CFO Webinar 2020 December

-Summary-

Contact center cost optimization

Joseph Philbrook, Associate Director of Deloitte Tohmatsu Consulting LLC described the overview of the Contact center cost optimization including the purpose of a contact center,  Contact Center Typical Cost Structure and Importance of Strategy. 

The key point is;

• Contact centers deliver value to achieve Incremental Sales.
• Optimization delivers the most value from a set of inputs and is the outcome of good investment decisions.
• Frontline labour dominates the Contact Center cost landscape, and increases as percentage of total as Contact Centers scale.
• Strong link exists between Contact Center Key Metrics and Average Cost per Contact.
• Knowing what your Contact Center can do (should do) is the starting point for investment decisions. (see figure below)

Advanced IT Solution

Shuhei Takahashi, Senior Manager of Deloitte Tohmatsu Consulting LLC explained IT Solutions such as FAQ/Knowledge, Voicebot, and Text Mining to achieve productivity improvement. 

1. FAQ/Knowledge: "D-Facets" enables users to reach necessary FAQ/knowledge easily with natural language voice search
2. Voicebot: Virtual Agent by AWS can handle standard calls from customers 
   
3. Text Mining: Real-time conversation text by "VextResume" can reduce “After-Call-Work” 

For more details, please download and look into the session material.