Technologies that will transform your contact center
Citation preview
1. Driving the Contact Center Presentation Title Name Title
LAURIE LEGUS VP OF SALES 10.2.2014 Of the Future Of
2. Trends Toward a Differentiated Customer Experience Customer
Experience Cloud Omni Channel Easy Web Chat Flat Vs. Rich Content
Agent Select Mobile Social Customer Profiling Video Connected
Desktop
3. Customer Service Video
4. What is Customer Experience (CX)? The customers perceptions
and related feelings caused by the one-off and cumulative effects
of interactions with a suppliers employees, systems and channels or
products. Did You Know? Of all company interactions with its
customers are through customer service.
5. Why Do Customers Leave? Did You Know? Poor CX Of US
consumers will abandon an online transaction if their questions or
concerns are not addressed quickly. Purdue University Benchmark
Seek Alternatives Prefer Competitor Dissatisfied with
Products/Service Die Move Away
6. What do Customers Want? Help Me Get it right the first time
Resolve my issues Help me be successful Give me tools and support
to be successful Value Me Show me that you want my business Show me
that my contributions matter Know Me Understand my business and my
relationship with you Listen to me Recognize my potential Employees
Customers
7. Cloud The Numbers Tell the Story 2008 adoption rate of
cloud-based contact center was only 2.2 percent 2011 adoption rate
was 5.9 DMG estimates by 2015 18 percent of all contact center
seats will be in the cloud The market limped along for more than 10
years, and then grew by 26.4 percent, from 2008 to the end of 2009
The market then expanded by 42.4 percent in 2010 and 80.2 percent
in 2011 DMG projects that the cloud-based contact center market
will grow between 35 percent and 45 percent each year between 2012
and 2015
8. The Integrated Customer Experience Its not about multi
channel Its about omni channel
9. Are YOU Easy to do business with? ? ? ? ? ? ? YES! WELL
10. Easy is the new Loyalty! Help Me of people say they will do
repeat business with a Get it right the first time Resolve my
issues Help me be successful Give me tools and support to be
successful 74% company if the experience is easy In reaction to
this, the NetEasy Score has been developed 1. Are your agents
knowledgeable? 2. Is it easy to get through to the right
department? 3. Is your process time-consuming? 4. Are you cross
Channel aware?
11. Flat vs. Rich IVR Demo
12. Flat vs. Rich Portal Demo
13. New Age Front Doors
14. Mobile 62% of people own a smartphone
15. Social Media Even if you arent sure what to do do something
establish a plan; set up a task force; identify tech savvy
individuals who enjoy social media Security of your social media
accounts is paramount to prevent hackers from destroying your brand
In addition to setting up policies for use of social media by
employees engage them in the process of monitoring and responding
Cover your internal bases who needs to approve; what can and cannot
be said; who is responsible for responding? Above all respond
quickly and effectively take it offline if you can but solve the
problem. Determine how responses to social media align with your
responses to phone calls; emails, etc. Is it right to put tweets
ahead of calls?
16. Monitor and use the Social Media Opportunity! Mortons Hey @
Mortons can you meet me at Newark Airport with a porterhouse when I
land in two hours? K, thanks Oh. My. God. I dont believe it.
@mortons showed up at EWR WITH A PORTERHOUSE
lockerz.com/s/130578715 # OMFG!
17. Integrating Social Not as hard as it seems, but what to
listen for Social in the CC relies on monitoring Usually a cloud
service Allows Marketing to own and use the social as a branding
tool Triggers service/CC tasks as defined for events Language and
tone processing is critical
18. Integrating Social Monitoring and reacting to social Tweet
or Post Social Response Social Content Social Content Social
Monitoring Service
19. Web Chat will become the preferred method 60 - 70% BT noted
an increase in cross-sell/up-sell Rated web chat as good or very
good, 26% rated web chat as preferred method consumers want support
while online 9 out of 10 82%
20. Agent and Customer Profiling Pats Accept Rate is 13.3% per
Sales Call Pat All Callers 13.3%
21. Agent and Customer Profiling But all callers dont
communicate and interact the same way and Pats accept rate is very
different for different personality styles Pat All Callers 17.6%
15.1% 13.3% 9.2% 12.8% 13.3%
22. Video who is leading the charge? Amazons Secret Plan to
Sell You Everything! Differentiated technology Same great
experience Web or Call in Video Mayday application Drones
23. Video in the Contact Center Mobility
24. Video in the Contact Center Videos Benefit Is Most Apparent
When Demonstrating Something Source: Forrester Research, Inc.