Nice service to sales sales deck final
Transcript of Nice service to sales sales deck final
NICE SERVICE TO SALES
August, 2013
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Managing any Business is a Complex Operation
The ultimate goal is to grow business
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Increased Revenues from Inbound Interactions
Realize the revenue
potential of
interactions you
already have today
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Challenges along the Way
C USTOMER
“Stop calling and spamming
me”
“Try me again
tomorrow, this is not
a good time”
Sale
Customer
Problem
“But I just told you that
I’m moving, weren’t you
listening?!”
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Challenges along the Way
M ARKETING Marketing
Challenges
Bigger
Wallet
Share
Hard to run consistent
and effective cross-
channel campaigns
Don’t own the contact
center channel, have little
influence on it
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Challenges along the Way
A GENT
Service
Sale
“I don’t know
what to offer”
“I don’t know
how to sell”
“How much talk-
time should I
spend selling? I
need to meet my
AHT goals”
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Service-to-Sales: Fast Track to Increased Sales
1 2
Transition
Select an Offer
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Make an Offer
Fulfill the Order
4 Sale
Guided Dialog
Next Best Offer
Guided Selling
Order Automation
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Service-to-Sales: Fast Track to Increased Sales
Sale
Transition Guided Dialog
Select an Offer Next Best Offer
Make an Offer Guided Selling
Fulfill the Order Order Automation
1 2
3
4
Agent
Motivation Gamification
Demo or Link to Video
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A Big Sales Opportunity in Inbound Interactions
in generated leads / agent / year ~$12K Insurance Provider
in annual incremental revenue 9M Insurance Provider
in conversion rate 24% UPC
Insurance Provider in annual incremental revenue 11%
Atento in conversion rate 150%
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Revealing Context for a Smooth Transition
• Context-aware Real-Time
Customer-Agent Guided
Dialog
• Customer answers are unique
inputs for Next Best Offer
recalculation
WHAT
• Dynamic selection of questions
• Real-Time Guidance:
• Pre-defined conversations
HOW
• Offline Interaction Analytics
driven
“May I ask if you’re renting
or buying your new house?”
“The house is mine”
“Congratulations! We have
great offers for homeowner
insurances…”
INSURANCE
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Better Inputs Make Better Decisions
• Contextual Real-Time Next-
Best-Offer recommendation,
based on: • Customer intent
WHAT
• Agent profile
• Interaction context
• Unique Inputs:
• Real-Time Speech Analytics
HOW
• Desktop monitoring
• Guided dialog
• Offline analytics
• Hybrid Real-Time Decisioning:
• Real-time scoring
• Real-time segmentation
• Business rules
Real-Time
Speech Analytics
Desktop
Monitoring
Guided
Dialog
Agent
Profile
Interaction
Analytics
Campaign
Management,
Predictive Models
R EAL T IME S ALES E NGINE
Real-time
Next Best Offer
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Scale-up Agent Selling Performance
• Active knowledge-push
Real-Time Guidance:
• Contextual key selling points
& rebuttal arguments
HOW
• Interaction Analytics-driven
• Context-aware Personalized
Guided Selling:
WHAT
• Skill-based
• Analytics driven
• Dynamic
Offline Interaction Analytics best practices
TELCO
Pulled from Knowledge Management
Offer fulfillment
Defined by marketing
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Optimized Order Process
WHAT
• Order process automation
• Free up time to sell
• Reduce errors
HOW
• Front-end integration
technology
Order fulfillment
Emails
Billing
CRM
INSURANCE
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Increasing Motivation with Gamification
M OTIVATION
We all desire status and
acknowledgement
A CTIONS
Agents are encouraged
to turn service into sales
interactions
R EWARDS
Agents gain points
according to pre-defined
KPIs
A CHIEVEMENTS
Badges, trophies,
leaderboard, which
increase motivation
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On-going Sales Effectiveness Monitoring
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Sales Conversion Rate Successful sales / Attempts
Missed Opportunities Measure cases where agents should
have made an offer but did not
Attempted Sales Total attempts
Failed attempts
Objection Handling Measure how your agents handle
customer objections to specific
offers / products
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Analytics-driven Scripting
1 Compare Practices of
High Performing vs. Low
Performing Agents
2 Identify terms and
sentences used in best-
selling offers
3 Implement successful
Sales tactic scripts into
Guided Selling callouts
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Tying Insights Back to Performance Management
1 Categorize sales opportunities
and success rates 2 Identify which agents make the
most offers
4 Coach agents on sales best
practices to drive improvement 3 Compare practices of high
performing vs. low performing
agents
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ASE
TUDIES
C
S
RESULTS
SOLUTION
Case Studies: Telco
One of the largest BPOs in the world
Increased $4700 per seat / year
BACKGROUND
NICE S2S gives a detailed account view including usage in excess of package limits
S2S detects cross-sell opportunities and calculates the NBO in RT
The subscriber inquires about the latest monthly bill
?
