Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

How to generate Customer Loyalty in your Contact Centers?

86,561 views

Published on

This short webcasts explains how you can use the interactions with your Customers through your Contact Centers in order to generate more loyalty, positive word of mouth and ultimately saving a lot of marketing money and get more revenues.

Published in: Business, Technology
  • Be the first to comment

How to generate Customer Loyalty in your Contact Centers?

  1. 1. >>GENERATING CUSTOMERLOYALTY IN CONTACT CENTERS
  2. 2. Nixxis in a nutshell• Founded in 2006 by call center experts with 100+ year experience• Headquarters in Brussels, Belgium• Good logistic coverage in Europe (9 offices, 30 countries)• Focus on software development• Target: customer contact & interaction centers (10 to 500 agents)• On-site installation and cloud-based deployment• Go-to-market model / major channels (integrators, outsourcers,telco providers, end customers)
  3. 3. NIXXIS WILL HELP YOU LIVE UP TO YOURCUSTOMER INTERACTION CHALLENGES
  4. 4. © Nixxis. All rights reserved.BECAUSE WE KNOW ALLWHAT PEOPLE HATE
  5. 5. © Nixxis. All rights reserved.LONG WAITING TIMES
  6. 6. © Nixxis. All rights reserved.POORLY DESIGNED IVR“If you’re calm and rational, press 1.If you’re a whiner, press 2…”
  7. 7. © Nixxis. All rights reserved.INABILITY TO ACCESS THERIGHT PERSON
  8. 8. © Nixxis. All rights reserved.INCONSISTENT & RANDOMINFORMATION
  9. 9. © Nixxis. All rights reserved.HAVING TO REPEAT INFORMATIONI did not havesex with thatwoman!
  10. 10. When you are completelyand unable to face up to thechallenges …
  11. 11. MultiwaveCampagnis
  12. 12. MULTIWAVE CAMPAIGNS
  13. 13. TEAMOVERFOW
  14. 14. TEAM OVERFLOW
  15. 15. Queue 1 Queue 2 Queue 3 Queue 4Call 1Call 2Agent A Agent B Agent C
  16. 16. Queue 1 Queue 2 Queue 3 Queue 4
  17. 17. Queue 1 Queue 2 Queue 3 Queue 4PROFITBASEDROUTING
  18. 18. PROFIT BASED ROUTING
  19. 19. INTELLIGENT CALL LISTS
  20. 20. SINGLE MULTICHANNEL VIEW
  21. 21. SINGLE MULTICHANNEL VIEW
  22. 22. Serving you...• Native virtual multimediaapproach• Channel interaction switching• Business process driven, noneed for re-engineering• Profit & Cost based routing &dialling• Team overflow• Ready during wrap-uppossibility• Business driven supervision• Multiple active sessions• Switch between sessions (Screenonly – screen and channel)• Entry-level scripting tools(Basic applications – Easy handling)• Advanced scripting tools(Sophisticated applications – An ITdevelopers tool)• Proactive problem prevention(Monitoring tool)• Guaranteed ROI
  23. 23. Talking about ROI … imagine this!1 resource = € 24 per hour10% improvement in performance> € 2,4 per hour6 working hours/day220 working days/year50 resources
  24. 24. Startcountingyoursavings!2,4 x 6 x 220 x 50€ 158.400/year€ 792.000/ 5 yearsPAYBACK < 6 MONTHSInvestment only 2,5%of total resource cost!
  25. 25. SO DON’T GET CAUGHT IN THE WEBOF CHANNELS
  26. 26. SIMPLY RELY ON NIXXIS TO HELP!
  27. 27. Supervision AdministrationRecording Reporting
  28. 28. © Nixxis. All rights reserved.More informations:sales@nixxis.com+32 2 307 00 00

×