Customers Have Changed The Way They InteractHas Your Contact Centre?Customers now communicate across multiple emerging channels and devices. This isn’t a vision of the future – it’s happening right now. The research shows that customers have and are in love with the technology.

Customers Have The TechnologyCustomers love their Smartphones, their Tablets and their Smart TV’s. They are always connected,

whether at work, on the move or even at home watching TV. They expect to interact with your Contact Centre whenever and by whichever means is convenient for them.

They ExpectYou To TakeThe TechnologySeriously…

Customers treat these channels as the new norm and they expect you to deliver the same level of responsiveness as you do over the telephone.

Customers have reacted very positively to some of the innovative new channels launched in 2013.

They Use The Technology To Interact & TransactCustomers do not just have the technology, they have embraced it, transforming the way they find information, interact and transact.

Ensuring Your Contact Centre Is ReadyFor Today’s Customers

www.cisco.co.uk/contactcentresolutions

Simplified Agile Connected

At Cisco we believe three characteristics need to come together to enable differentiated customer service. Contact centre processes and technology should be:

Providing customers with the flexibility to use their preferred method of interaction at that particular moment in time.

Providing customers with a consistent experience and fully connected journey across all interactions and all media.

Making It easy for your customers to connect with you and interact with the right person, first time.

UK Smartphone penetration is approaching three out

of four people.

Source: MobileMarketing

Just under one in five adults has a Tablet in the UK.

Source: Ofcom

It is predicted that over 3 million households in the UK will have a SmartTV by

the end of 2014.Source: The Guardian

Use mobile devices to purchase goods online.

Source: MobileMarketing

Of customer service engagements are over channels

other than the telephone.

Source: CFI Group

What’s more, their preferences are becoming well established, so if you are not accessible in the way that they want to interact with you…then you cannot deliver the customer experience that they now expect.

Use mobile devices for online Banking.

Source: MobileMarketing

51% 50%

Use three or four channels when seeking customer

service.

Source: MobileMarketing

52% 30%

45% of consumers will abandon an online transaction if their questions or concerns are not addressed quickly.

Source: Forrester

45%

Use mobile devices to search for information.

Source: MobileMarketing

70%

72% 19% 3million

Failure to respond via social channels can result in up to a 15% increase in customer churn.

Source: Gartner

The contact centre has been through many periods of transformation in the past. What's different this time is that the customer is driving the pace.

If you want to keep your customers, you've got to keep up.

Smartphone Apps are now securely connecting customers to the contact centre.

Video is being seen as a real service differentiator.