Voxtron was op 12 november 2013 te gast op het retailevent van Belgacom 'Engaging your customer in a multi-connected world'.

1. Optimal customer interaction
in a multi connected world
Sandra Rens, Marketing Manager, Voxtron
Vincent Briquet, Product Manager, Belgacom
Patrick Kusseneers, FUNCTION, Voxtron

2. Voxtron : A few words of
explanation
Sensitivity : "Unrestricted", "Internal Use Only" or "Confidential"
11/12/2013
Slide 2

3. What is good customer contact?
What is important?
Solveproble
msimmediate
ly
Communicat
efluently
Be customer
friendly
Be
professiona
l
3
Act solution
oriented
Create
personal
touch

4. What3 out of 4 managers need
to improve customer contact
Voxtron Survey, 2012

5. Satisfactionaboutcurrentcustomer
contacts – surveyby 41 managers
5% are ‚notreallysatisfied‛
18% are ‚verysatisfied‛
77% are ‚satisfied‛

6. But…
Do not know
how many
customer
calls are lost
Do not know
how many
customers
call every
day
6
20%
40%
Do
notknowhowquick
ly calls, faxes,
e-mails etc. are
treated
30%
While the tools tomeasurethis are
oftenavailable

7. Do managers know if their
customers are satisfied?
59%
measure customer
satisfaction in some
way
7
The rest do notmeasureit
at all!

8. But…
3 out of 4
managersexpresstheirwi
shtohave every
employee involvedin
customer contact
8
That’s new…
… and good news!!

9. A new trend ...
1. ‚Employees‛ become ‚ambassadors‚
Most important
asset
=
invest in
employees
Satisfied
employees
=
Satisfiedcustomers

10. This new trend is part of a wave of
simular trends
2. Employees are beingheard
Involved in
functioning of
the company
10
Freedomtoor
ganisetheirwo
rkthemselves
Important
contribution
in establishing
customer
contact
system

11. This new trend is part of a wave of
simular trends
3. Focus on customer loyalty
growing
interest in
customer
service and
customer
loyalty
11
contact center /
customer
service are not
a cost center
customer
loyalty is a
result of
customer
satisfaction

12. Being customer friendly… is not
enough
Customer engagement center
• Engage with the social-mobile consumer
• Via new customer service model
• Usingmultimediatechnologies & CRMapplications
‚Companies that do not embrace the concept of customer engagement, will
lose customers to competitors that do.‛
12
Michael Maoz, Gartner

13. Introduction
Topics covered in the presentation
Integratio
n of frontand
backoffice
Routing to
the right
members
of staff
Use of callback
requests
and
voicemail
13
Available
informatio
n for the
agents
Assess the
quality of
the
conversati
ons
Speed of
response
View of the
operation
of the
contact
center
Accessibilit
y for the
customer
Clear
choice
menu
Multimedi
ai
integratio
n
Measure
performan
ce for
better
manageme
nt

14. Integration of front- and backoffice
« Do
the front- and backoffice have the
same goals and are they perfectly
harmonized with each other? »

15. Integration of front- and
backoffice
Aspects
Share the
same goals
Seamlessly
integrated
with each
other
15
Integration
withsoftware
for client
information(C
RM)
Across the
various
branches/
locations

16. Routing to the right members of staff
« Doesthe
routing always take your customer
directly to the person he needs, in a dynamic
and intelligent way, for example via
language, region or
mostrecentlycontactedmember of staff? »

17. Routing to the right members of
staff
Aspects
Identification
of the caller
Identification
of the type of
call +
required
competencies
of staff
member
Routing to the
most
competent
member of
staff
hierarchy:
from the
highest level
of
compentency
to lower
levels
dynamic routing to the right member
of staff is the norm at Voxtron
17

18. Multimedia integration
« Is your system suitable for
multimediaintegration, so that not only
the phone calls but the traffic that
arrives via e-mail, fax, web forms and
web chat is passed on to the right
members of staff? »

