improving your customer's experience
TRANSCRIPT
Improving Your Customer’s Experience
Matt Neimeier, Contact Center Solution
Specialist
Scott Bussey, Senior Cloud Product Manager
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Who is Integra?
Choose from a variety of data and Internet solutions to connect your business &
customized for your unique requirements.
Secure. Scalable. Reliable.
CONNECTIVITY
Leverage our scalable, flexible and cost effective hosted & managed solutions
so you can focus on your business.
Save Time. Save Money.
HOSTED & MANAGED
Protect your business from a wide range
of evolving online threats with ourcomprehensive security suite.
Customized Protection.
CYBER SECURITY
EMPOWERING
THROUGH TECHNOLOGY BUSINESS
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Who is Mitel?
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Global Business MobilityBYOD
Cloud SocialNetworks
Compliance Competition
You
Business Challenges
Increasing Economic Pressures
Changing Patterns of Customer Service
Increasing Customer Expectations
Increasing Competitive Pressures
Today’s Customer Service Reality
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+ The Customer Effort Scoreis derived from asking the customer a simple question: How much effort did you personally have to put forth to handle your request?
+ Scores range from:1 (very low effort) to5 (very high effort)
What is your “Customer Effort”?
REALITY: Traditional call centers focusedon incoming calls. Today contact centers
give customers a variety of communicationstools to interact with your business.
Your customers can use voice, emailand/or chat.
1 Choose Method of Contact+ Provide Customers a Choice+ Divert to Lower Cost Channels+ Capture Web Traffic+ Allow Agents to Multi-Task+ Proactively Monitor Consumer
Buzz+ Voice Calls+ Callbacks+ Voice Message in Queue+ Chat+ Email+ SMS+ Social Media+ Outbound
How are Customers Contacting You Today?
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1 Choose Method of Contact+ Provide Customers a Choice+ Divert to Lower Cost Channels+ Capture Web Traffic+ Allow Agents to Multi-Task+ Proactively Monitor Consumer
Buzz+ Voice Calls+ Callbacks+ Voice Message in Queue+ Chat+ Email+ SMS+ Social Media+ Outbound
How are Customers Contacting You Today?
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“True customer engagement is making engagement personal, by knowing who you’re speaking to, and also interacting with each customer in the way they want.”
Bob Stutz, Corporate Vice President, Microsoft Dynamics CRM (@rlstutz)
Getting Customer Engagement Right
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Five Guiding Principals for Creating a Consistently Better Customer Experience:
1. Know me. Get better connected to your customer.2. Remember me. Stay connected with more relevant touches.3. Make me feel special. Proactively optimize the customer’s account and
make product suggestions tailored to them.4. Help me succeed. Continue to improve online tools and technology.5. Always be there for me. Be there for your customers – whenever,
wherever, however.
– Jill Hewett, Customer Experience Designer, Catalyst, Inc. (@jhewitt98)
Top Customer Service Takeaways
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It’s About Time:
+ “You are not competing with your best competitor, you are competing with them and for time.
+ Whoever can deliver the fastest is going to win.
+ If service is not convenient, you will lose in a digital world.
+ Customers don’t care what department you’re in; they want you to solve their problem on the 1st interaction.”
R “Ray” Wang, Founder and Principal AnalystConstellation Research, Inc. (@rwang0)
Top Customer Service Takeaways
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+ Painless. Consumers want effortless service from the touchpoint of their choice.
+ Personalized. Customers don’t want a one-size-fits-all service experience.
+ Productive. A customer service experience has to be reliable, efficient, and satisfying, but also delivered at a cost that makes sense to the business.
+ Proactive. Customers want to be notified of a problem and told it’s being fixed.
The 4 P’s of Customer Service
REALITY: Contact centers provide productivitytools for a variety of sizes of departments. From a
couple of agents who schedule appointments ata medical clinic to a helpdesk at a large
enterprise, contact centers offer enhanced callrouting, workforce management and tools to
improve your engagement with your customers.Casa Grande Regional Medical Center
Demographics are Driving Change
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Your new customers have different expectations
+ Social networking and viral information sharing bypass the contact center
+ Instant gratification is an expectation not an option
+ Personalization no matter what channel - know who I am
+ Empowerment to self serve
“I’ll text, Instant Message,
email, or chat.Please don’t
make me call.”
