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Altitude Presentation @ CCW Moscow 2012
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Altitude Presentation @ CCW Moscow 2012

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Title: “Five Ingredients for succesfull customer interaction"

Title: “Five Ingredients for succesfull customer interaction"

Fabien Frenay
Sales Director Central – and Eastern Europe

Event site: http://ccwf.ru/2012

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Altitude Presentation @ CCW Moscow 2012 Presentation Transcript

  • 1. “Five Ingredients for succesfullcustomer interaction” Fabien Frenay Sales Director Central – and Eastern Europe Altitude Software 1
  • 2. In what kind of world do we live today?©1993-2012 Altitude Software - All Rights Reserved 2
  • 3. In the year 2010, the Digital Universe grew almost as fast to 1.2 million petabytes or 1.2 Zettabytes (that is a word we haven’t had to use until now) – IDC “The world is changing very fast. Big will not beat small anymore. It will be the fast beating the slow” - Rupert Murdoch "In today’s world, where ideas are increasingly displacing the physical in the production of economic value, competition for reputation becomes a significant driving force, propelling our economy forward. “ Former Federal Reserve chairman Alan Greenspan It’s not a department that owns social media; it’s the consumer – Heather Oldani©1993-2012 Altitude Software - All Rights Reserved 3
  • 4. Is social media a fad?©1993-2012 Altitude Software - All Rights Reserved 4
  • 5. “Insecurity is the new security” The old rules for customer interaction aren’t working anymore. Times are changing…©1993-2012 Altitude Software - All Rights Reserved 5
  • 6. Trends in customer Service Source:©1993-2012 Altitude Software - All Rights Reserved 6
  • 7. Trend 1 Organizations will recognize the Importance of the universal customer History record©1993-2012 Altitude Software - All Rights Reserved 7
  • 8. Trend 2 Customer Service will rely on next best action • customization of the agent desktop applications • definition of the interaction flow • creation of dynamic scripts to guide agent through intelligent dialogs • Integration with back-office applications • Workflow©1993-2012 Altitude Software - All Rights Reserved 8
  • 9. Trend 3 Business Process Management will extend its reach to the front office©1993-2012 Altitude Software - All Rights Reserved 9
  • 10. Trend 4 Customer Service will evolve from: Multichannel to Agile©1993-2012 Altitude Software - All Rights Reserved 10
  • 11. Trend 5 Customers Will Rely On Proactive Outbound Communication “Secret of succesfull customer service delivery: Always go 1 step further than expected and surprise the customer with the unexpected” Duco Sickinghe CEO Telenet (Belgium)©1993-2012 Altitude Software - All Rights Reserved 11
  • 12. Trend 6 Focus on key performance indicators and analytics is crucial for success • access real time performance information, • combine operational and business indicators • create custom defined metrics • generate alarms and notifications to make informed decisions©1993-2012 Altitude Software - All Rights Reserved 12
  • 13. Trend 7 Outsourcing Will Slowly Gain Market Share Operational expertise Cost savings Tax Benefit Reduce time to market Capacity management Catalyst for change Risk management Focus on Core Business©1993-2012 Altitude Software - All Rights Reserved 13
  • 14. Trend 8Best-Of-Breed solutions will struggle to provetheir value versus unified suite solutions©1993-2012 Altitude Software - All Rights Reserved 14
  • 15. Conclusion 5 ingredients for succesfull customer Interaction Optimize the customer experience Integrate front and back-office Measure business performance and set KPI’s Build an agent dashboard Be pro-active©1993-2012 Altitude Software - All Rights Reserved 15
  • 16. Optimize the customer experience • Integrate all channels • Introduce social media • Work with a unified queue • Keep track of customer history©1993-2012 Altitude Software - All Rights Reserved 16
  • 17. Integrate front- and back-office • Extend the business process to the front-office • Use workflow to integrate all departments in the company • Review processes while implementing a contact center©1993-2012 Altitude Software - All Rights Reserved 17
  • 18. Measure business performance and set KPI’s • Real-time analysis • Standard and user-defined KPI’s • Report aggregation • Combine operational and business data • Integrate with 3rd party BI tools • Use voice and screen recording©1993-2012 Altitude Software - All Rights Reserved 18
  • 19. Build an agent dashboard • Scripting studio and workflow engine • Knowledge base • Unified desktop©1993-2012 Altitude Software - All Rights Reserved 19
  • 20. Be Pro-Active • Outbound campaigns • Call-backs • Outbound IVR©1993-2012 Altitude Software - All Rights Reserved 20
  • 21. Launching the next generation Contact Center To deliver unified interaction solutions, that are rapidly deployed, use leading technology independently of platforms and pay back fast. IP Switches©1993-2012 Altitude Software - All Rights Reserved 21
  • 22. Altitude Software today Global Presence with 16 offices and customers in 80 countries Offices in 16 countries Customers + 1100 customers and installations in 80 countries Offices & customers +300.000 paid licensed users©1993-2012 Altitude Software - All Rights Reserved 22
  • 23. ©1993-2012 Altitude Software - All Rights Reserved 23