This document discusses how call centers are leveraging unified communications to improve customer service. It outlines challenges like increased customer demands for self-service and social media interactions. Unified communications can help by providing access to enterprise experts, enabling remote collaboration, and improving first call resolution through features like three-way voice conversations. The solution discussed, Savi, uses real-time collaboration to bring customers and experts together to quickly resolve issues.

1. Richard KennyEMEA Marketing ManagerUnified Customer ServiceHow call centres are leveraging unified communications to drive new standards of customer care

2. 75% of consumers say they would do business with a company based on a great Contact Centre experience. 180%of companies believe they deliver a superior customer experience, but only 8% of their customers agree. 269%of large B2C organisations in the UK and US view their call centers as business-critical revenue generators. 3Customer Service is Changing – Why?1 Genesys, Global Consumer Survey 2 Bain & Company3 Loudhouse Research survey of strategic decision makers2

3. Challenges for today’s contact centresToday's contact centre is changing in response to customer demands and organisationalevolution

4. Self service

5. First call resolution

6. Social media

7. New workplaces33/8/2011

8. Self ServiceSimple information requests are handled by self service & web channelsContact centres are dealing with more complex, longer callsHighly empowered customers

9. Resolution and measurementUp to 10% of calls have to leave the Call Centre for resolution

10. How do you track this?Measures, KPIs etc are the lifeblood of the contact centreDoes it meet your first call resolution targets?3/2/20115CONFIDENTIAL • 2011 BRAND RELAUNCH •

11. First Call ResolutionResolve the customer issue first time, reduce repeat calls

12. Improves customer satisfaction and builds trust1% increase in FCR equals a 1% increase in customer satisfactionSocial media driving increased focus on rapid resolution of customer issues3/2/20116CONFIDENTIAL • 2011 BRAND RELAUNCH •

13. It’s not just your call recording systems listening now ...3/8/20117CONFIDENTIAL • 2011 BRAND RELAUNCH •

14. Big problem at home with BT internet they r tinkering to change to adsl 2. real cock up brain dead in call centre clueless.After 5 mins told BT bloke on phone who I was and I make pc's and routers for day job. Made no diff still went tru stupid check list.Help!This BT call centre is for biz line and so called VIP, hate to think what happens to normal consumersBT were talking cr.. my IT guy coming with new router to prove 100pc. Will spend today making BT CEO sorry he got out of bed this mornI touched a nerve at BT got top people on the case THANKS TO TWITTER : BT were monitoring . All fixed thanks to MY IT man long story......To be fair BT service to sort my Internet since highlighted on twitter been excellent I even got a call from the CEO. Investigating BELKINRecognise This?3/8/20118

15. Is there a ‘centre’ in contact centre?3/2/20119

16. The solution must:Access enterprise expertise

17. Enable remote workers