................................................ 66 CONTACT CENTRE PERFORMANCE .............................................................................................................. 67 Agent Activity ................................................................................................................................. 70 Performance Metrics ..................................................................................................................... 72 The Role of First-contact Resolution .............................................................................................. 74 ALTERNATIVE CONTACT CENTRE MODELS .................................................................................................. 79 Virtual Contact Centres .................................................................................................................. 80 Homeworking and Telecottages .................................................................................................... 85 The Enterprise as the Contact Centre ............................................................................................ 95 IP AND CONVERGENCE ............................................................................................................................. 97 INCREASING EFFICIENCY AND EFFECTIVENESS WITHIN THE CALL .................................................................... 104 Compliance and Security .............................................................................................................. 105 Voice Biometrics .......................................................................................................................... 109 CALL-BACK, ROUTING AND QUEUE MANAGEMENT .................................................................................... 116 MULTICHANNEL WORKFORCE MANAGEMENT ........................................................................................... 126 HEADSETS ........................................................................................................................................... 133 2 NEW MEDIA AND THE CUSTOMER OF THE FUTURE ................................................................... 141 MULTIMEDIA MANAGEMENT AND THE UNIVERSAL QUEUE ........................................................................... 146 Email Management ..................................................................................................................... 151 Multimedia Blending ................................................................................................................... 155 NICHE CHANNELS ................................................................................................................................. 158 SMS .............................................................................................................................................. 158 Web Chat and Web Collaboration ............................................................................................... 160 SELF-SERVICE ...................................................................................................................................... 164 Outbound Self-Service .................................................................................................................. 177 Video and IVVR ............................................................................................................................ 178 VIPAs - The Future of Self-Service? .............................................................................................. 180 SOCIAL MEDIA ..................................................................................................................................... 181 THE MOBILE CUSTOMER ....................................................................................................................... 191 INCREASING PROFITABILITY ..................................................................................................... 202 PROFITABILITY MAXIMISATION AND CRM ................................................................................................ 203 CLOUD-BASED CONTACT CENTRE SOLUTIONS ............................................................................................ 210 OUTBOUND AND CALL BLENDING ........................................................................................................... 226 HR MANAGEMENT ................................................................................................................... 237 Attrition ........................................................................................................................................ 238 Absence ........................................................................................................................................ 241 Recruitment ................................................................................................................................. 242 Salaries ......................................................................................................................................... 244 STRATEGIC DIRECTIONS ........................................................................................................... 246 Technology Usage and Plans ....................................................................................................... 248 Pressing Managerial Issues .......................................................................................................... 251 Industry Trends ............................................................................................................................ 253 The Contact Centre as a Strategic Asset ...................................................................................... 256 APPENDIX: ABOUT CONTACTBABEL .......................................................................................... 257 3 LIST OF TABLES FIGURE 1: VERTICAL MARKET DEFINITIONS ..................................................................................................... 11 FIGURE 2: CURRENT AND FUTURE USE OF INTERACTION RECORDING, BY VERTICAL MARKET .................................... 15 FIGURE 3: CURRENT AND FUTURE USE OF INTERACTION RECORDING, BY CONTACT CENTRE SIZE ............................... 16 FIGURE 4: USE OF SCREEN RECORDING, BY CONTACT CENTRE SIZE ...................................................................... 17 FIGURE 5: EFFECTIVENESS OF CALL RECORDING FOR SPECIFIC TASKS ................................................................... 20 FIGURE 6: CURRENT AND FUTURE USE OF INTERACTION ANALYTICS, BY VERTICAL MARKET ...................................... 22 FIGURE 7: CURRENT AND FUTURE USE OF INTERACTION ANALYTICS, BY CONTACT CENTRE SIZE ................................ 23 FIGURE 8: EFFECTIVENESS OF ANALYTICS FOR COMPLIANCE .............................................................................. 24 FIGURE 9: EFFECTIVENESS