Donna Fluss is the founder and President of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology services for Global 2000 and emerging companies. Ms. Fluss is a recognized thought leader and innovator in CRM, contact center and real-time analytics. For over 25 years, she has helped end users build world-class differentiated contact centers.

Thriving in 2010

Congratulations. You’ve survived 2009, the most challenging year for business since the Great Depression. DMG expects 2010 to be a better year, and the economic indicators show that the recession has bottomed out, but we don’t expect significant improvement for contact centers until Q4 2010. This is because, unfortunately, most contact centers are still cost centers and therefore less likely to benefit from quick budget relief and incremental investment dollars. The profit centers will come first, as they should.

The continuing challenges in 2010 will present contact center managers with opportunities to offer assistance beyond their departmental borders to sales, marketing and other operating areas. (Contact centers are positioned to help these groups with deep insights into customer needs, wants and issues.) The need to achieve corporate revenue, retention and cost savings goals will open doors. Contact center managers should find out what their corporation’s top five goals are for 2010 and create a business plan for their department that will help achieve those objectives. Contact center managers should reach out to their peers in sales, marketing and other operating groups and ask what they can do to assist them in achieving their goals. This will add new responsibilities to their already heavy work load, but with these responsibilities will come respect. Helping achieve company-wide objectives is a good way to establish a reputation as a team player.

While exact goals and priorities may vary among organizations, here are the top activities for contact center managers to concentrate on during 2010:

1. Generate revenue – ask the sales department to help establish sales goals for your organization. It’s important to be able to measure the contact center’s revenue contributions.
2. Retain customers – ask marketing for customer retention goals, along with the go-ahead to save customers at point of contact. Customer win-back programs are helpful, but it’s better and less costly to save customers before they cancel their accounts. Be sure to use measurable key performance indicators, so that you can take credit for your hard work.
3. Reduce operating costs – enhance your self-service solutions; ask agents and other operating groups about which tasks to automate. Reducing agent average handle time while improving service quality is important; it’s even better to proactively reduce low-value transaction volume.
4. Optimize your current operating environment – take a critical look at everything you do in the contact center (whether you have 25 or 20,000 agents) – all processes, systems, training, hiring practices, compensation, etc. – and identify opportunities for improvement. You are likely to find ways to reduce operating expenses by 10% to 20%. The goal of this initiative is to reduce your work load, not do more with less.
5. Identify new analytical applications that will support enterprise needs and pay for themselves in less than 6 months – start with speech analytics and desktop analytics, as they have a track record of making quantifiable contributions.

In addition to these efforts to improve efficiency and effectiveness, it’s time to fix some long-standing challenges. The contact center will never be on equal footing with its peers in sales and marketing as long as it remains a cost center. Strive to generate enough revenue to at least cover operating costs (whether $250,000 or $25 million). Work with senior management to convert to a profit center.

If your company does not have a corporate voice of the customer (VOC) program, work with marketing to establish one. If there is no customer analytics team, or even an individual dedicated to this function, get the budget (which will be easier if teamed up with marketing) and assign someone. If the contact center is still predominantly handling calls and emails and is not responding to SMS messages and social media, it’s time to enter the 21st century, or risk losing customers to competitors that are easier to do business with.

2010 is going to be another tough year for enterprises, but if you plan well and take some risks, you can come out of the year well ahead of where you started. If you’re not sure how to make this happen for your contact center, contact me at 973-325-2954 or donna.fluss@dmgconsult.com. I will be happy to help you think it through.

Free Online Webcast

The Critical Role of Voice Self Service in Achieving 2010 Goals – A DMG Benchmark Study

Thursday, January 28, 2010, 1:00 pm ET

Voice self service has long been essential for the success of contact centers, but according to a recent DMG benchmark study conducted with more than 100 enterprises worldwide, senior management increasingly views these applications as critical for helping to improve customer service and cut operational expenses.

Join Donna Fluss, president of DMG Consulting, Aspect and Tellme on this webcast to:

• Hear what more than 100 companies indicate are their top enterprise, contact center and IT goals for 2010 and the role of voice self service.
• Learn the top inbound and outbound uses for voice self service, automation rates, how satisfied companies are with their reporting, and how often companies tune their systems.
• Discover why 67 percent of survey participants are considering SaaS-based, or on-demand, voice self service offerings.
• Hear case studies of companies that are successfully using on-demand voice self service to raise customer satisfaction and lower costs.

All attendees will receive a copy of the DMG report “IVR to the Rescue: A Benchmark Study of 2010 Enterprise, Contact Center and IT Priorities and the Critical Role of IVRs in Achieving These Goals.”

Register Now

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Contact Center Unified Communications Market, Vendor and Product Guide

2009-2010 Speech Analytics Market Report

The speech analytics market outperformed the great majority of contact center and IT segments during 2008, and stellar results are expected again in 2009. DMG predicts that within the next 5 to 7 years, at least 25% to 30% of all contact center seats will have speech analytics. The 2009–2010 Speech Analytics Market Report reviews the products, technology, capabilities, speech engines, accuracy rates, service delivery models, professional services, training, pricing, market share, future development plans, and more. The Report provides end users with the critical information they need to make the right investment decisions and best practices for a successful implementation.Learn More.

Question:

Is there a tool/spreadsheet that you would recommend for calculating staffing given different metrics? I am sure there are many, but thought I would check with you as to one that is convenient and reliable.

Answer:

This is actually a complicated question. The answer is that you need a workforce management solution. The "catch" is that the underlying math used in these solutions varies based on the types of staff you are trying to "optimize." For example, if you're optimizing for call center/phone agents, the fundamental math will be erlang. If you're optimizing for branch/back-office staff, different algorithms are required. Read More

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