5 Steps To Success In A Down Economy Contact Centre Li No Anim

CONTACT CENTRE SERIES
Five Steps To Success In A Down
Economy

Alton Harewood
@altonjharewood
http://www.altonjharewood.com

Event sponsored By:
1 ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726
Some graphics courtesy of Aspect Software Inc.

The State of Canadian Debt: Graphics credit: CBC
Image Credit: Business Week


Economy difficult globally

Time to get down to brass tacks:

How has your customer base changed?
How are you handling this in a down economy
What will help you succeed?
ROI includes INVESTMENT


Five Steps To Success In A Down Economy

“You may delay, but time will not”
- Benjamin Franklin


Do you have a smart phone?

Have you downloaded an app?


Mobile Applications

700%
over the next three years!


The Five Steps


Evaluate


40,000 Feet


Quality & Process
Customer Chosen
Contact Methods

Customer Satisfaction

Employee Satisfaction

Key Performance Metrics

Social Network Feedback

Target what you will EVALUATE


Copy of worksheets used available on altonjharewood.com


Focus


What Will YOU Focus On?

Unified Contact Centre Framework


Differentiate


RELEVANT DIFFERENTIATION…

http://www.onpath.com/

We generate B2B targeted intelligent business conversations
http://www.executiveboard.com/

―Actionable solutions to transform operations‖ http://www.radian6.com/

full service social solution that helps you listen, measure, engage
and discover online conversations so you can build your
community and your business.

http://www.marketlinc.com/

We identify your best online prospects and disrupt patterns of
site abandonment


BY 2016, Technology Forecasts for mobile
Strategy International
forecasts that commerce suggest
almost 80 per that it will become a
cent of the significant method of
smartphones payment in just the next
in Canada will few years.
be NFC-
enabled.

1st NFC mobile transaction

IE Market Research forecasts total
mobile
payments in Canada will reach $14.2B.
Story and Pictrue Credits: CNW NewsWire Nov 2 2012 & GSM Arena
―NFC‖ Near-Field Communications


Communicate


COMMUNICATE SMART INITIATIVES
Does Your Initiative Make Sense?

SMART


COMMUNICATION INITIATIVE EXAMPLE
Leveraging Mobile Technologies To Reduce Inbound Contact Volumes

 SPECIFIC
We will deliver an interactive mobile application
 MEASURABLE
This will deliver profile/account information and timely updates based on the top 5 reasons a
customer contacts us to reduce contact loads by 5-10%
 ACHIEVABLE
We will integrate only elements of what have been delivered on the web site at first pass
 REALISTIC
The application can be downloaded via the mobile web site or the mobile marketplace for the iOS
and Android markets, Windows Mobile will follow as a second phase
 TIME MANAGED
The application will be delivered to market by January 2013

SMART

Act!
!


ACT! EXAMPLE:
Granular Steps for Mobile Application Action Plan
 SPECIFIC
 What is the purpose of the application?
 What does the business need the app to do?
 What is its mission and value back to the organization, by when?
 What are the specific objectives? (i.e. encourage and facilitate inquiries)
 MEASURABLE
 What are the measures of success? How do we know the app is “delivering” what the
business needs?
 ACHIEVABLE
 Are the app capabilities repeated on a web site?
 How do you want to handle the content/authoring process (i.e. expiration, metadata, SEO
terms, workflows, etc.)?
 What is included in “multilingual”?
 How is this supported?
 REALISTIC
 How does this app fit in your broader strategy?
 Who is the audience? What’s their experience?
 TIME MANAGED
 What metrics do you want to track? What reporting do you need?
 When does this application need to be “live”?

SMART

SMART
Copy of worksheets used available by leaving your contact information at the Aspect booth


Results:
Mobile Experience?


Hyundai – Hyundai Equus iPad Owner Experience
— How do you change customer
perception of your product?
— Beyond just marketing to customers,
how do you give them utility?
— How do you extend the ownership
experience beyond the dealership?


Winchester: Ballistics Calculator
— How do you take existing assets, and adapt/
optimize them for a mobile platform?
— How do you ensure that the experience is
relevant to a mobile platform?


―You miss 100 percent of the shots
you never take.‖
- Wayne Gretzy


Edited From Contact Atlantic Presentation
Helping companies improve customer experience and efficiency for over
twenty–five years as a contact centre leader , product specialist, program and
project manager, client partner and sales executive challenger.
Please do not hesitate to reach out to me to connect to talk about your
business – I’ll be at the Aspect booth throughout the event:
alton.harewood@aspect.com
@altonjharewood
http://www.altonjharewood/com
(514) 245 8726

In the event any graphic has been unaccredited or should be removed please
contact me and I will arrange this immediately

5 Steps To Success In A Down Economy Contact Centre Li No Anim

Recommended

Recommended

More Related Content

Similar to 5 Steps To Success In A Down Economy Contact Centre Li No Anim

Similar to 5 Steps To Success In A Down Economy Contact Centre Li No Anim (20)

5 Steps To Success In A Down Economy Contact Centre Li No Anim

Editor's Notes