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Customer contact & management


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Customer contact & management

  1. 1. Richard Kenny<br />EMEA Marketing Manager<br />Unified Customer ServiceHow call centres are leveraging unified communications to drive new standards of customer care <br />
  2. 2. 75% of consumers say they would do business with a company based on a great Contact Centre experience. 1<br />80%of companies believe they deliver a superior customer experience, but only 8% of their customers agree. 2<br />69%of large B2C organisations in the UK and US view their call centers as business-critical revenue generators. 3<br />Customer Service is Changing – Why?<br />1 Genesys, Global Consumer Survey <br />2 Bain & Company<br />3 Loudhouse Research survey of strategic decision makers<br />2<br />
  3. 3. Challenges for today’s contact centres<br /><ul><li>Today's contact centre is changing in response to customer demands and organisationalevolution
  4. 4. Self service
  5. 5. First call resolution
  6. 6. Social media
  7. 7. New workplaces</li></ul>3<br />3/8/2011<br />
  8. 8. Self Service<br />Simple information requests are handled by self service & web channels<br />Contact centres are dealing with more complex, longer calls<br />Highly empowered customers<br />
  9. 9. Resolution and measurement<br /><ul><li>Up to 10% of calls have to leave the Call Centre for resolution
  10. 10. How do you track this?</li></ul>Measures, KPIs etc are the lifeblood of the contact centre<br /><ul><li>Does it meet your first call resolution targets?</li></ul>3/2/2011<br />5<br />CONFIDENTIAL • 2011 BRAND RELAUNCH •<br />
  11. 11. First Call Resolution<br /><ul><li>Resolve the customer issue first time, reduce repeat calls
  12. 12. Improves customer satisfaction and builds trust</li></ul>1% increase in FCR equals a 1% increase in customer satisfaction<br /><ul><li>Social media driving increased focus on rapid resolution of customer issues</li></ul>3/2/2011<br />6<br />CONFIDENTIAL • 2011 BRAND RELAUNCH •<br />
  13. 13. It’s not just your call recording systems listening now ...<br />3/8/2011<br />7<br />CONFIDENTIAL • 2011 BRAND RELAUNCH •<br />
  14. 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.<br />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!<br />This BT call centre is for biz line and so called VIP, hate to think what happens to normal consumers<br />BT 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 morn<br />I 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......<br />To be fair BT service to sort my Internet since highlighted on twitter been excellent I even got a call from the CEO. Investigating BELKIN<br />Recognise This?<br />3/8/2011<br />8<br />
  15. 15. Is there a ‘centre’ in contact centre?<br />3/2/2011<br />9<br />
  16. 16. The solution must:<br /><ul><li>Access enterprise expertise
  17. 17. Enable remote workers
  18. 18. Contribute to improving customer service
  19. 19. Easily implemented</li></ul>Solving the challenges<br />08/03/2011<br />10<br />
  20. 20. Unified Communications in the Contact Centre<br />Transformation offering real benefits to first call resolution<br />Delivering three way conversations<br />Remote team collaboration<br />3/2/2011<br />11<br />86% of companies are planning Unified Communications in the Contact Centre<br />Nemertes Research annual benchmark survey, 2010<br />CONFIDENTIAL • 2011 BRAND RELAUNCH •<br />
  21. 21. Access enterprise expertise<br />Access to expert through UC<br />Published availability<br />Immediate voice contact<br />Enterprises need to move to widely published presence<br />Skills based<br />Language based<br />Must be a voice enabled interaction<br />
  22. 22. Are you Savi?<br />Real time collaboration<br />Simple implementation<br />Proven solution<br />Are you Savi? <br /> If not, you soon will be<br />
  23. 23. Real Time Collaboration<br />Unique ‘mixing’ feature<br />Brings together customers and experts in real time<br />Solve problems<br />Find information<br />Obtain approvals<br />Improves first call resolution <br />Increases agent knowledge<br />
  24. 24. Summary<br />
  25. 25. With Saviand Unified Communications<br />Improved first call resolution<br />Higher customer satisfaction<br />Calls tracked to completion<br />Visible KPI improvement<br />Agent knowledge improvement<br />Higher retention<br />