Modelli e tecnologie innovativi per la gestione delle Customer Operations Luca Lorenzon Key Account Manager Plantronics Italia.

Presentazione sul tema: "Modelli e tecnologie innovativi per la gestione delle Customer Operations Luca Lorenzon Key Account Manager Plantronics Italia."— Transcript della presentazione:

1 Modelli e tecnologie innovativi per la gestione delle Customer Operations
Luca Lorenzon Key Account Manager Plantronics Italia

2 …Plantronics Oggi. Plantronics - Pioneers… Plantronics - Pioneers…
Call Center Wireless Office Mobile Audio Entertainment from aircraft cockpit via the Moon to contact centre and office

3 Prodotti professionali per CC

4 SupraPlus The corded SupraPlusｨ headset family brings new standards in all-day comfort and reliability to telephone professionals. Enhanced receive-side audio quality, intelligent flexible boom and stylish design provide greater headset flexibility. SupraPlus offers monaural or binaural versions, voice tube or noise-canceling microphones. It is compatible with Plantronics amplifiers and USB-to-headset adapters.

5 La soluzione professionale per Call Center
Risposta in banda larga per un suono più naturale Speakers regolabili per un comfort prolungato Struttura robusta per un affidabilità eccezionale Disponibile in 4 versioni, monoaurale, biaurale, voice tube e noise cancelling

6 VistaPlus Protezione acustica Sound Guard Digital
Qualità acustica Call Clarity Rispetto Direttiva UE 2003/10/CE Moving on to adaptors, Vista Plus incorporates Plantronics most sophisticated audio management systems; SoundGuard Digital and Call Clarity Digital. SoundGuard offers anti-startle protection and daily personal noise exposure control, with extremely effectively protection from sudden loud sounds, without effecting normal voice quality. Call Clarity Digital optimises sound quality by keeping volume constant for varying input level and reducing phone line noise for the agent Both systems offer the benefit of clearer calls with selective frequency emphasis

7 New EU directive: 2003/10/EC lower upper limit value EU Directive
Protecting workers users from excessive noise and acoustic shock is also a key theme of current health and safety legislation. The most significant piece of legislation is EE Directive 2003/10/EC on noise at work. This requires all member states to bring forward new national legislation to regulate noise levels in the work place. The minimum action level is 85 decibels average - to be reduced to 80 decibels. The upper action level starts at 90 dB - that has to be reduced to a maximum of 85 decibels. And a new exposure limit has been set at 87 decibels. This is an absolute limit that must NEVER be reached - even at peak levels. National Legislation

8 SoundGuard Digital SoundGuard also allows daily noise exposure to be monitored and controlled in line with new legislation. SoundGuard provides much more responsive, staged protection- think of it like a ‘dimmer switch’ which is able to constantly monitor sound levels and make very fast adjustments to maintain the volume set by the user as well as protecting against sudden, loud sounds. It also boasts voice frequencies so that someone speaking quietly will be heard better than they would without SoundGuard. The analysis data gathered by the system can be used to reset global levels over the whole centre.

9 key challenges Affidabilità Produttività Razionalizzazione Costi
Staff retention

10 La cuffia non deve mai rappresentare un problema per i CC Manager
2 anni di garanzia, sostituzione con prodotto nuovo Terzo anno di garanzia integrativo Rottamazione cuffie vecchie Total cost of ownership

11 Wireless Contact Center
Tecnologia Dect Portata fino a 100 metri Fino a 9 ore di talking time Disponibile in versione monoauricolare voice tube e biauricolare con microfono a cancellazione di rumore

12 SupraPlus wireless SupraPlus Wireless opens up a wireless dimension to traditional telephony. The headset also offers unmatched comfort with its over-the-head, comfortable design and premium audio quality. Built in digitally-encrypted DECT 6.0 technology combines the clarity of traditional corded technology with the mobility of wireless, so conversations can continue up to 300 feet from a desk phone. It’s available with a noise-canceling microphone and binaural headphones that enhance clarity even further in noisy environments It can also be worn as a monaural style earpiece Supra Plus Wireless offers extended hands-free talk time up to 9 full hours The IntelliStand plugs into a DECT phone point, using an electronic hookswitch, allowing the user to roam - and answer incoming calls direct from the headset. There’s also a Quick Call capability that allows the user to call any preselected colleague from anywhere in the centre.

13 Tecnologia Dect Portata fino a 100 metri Fino a 9 ore di talking time Disponibile in versione monoauricolare e biauricolare con microfono a cancellazione di rumore

14 Best Practice Contact Center completamente Wireless
CC medio piccoli (max 100 APs) Personale altamente qualificato Esigenza di mobilità e lavoro in team Team Dedicati Key Accounts, clienti gold, ecc.. Assistenza tecnica con demo-room Affiancamento e training Training con Team Leaders e Supervisors wireless

15 Mick Cantwell TSS Operations Manager, Eircom
“I nostri operatori hanno più entusiasmo al telefono, il che ha avuto grande impatto sia sulle chiamate inbound che su quelle outbound. Tutti i nostri KPIs stanno migliorando sensibilmente.” Mick Cantwell TSS Operations Manager, Eircom

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