Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods.
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Powering & managing Internal & external collaboration 1 Copyright 2009 High- Yield Methods
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Transcript of Powering & managing Internal & external collaboration 1 Copyright 2009 High-Yield Methods.
Powering & managingInternal & external
collaboration
1Copyright 2009 High-Yield Methods
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Non-integrated channels
Many message locations
Leaving messages, not finding people
E-mail back-up No skills-based routing
(except contact center) Multiple networks High IT $$
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Limited systemic message management Insufficient trackingFew escalationsLimited notificationNo measurement
Limited problem resolutionDefects “disappear”
(become the norm)Reversion to accustomed
ways
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20+% time wasted Decreased
customer satisfaction
Customer turnover Diminished supplier
relationships Internal friction Employee turnover
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Software
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(black positive; red negative) UM UC EC
Consolidate messages in digital format
Consolidated notification/pick-up Requires telephony hardware Single number access Intelligent routing Availability (presence) Application data integration Proactive task management Workflow management Process improvement opportunities
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UM UC ECM
Cost $$ $$$ $
Implementation difficulty
Moderate
High Low
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Explore EC with HYM
Dick LeePrincipalHigh-Yield [email protected]+01-651-483-2067www.h-ym.com
