CCMG After Forever Conference Day 2, People Stream 14:00 - “Power to the People” – that’s what comes after multichannel and omnichannel! Interactive Intelligence

1. “Power to the People” – that’s what
comes after multichannel and
omnichannel!
Frikkie Hurn, Snr Client Account Manager - Africa

2. Since 1994
Origin
All-in-One, All-Software
1st SIP IP CC
Recognized by Gartner
Leader
as a leader in
Contact Centres
Contact Center
Markets
UC
BPA

4. How We Do It

5. Why did you purchase a technology solution?
• WHAT was your planned business outcome?
• HOW are you measuring the promised value?
Have you consulted your customers on their requirements
and expectations?

6. Multiple Devices and Communication Mediums

7. Behavior has changed

8. Intelligent Customers
Explosion of ways in which consumers can obtain information
and communicate
Customers are EMPOWERED
Customers have a VOICE

9. Let’s listen to what your customer has to
say!
Interactive Intelligence conducted a study between March and May 2014. This study is
a follow-on to a similar Wave 1 study conducted in 2013.
Responses came from consumers and vendors in Australia, Brazil, Canada, Germany,
South Africa, Sweden, the UK and the US.

10. Answering Two Important Questions…
“What do customers want in a great service experience?”
“What do customers and companies want from the
technology behind that great customer experience?”

12. Let’s hear……

13. For South Africans the most value was placed on
1. a knowledgeable Agent and 2. on professionalism

14. For South Africans the most frustrating thing was being transferred
multiple times followed by “can’t understand the agent”

15. For South Africans consumers, it was an agent who doesn’t have
the knowledge to answer their questions.

16. 71%
29%

17. 77%
43%
30%
8%
5%

18. For South Africans, the industries with the best experience were
hotels and airlines, the worst were government and utilities.

19. South Africans have a strong preference for email and more than
any other country for self service from a smart phone or tablet.

20. 33%
11%
10% 12% 16% 10% 8%
2%

21. South African and UK consumers had the highest expectations regarding phone wait
times.

22. 62%
28%
10%

23. For South Africans the first 2 are the most valuable to an even
higher degree than in other countries.

24. 51%
28%

25. 52% 50%

26. South Africans’ preference is primarily for Facebook and WhatsApp

27. This is in line with findings in SA

28. This is in line with findings in SA

29. 18%
49%
10%
21%
2%

31. There is a real need for a better customer experience!
• 60% of customers are prepared to pay extra for a service which
involves better customer service.
• 59% try a new brand or a new company in the hope for a better
customer experience.
• 86% of customers move to another provider or company
because of a negative customer experience.
Power to the people!
Source:
Harris Interactive, American Express

32. New Video camera....*******!!!!!!

37. Power to the People!!
"Find the right person,
with the right skills,
at the right time
and the right communication
channel."

38. Frikkie Hurn, Snr Client Account Manager - Africa