Customer contact & management


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  • Time and again, surveys of customers show that quality service is a differentiator that improves customer satisfaction. These stats are some of many that show how good service allows companies to differentiate themselves in a world of increasingly similar products.If you can, add some personal anecdotes here about the way you felt when you received good or bad service from a company.However, there appears to be a major disconnect between how companies view the quality of the service they deliver, and the consumers view of that service. This is reflected in the poor perception of contact centres, and the rise of social media and online interactions with companies.What is the benefit of this change to companies?
  • This is an extract from Twitter – the author is Lord Alan Sugar with approx 170K followers.The point to get over here is that those 170K followers drive a very large amount of influence. By posting on social media, people with a large amount of followers have more influence over getting a company to deliver the service they want or expect. The channel doesn’t have to be Twitter, it can be Facebook, Quora, LinkedIn, Xing, Youtube or any similar ‘social’ platform If you aren’t in the UK, then swap this slide out and replace with a local version showing a similar interaction
  • 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 />