Technologies that will transform your contact center

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 customer’s perceptions and related
feelings caused by the one-off and cumulative
effects of interactions with a supplier’s
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
It’s not about multi channel…
It’s 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

17. New Age
Front Doors

18. Mobile
62% of people own a smartphone

20. Social Media
• Even if you aren’t 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?

21. Monitor and use the Social Media Opportunity!
Morton’s
• Hey @ Morton’s – can you meet me at Newark Airport
with a porterhouse when I land in two hours? K,
thanks
• Oh. My. God. I don’t believe it. @morton’s showed up
at EWR WITH A PORTERHOUSE
lockerz.com/s/130578715 # OMFG!

22. 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

23. Integrating Social
Monitoring and reacting to social
Tweet or Post
Social Response
Social
Content
Social
Content
Social Monitoring Service

24. 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%

26. Agent and Customer Profiling
Pat’s Accept Rate is 13.3% per Sales Call
Pat
All Callers
13.3%

27. Agent and Customer Profiling
But all callers don’t communicate and interact the same way
and Pat’s accept rate is very different for different personality styles
Pat
All Callers
17.6%
15.1%
13.3%
9.2%
12.8%
13.3%

29. Video… who is leading the charge?
• Amazon’s Secret Plan to Sell You
Everything!
• Differentiated technology
• Same great experience Web or
Call in
• Video Mayday application
• Drones

31. Video in the Contact Center
Mobility

32. Video in the Contact Center
Video’s Benefit Is Most Apparent When Demonstrating Something
Source: Forrester Research, Inc.

33. Video Queuing

34. Connected Desktop
Demo