Multichannel Inforgraphic

1. Transforming Customer Engagement
© Netcall 2014

2. Conflicting Pressures for UK Contact Centres
What they are and ways
to manage them…
© Netcall 2014

3. © Netcall 2013
Today’s agenda
• Contact centre managers under pressure
• Aim for a “Customer Engagement” strategy
• Integrate standalone systems
• Enable agent performance
• Automate solutions
• Workforce management
• Remote working
• Back office synchronisation
• The hazards
• Single multichannel platform
• Sustainable multichannel solutions
© Netcall 2014

4. © Netcall 2013
Research base of 1,300 conducted in September 2014
GENDER AGE REGION
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5. © Netcall 2013
Contact centre managers under pressure
© Netcall 2014
Customers
want more
Any device,
channel, time
Squeezed
budgets
££££
39%
Will reduce
OpEx in 2014
Pressures could
compromise the
quality of your
customer service
Letter
Post

6. © Netcall 2013
Aim for a “Customer Engagement” strategy that
• Maximises efficiency
• Reduces cost profile
• Reduces customer effort
© Netcall 2014
Here’s how to plan your journey to
a low cost multichannel contact centre…

7. © Netcall 2013
Integrate standalone systems
• The dangers of not integrating systems
© Netcall 2014
– System complexity
– Multiple sign-on
– Slow to navigate
– More agent training time
– Can increase cost
– Difficult to manage and control
Obvious Clues:
• Queue times / abandonment
• Customer Effort / Net Promoter Scores
• Overall operational costs
Hidden Costs:
• Excessive agent training
• Incomplete interactions / wrap-up
• Restricted view of information
• Compromised agent capability
• Poor reporting and analytics

8. © Netcall 2013
Enable agent performance
• Link to your CRM system
• Introduce multi-skilled agents
• Accommodate new low cost channels
© Netcall 2014

9. © Netcall 2013
Automate solutions
• Effective queue management
• Introduce proactive response
• Can reduce agent costs by 10%
• Rapid payback
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10. © Netcall 2013
Workforce management
• Systematically improve agent effectiveness
• Agent costs can be reduced by 10%
• Typical ROI within 12 months
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11. © Netcall 2013
Remote working
• Access to a broader
pool of agent
knowledge
• Extend service
beyond the contact
centre
• Greater flexibility to
manage call spikes
© Netcall 2014

12. © Netcall 2013
Back-office synchronisation
• Real-time view of interaction
• Unified agent desktop
• Reduced Average Handling Time
• Improved workflow efficiency
© Netcall 2014

13. © Netcall 2013
The hazards!
• Integrating standalone systems into a multichannel
contact centre is complex, risky and unsustainable over
the long term
• The lowest cost of ownership for multichannel
environments is achieved using a single streamlined
platform from a single vendor
© Netcall 2014

14. © Netcall 2013
Single multichannel platform offers low TCO
• A single platform allows contact centres to take strategic
decisions which deliver the best in customer experience
© Netcall 2014

15. © Netcall 2013
Sustainable multichannel solutions
• Companies need multichannel solutions that deliver low
TCO and are sustainable
© Netcall 2014

16. © Netcall 2013
Find out more!
© Netcall 2014
netcall.com
Netcall Plc
@netcall
netcall.com/blog