Consumers are driving multi-channel interaction adoption.
Trends: Customer Communication
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Today’s Customer Service and Sales Reality
1,382 Followers
498 Followers
7,992 Followers
157 Followers
104 Followers
5 People
10,133 Followers!
Today’s Customer Service and Sales Reality
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Traditional Call CenterCall Center
Inbound Calls
Outbound Calls
The Call Center Metamorphosis
Traditional Call CenterCall Center
Inbound Calls
Outbound Calls
Contact Center
Social Media
IMPresence
EmailChat
SMSText
MobileApps
SelfService
WFMAnalytics
Contact Center
The Call Center Metamorphosis
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REALITY: By providing multiple choices forassistance, wait time messaging, continuous
updates on your position in queue, self-servicetools and chat, contact centers improve the
customer’s experience with faster response times.
57% best in class companies measure support center success across email, chat, web, and voice, and 62% use integrated voice response (IVR). – (Source: Aberdeen Group)
MultiMedia Adoption Rate
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The Right Channel for the Right Interaction
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Online Customer Service Channels
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FAQs on Company Website
Voice Conversation
Chat
Customer forum
Screen Sharing
Virtual Agent
Mobile App
SMS
0 10 20 30 40 50 60 70 80
20122014
Source: Forrester’s North American Consumer Technographics Customer LifeCycle Survey 2, 2014, 2012
Case Study
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REALITY: Agents can be located anywhere.Agents have access to real-time availability
and presence at the desktop to enablecollaboration with teleworkers. Agents can
instantly locate, message, or conference insubject matter experts.
A Solution For Migration
A Single Software Stream That Evolves With Your IT Strategy
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Time of Day
Cal
l Vol
ume
50 Agents (9am)Example Call Distribution
Process: Inbound/Outbound - Blended Agents
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Time of Day
Cal
l Vol
ume
50 Agents (9am)
Process: Inbound/Outbound - Blended Agents
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Time of Day
Cal
l Vol
ume
Backfill Lower Agent Activity with Callbacks
and Campaigns
*** EASY ROI ***
30 Agents
Process: Inbound/Outbound - Blended Agents
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How Can Integra Help?
Contact Center Interaction Lifecycle
1 Choose Method of Contact
2 Identify Customer
3 Offer Self Service
4 Queue
5 Route to Agent6 Interact
9 Implement
7 Follow-up
8 MeasureServiceEfficiencyProfit
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7 Reasons for Using a Contact Center
1 – Offer Cohesive Customer Service with Shared Resources Across Locations.
2 – Serve Customers Efficiently with Better Information.
3 – Respond Faster to Customer Questions with Access to Expert Resources.
4 – Communicate Effectively by Managing All Customer Interactions.
5 – Be Ready for Customer Contact by Matching Resources to Expected Volumes.
6 – Improve Assistance to Customers with Enhanced Agent Management.
7 – Provide the Interactive Options Your Customers Want.
Integra Offers Choice
Infrastructure DeviceSoftware
Unified Communications
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Why Customers Choose Integra and Mitel
+ Simplicity, Commitment, Value, and Experience• Complete Solution• Large Install Reference Base• Commitment to this Space• Enterprise Rich Solution• Flexible to meet your Business Requirements• Single Software Stream across Premise, Cloud, or Hybrid
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Complete – Provide your business an end-to-end solution, including SIP trunking, phones, collaboration, mobile clients and more [elaborate more here].
Simple – Replace all normal voice features of legacy PBX systems with an easy to manage cloud solution.
Secure – Guard sensitive conversations with encrypted voice tunnels.
Resilient – Trust your voice performance with our built in redundancy and failover.
Advanced – Improve your productivity with unified communications, mobility, contact center capabilities, convenient call routing and other advanced features.
Questions?
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Help your businessimprove your customer’s experience
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