Some Contact Center PointsSome Contact Center Points
One of the things that always gets me psyched for going to VoiceCon is the process of reviewing the presentations. You see intriguing things, condensed to Powerpoint-ese, so you get just enough of an idea of what they're going to say, so you tell yourself, "I gotta hear what this guy (or woman) says...." Today's case in point is a presentation we got from Ray Carsey, who's VP of technology at Mountain America Credit Union, a financial institution in the Southwest.
February 11, 2008
One of the things that always gets me psyched for going to VoiceCon is the process of reviewing the presentations. You see intriguing things, condensed to Powerpoint-ese, so you get just enough of an idea of what they're going to say, so you tell yourself, "I gotta hear what this guy (or woman) says...." Today's case in point is a presentation we got from Ray Carsey, who's VP of technology at Mountain America Credit Union, a financial institution in the Southwest.
One of the things that always gets me psyched for going to VoiceCon is the process of reviewing the presentations. You see intriguing things, condensed to Powerpoint-ese, so you get just enough of an idea of what they're going to say, so you tell yourself, "I gotta hear what this guy (or woman) says...."
Today's case in point is a presentation we got from Ray Carsey, who's VP of technology at Mountain America Credit Union, a financial institution in the Southwest.Ray is speaking on one of our Vertical Market Focus panels--besides Financial, we've got sessions for Health Care, Higher Education, Manufacturing and Government. A big chunk of Ray Carsey's presentation is devoted to how his company is using video, and here's one of his list of bullet points, under "Businesses drivers for deploying video conferencing solution":
Ability to interview new employee candidates remotely
Meetings with networking partner
Senior management working from home
Connect with business account specialists
Work aid for branch managers
Training for branch employees
So those look like interesting topics, but the thing that really caught my eye was this juxtaposition, a few slides later:
Technology such as Online Banking was thought to significantly decrease call volumes
Call Volumes continue to increase and the type of member contacts are evolving
Self-explanatory and yet just the beginning of a new kind of conversation.
And here's a bullet point with a simple thing that probably not every financial institution does:
Help level peak time call volumes by playing members saving/checking balance while waiting in queue
And one other interesting point. When we first started hearing about "Multi-Channel Contact Centers," i.e., centers that used telephony plus other media like email and video, there was an assumption that this was going to be a major upheaval for the agents. That may have been the case, but Ray Carsey's slides note that, at Mountain America, "Increased Agent Satisfaction through training opportunities result[ed] in lower turnover for the Call Center."
Again, this is sort of cherry-picking Mr. Carsey's presentation, but it's got a lot of good stuff in it, and I'm hoping I can make it to the session to hear him.
And one other interesting point. When we first started hearing about "Multi-Channel Contact Centers," i.e., centers that used telephony plus other media like email and video, there was an assumption that this was going to be a major upheaval for the agents. That may have been the case, but Ray Carsey's slides note that, at Mountain America, "Increased Agent Satisfaction through training opportunities result[ed] in lower turnover for the Call Center."
Again, this is sort of cherry-picking Mr. Carsey's presentation, but it's got a lot of good stuff in it, and I'm hoping I can make it to the session to hear him.