Lowered the AHT from 12.5 to 5.7 min
BACKGROUND
RESULTS
SOLUTION
Case Studies: Telco
European triple-play Telco provider
Buyer: Corporate Marketing
Ecosystem:
Guided
Dialog RT scoring & decisioning,
calculating NBO
Order
Automation
improvement in conversion rate 24% ROI in 6 months
RESULTS
Case Studies: Insurance
Decrease in AHT
Increase in auto policies sold during RTI pilot
Increase in generated cross sell leads
Increase in multi-product policies
5% 11% 50% 3%
Source: Presented by the customer at NICE annual users conference
BACKGROUND
A major US insurance company
SOLUTION
NICE S2S gets customer info
S2S detects cross-sell opportunities and calculates the NBO in RT
Guide the agent through the interaction
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The Value Proposition
Generate
additional
revenues
Leverage your assets:
increase business from
inbound Service interactions
Drive behavior and align
performance to business
objectives
Consistent and effective
inbound campaigns
across all channels
Align Marketing
and Contact
Center
Improve
agent
performance
Improve
customer
satisfaction
C ontact
C enter
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NICE, because…
Q uick
T ime
V alue
to
H uman
F actor
E xpertise
D etect
C ontext
I ntent
and
E xpertise
Over 25 years of
experience in
Contact Center
interactions
Maximize revenue
through:
driving
behavior
change
Providing
personalized
sales guidance
Out of the box solutions
Easy integration
Unique technology to
capture the context of
Customer interactions
in Real Time
Provide the Next Best
Action
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M AKE
E VERY
I NTERACTION
C OUNT
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T HANK
Y OU
ADDITIONAL SLIDES
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Web-based Business User interface for Marketers and Analysts:
Offer management
Build and maintain business logic
Built-in logic and content
Design and Control – Sales Designer Application
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GAMIFICATION
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Why Should You Care?
Sources: Customer Contact Council, 2011, Aberdeen Nov 2012
PROBLEM
• Disengaged employees cost the average
1,000 agent contact center more than
$2,000,000 every year
• The percentage of “highly disengaged”
employees has increased from 8% to 21% in
a three year period
SOLUTION
Gamification drives engagement and makes
work more interesting and productive for
employees
RESULTS
Companies deploying gamification techniques
grow annual revenue and average deal size
twice faster in comparison with non-users
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Gamification in a Sales Environment
Gamification provides the ideal setting
for healthy competition and internal
recognition for positive performance
There is a direct correlation between
use of gamification and positive sales
results
Source: Abardeen Group, Nov 2012
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Gamification in the Contact Center
“There is a clear fit for gamification in the contact center,
where agent attrition rates are high, agents are
unmotivated by repetitive tasks and new hires need to get
up and running quickly. […] Gamification will be a growth
market among contact centers.” [“OVUM, March 2013]
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BANKING SLIDES
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Revealing Context for a Smooth Transition
• Context-aware Real-Time
Customer-Agent Guided
Dialog
• Customer answers are unique
inputs for Next Best Offer
recalculation
WHAT
• Dynamic selection of questions
• Real-Time Guidance:
• Pre-defined conversations
HOW
• Offline Interaction Analytics-
driven
“May I ask the reason for
the change?
“I’m starting college”
“Congratulations! We have
great offers for student
loans…”
BANKING
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Scale-up Agent Selling Performance
• Active knowledge-push
Real-Time Guidance:
• Contextual key selling points
& rebuttal arguments
HOW
• Interaction Analytics-driven
• Context-aware Personalized
Guided Selling:
WHAT
• Skill-based
• Analytics driven
• Dynamic
BANKING
Offline Interaction Analytics best practices
Defined by marketing
Pulled from Knowledge Management
Offer fulfillment
36
Optimized Order Process
WHAT
• Order process automation
• Free up time to sell
• Reduce errors
HOW
• Front-end integration
technology
Order fulfillment
Emails
Billing
CRM
BANKING
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INSURANCE SLIDES
38
Revealing Context for a Smooth Transition
• Context-aware Real-Time
Customer-Agent Guided
Dialog
• Customer answers are unique
inputs for Next-Best-Offer
recalculation
WHAT
• Dynamic selection of questions
• Real-Time Guidance:
• Pre-defined conversations
HOW
• Offline Interaction Analytics
driven
“May I ask if you’re renting
or buying your new house?”
“The house is mine”
“Congratulations! We have
great offers for homeowner
insurances…”
INSURANCE
39
Scale-up Agent Selling Performance
• Active knowledge-push
Real-Time Guidance:
• Contextual key selling points
& rebuttal arguments
HOW
• Interaction Analytics driven
• Context-aware Personalized
Guided Selling:
WHAT
• Skill-based
• Analytics driven
• Dynamic
INSURANCE
Offline Interaction Analytics best practices
Defined by marketing
Pulled from Knowledge Management
Offer fulfillment
40
Optimized Order Process
WHAT
• Order process automation
• Free up time to sell
• Reduce errors
HOW
• Front-end integration
technology
Order fulfillment
Emails
Billing
CRM
INSURANCE
41
TELCO SLIDES
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Revealing Context for a Smooth Transition
• Context-aware Real-Time
Customer-Agent Guided
Dialog
• Customer answers are unique
inputs for Next-Best-Offer
recalculation
WHAT
• Dynamic selection of questions
• Real-Time Guidance:
• Pre-defined conversations
HOW
• Off-line Interaction Analytics
driven
“May I ask what is the
reason for the change?
“Starting college”
“Congratulations! We have
great offers for long
distance call to any family
member…”
TELCO
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Scale-up Agent Selling Performance
• Active knowledge-push
Real-Time Guidance:
• Contextual key selling points
& rebuttal arguments
HOW
• Interaction Analytics-driven
• Context-aware personalized
Guided Selling:
WHAT
• Skill-based
• Analytics-driven
• Dynamic
Offline Interaction Analytics best practices
TELCO
Pulled from Knowledge Management
Offer fulfillment
Defined by marketing
44
Optimized Order Process
WHAT
• Order process automation
• Free up time to sell
• Reduce errors
HOW
• Front-end integration
technology
Order fulfillment
Emails
Billing
CRM
TELCO