19. Voxtron
= professional integration
telephone
e-mail
web-forms
fax
sms
Web chat
The customer definesthe channel
social
media
e-mail
+ the routing of documents and post
19
Multimedia routing: based on
requestdocuments, support ticket,
order, …

20. Voxtronprovides you will all
the tools to turn your contact
center into acustomer
engagement center and to
raise the customer experience
for the social-mobile
consumer to an unprecedented
level. use of.
Make
20

21. Zoom on a Use Case
Connect your Web Shop to your Employees

22. In Belgium, 55% of
Internet users are
shopping online
80% of the customers in
your shop have already
been toyour website to
look for information
How can your
employees
influence this
sales process
?
Sensitivity : "Unrestricted", "Internal Use Only" or "Confidential"
11/12/2013
Slide 22

23. Use Case in Sport / Leisure
retail
Objectives
1
Customer Experience:Make the
expertise of shop experts available to
website visitor
2
Customer Interaction:Improve and
extend customer service towards every
employee
3
Employee Engagement:skill recognition
of every employee even outside of the
Contact Center
Sensitivity : "Unrestricted", "Internal Use Only" or "Confidential"
11/12/2013
Slide 23

24. Use Case in Sport / Leisure
retail
Customer journey
Customer is browsing the web shop,
willing to buy a bicycle but looking for
some advice
He can input his phone number and click to
be immediately called back by a
specialist
The solutionautomatically locates a
cycle expert in one of the shops, and
checks his/her presence
Call is established between the expert on
his GSM and the customer (both phones
ring)
11/12/2013 Slide 24
Sensitivity : "Unrestricted", "Internal Use Only" or "Confidential"

25. How it works
Office
Multimedia
Integration
WebSite
1
Customer
Voxtr
on
PABX
3
Immediate
Call-back
Sensitivity : "Unrestricted"
2
Skill-based
Routing
Shop
05 September 2008
Slide 25

26. Objective reached !
600
The number of calls per
week
120
The number of experts on
the platform (50% NL and
50% FR)
30
Max number of seconds
before a customer has an
expert on the line
People + Technology = Excellent Customer
Service !
Sensitivity : "Unrestricted", "Internal Use Only" or "Confidential"
11/12/2013
Slide 26

27. The ‚next wave‛ : Social
Network interactions
Engagement with your customers via Social Media…
…where Social Media meets the Contact Center

28. What are Social Networks?
• Online platforms where usersdeliver
content
• ‚Many-to-many‛ : everyone contributes
Compared to traditional communication channels
• ‚One-to-one‚ : calls, web chat, email
• Very direct and interactive
• ‚One-to-many‛ : press, advertising,…
• ‚Many‛ = literally!
• Facebook + Twitter = more than 1 billion
users
• Enormousreach
• Communication is public
• Your company can watch, listen…
…and participate!
Sensitivity : "Unrestricted", "Internal Use Only" or "Confidential"
11/12/2013
Slide 28

29. Importanceforyour business?
• 1/5 of alltweets are product related
• Presence on social networks allows to :
Expand your company branding
Marketing: input for campaigns,
requirement gathering
• Sales support: detect leads
• Web / Customer Care: complaint solving =
customer retention
• Social Media presence will become
‘standard’
•
•
Sensitivity : "Unrestricted", "Internal Use Only" or "Confidential"
11/12/2013
Slide 29

30. Deal withSocial Media, step by
step
Monitor
Search through all public information on
the internet
What is beingsaidaboutour company?
Analyse
Transform information intouseful business
data:
Who are the influencers, what’s the tone of voice… ?
Engage
Participate actively in communications
Reinforce your brand awareness, improve customer
loyalty
Team
Get work employee involved
every
Integration with the Customer Service/Contact Center!!
11/12/2013
Slide 30

31. Integration with a Contact Center
Chat
Phone
Email
Voxtron
Communication
Center
Social
Networks
Employees
Fax
Web

32. 11/12/2013
Slide 32

33. Sensitivity : "Unrestricted", "Internal Use Only" or "Confidential"
11/12/2013
Slide 33