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Top 10 Trends Impacting Your Contact Center

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Top 10 Trends Impacting Your Contact Center

  1. 1. 1 Nonprofit Webinar Series The next generation of communications. TOP 10 TRENDS IMPACTING YOUR CONTACT CENTER
  2. 2. I Top 10 Trends Impacting Your Contact Center Housekeeping: Attendee Participation To listen in: • Choose “Mic & Speakers” to use VoIP • Choose “Telephone” and dial using the information provided • Submit questions and comments via the Questions Panel Note: Today’s presentation is being recorded and will be provided to you within a week. Your Participation
  3. 3. I Top 10 Trends Impacting Your Contact Center GoToWebinar Housekeeping: Submitting your Questions • Please continue to submit your text questions and comments using the Questions Panel • Please raise your hand to be unmuted for verbal questions. For technical difficulties, please contact janine.germinario@univoip.com Your Participation
  4. 4. I Top 10 Trends Impacting Your Contact Center  Speakers Introduction  Top 10 Trends Impacting your Contact Center  How to Profit From Them  UniVoIP’s Multi-Channel Contact Center  Customer Engagement & Experience Impact  Agent Productivity & Real-Time Monitoring  Q&A Webinar Agenda UniVoIP welcomes you!
  5. 5. I Top 10 Trends Impacting Your Contact Center Industry Expert Speakers Matt Neimeier | Contact Center Solution Specialist Mitel Contact Center and Customer Interaction / Engagement Specialist covering all of Western U.S. with 20 years of call center industry experience. He has a history of solution solving for business needs and possess the heart of a teacher with a consultative approach. Che Cullenbine | Sr. Director of Learning Management Specializing in team management in the hosted and hybrid-hosted IP PBX arena, Che has helped implement and grow core values and missions of several companies. He is extremely inspiring, positive, supportive, approachable, creative, resourceful and committed.
  6. 6. I Top 10 Trends Impacting Your Contact Center How did we get here? Teller MobileATM Internet
  7. 7. I Top 10 Trends Impacting Your Contact Center Today’s Reality Every business interacts with customers, but few have adapted to their modern communication preferences. 7 It is more than just the contact center team influencing customer experience. Many existing CC implementations are outdated and ill-fit for the state of the market. Improving customer experience is now a C-level priority. Customers and business have evolved and we must adjust our strategy to keep pace.
  8. 8. I Top 10 Trends Impacting Your Contact Center Trend #1 - Customer Mobility Half of the world’s population uses mobile phones and usage is expected to grow at least 5% per year.
  9. 9. I Top 10 Trends Impacting Your Contact Center Trend #2 - Access to Information One-third of all web pages are now being served to mobile devices.
  10. 10. I Top 10 Trends Impacting Your Contact Center Trend #3 - Social Connections One-quarter of the world’s population has active Social Media accounts.
  11. 11. 11 Case Study: Red Funnel Ferries Southampton, UK Customer satisfaction is up 116% YoY due to Social Media strategy. Complaints are down 16% YoY.
  12. 12. I Top 10 Trends Impacting Your Contact Center Trend #4 - Digital Interactions Customer communications are increasingly digital.
  13. 13. I Top 10 Trends Impacting Your Contact Center Trend #5 - Self-Service Use of web self-service options increased to 76% in 2014.
  14. 14. I Top 10 Trends Impacting Your Contact Center Trend #6 - Flexible Communications Models 74% percent of consumers use three or more channels for customer interactions.
  15. 15. I Top 10 Trends Impacting Your Contact Center Trend #7 - Technology Evolution There were 3.9 million mobile applications available as of July 2015 and there will be 50 billion internet connected devices by 2020.
  16. 16. I Top 10 Trends Impacting Your Contact Center Trend #8 - Big Data Modern business analytics are revealing details about customers that were never before understood.
  17. 17. I Top 10 Trends Impacting Your Contact Center Trend #9 - Ever-changing Business Model Mergers and acquisitions had an estimated value of $4.31 trillion worldwide in 2015.
  18. 18. I Top 10 Trends Impacting Your Contact Center Trend #10 – The Cloud Public and Private clouds are becoming more and more capable of supporting mission critical applications.
  19. 19. I Top 10 Trends Impacting Your Contact Center UniVoIP’s Multi-Channel Contact Center Advanced contact center technology creates a dynamic customer experience and ensures agent productivity. Now speaking… Che Cullenbine Sr. Director of Learning Management UniVoIP
  20. 20. I Top 10 Trends Impacting Your Contact Center UniVoIP’s Contact Center Solution’s Key Stakeholders UniVoIP OfficeConnect Enterprise Edition focuses on benefiting key stakeholders; customers, contact center agents, supervisors, office users and the IT team.
  21. 21. I Top 10 Trends Impacting Your Contact Center Contact Center: Customer Experience Enrichment • One-third [33.3%] of the working population is comprised of tech savvy millennials. (PewResearch) • Ninety percent [90%] of consumers check your website before interacting with your company. (Synthetix) • More and more consumers prefer to interact through voice alternatives like email, chat, SMS, Social Media and self-service.
  22. 22. I Top 10 Trends Impacting Your Contact Center Contact Center: Customer Experience Enrichment Website Contact Us Sliding Panel
  23. 23. I Top 10 Trends Impacting Your Contact Center Contact Center: Self-Service Intelligence Visual IVR Interface
  24. 24. I Top 10 Trends Impacting Your Contact Center Call Center – Agent Productivity Maximization Multi-channel & Unified Communication Agent Interface
  25. 25. I Top 10 Trends Impacting Your Contact Center .Call Center: Supervisor Real-Time Monitoring Hundreds of reports accessible to supervisors in real-time!
  26. 26. I Top 10 Trends Impacting Your Contact Center The Power of UniVoIP’s Contact Center Solution Give customers a choice on how to communicate, create customer profiles, better manage customer expectations, and experience necessary reporting capabilities.
  27. 27. I Top 10 Trends Impacting Your Contact Center The Power of UniVoIP’s Call Center Solution Save on overhead costs, increase employee morale and serve more time zones with a distributed Contact Center.
  28. 28. I Top 10 Trends Impacting Your Contact Center Che Cullenbine che.cullenbine@univoip.com 855.864.8647 ext. 136 Q&As [Use the GotoWebinar dashboard] Thank you for participating! Matt Neimeier matthew.neimeier@mitel.com 480.940.2166

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