top 10 trends impacting your contact center

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Nonprofit Webinar Series The next generation of communications.

TOP 10 TRENDS IMPACTING YOUR CONTACT CENTER

I Top 10 Trends Impacting Your Contact Center

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Speakers Introduction

Top 10 Trends Impacting your Contact Center

How to Profit From Them

UniVoIP’s Multi-Channel Contact Center

Customer Engagement & Experience Impact

Agent Productivity & Real-Time Monitoring

Q&A

Webinar Agenda

UniVoIP welcomes you!


Industry Expert Speakers

Matt Neimeier | Contact Center Solution SpecialistMitel Contact Center and Customer Interaction / Engagement Specialist covering all of Western U.S. with 20 years of call center industry experience. He has a history of solution solving for business needs and possess the heart of a teacher with a consultative approach.

Che Cullenbine | Sr. Director of Learning ManagementSpecializing in team management in the hosted and hybrid-hosted IP PBX arena, Che has helped implement and grow core values and missions of several companies. He is extremely inspiring, positive, supportive, approachable, creative, resourceful and committed.


How did we get here?

Teller MobileATM Internet

The Evolution


Today’s Reality

Every business interacts with customers, but few have adapted to their modern communication preferences.

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It is more than just the contact center team influencing

customer experience.

Many existing CC implementations are outdated and ill-fit for the state

of the market.

Improving customer

experience is now a C-level priority.

Customers and business have

evolved and we must adjust our strategy to keep

pace.


Trend #1 - Customer Mobility

Half of the world’s population uses mobile phones and usage is expected to grow at least 5% per year.


Trend #2 - Access to Information

One-third of all web pages are now being served to mobile devices.


Trend #3 - Social Connections

One-quarter of the world’s population has active Social Media accounts.

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Case Study:Red Funnel FerriesSouthampton, UK

Customer satisfaction is up 116% YoY due to Social Media strategy.

Complaints aredown 16% YoY.


Trend #4 - Digital Interactions

Customer communications are increasingly digital.


Trend #5 - Self-Service

Use of web self-service options increased to 76% in 2014.


Trend #6 - Flexible Communications Models

74% percent of consumers use three or more channels for customer interactions.


Trend #7 - Technology Evolution

There were 3.9 million mobile applications available as of July 2015 and there will be 50 billion internet connected

devices by 2020.


Trend #8 - Big Data

Modern business analytics are revealing details about customers that were never before understood.


Trend #9 - Ever-changing Business Model

Mergers and acquisitions had an estimated value of $4.31 trillion worldwide in 2015.


Trend #10 – The Cloud

Public and Private clouds are becoming more and more capable of supporting mission critical applications.


UniVoIP’s Multi-Channel Contact Center

Advanced contact center technology creates a dynamic customer experience

and ensures agent productivity.

Now speaking…Che CullenbineSr. Director of Learning ManagementUniVoIP


UniVoIP’s Contact Center Solution’s Key Stakeholders

UniVoIP OfficeConnect Enterprise Edition focuses on benefiting key stakeholders; customers, contact center

agents, supervisors, office users and the IT team.


Contact Center: Customer Experience Enrichment

• One-third [33.3%] of the working population is comprised of tech savvy millennials. (PewResearch)

• Ninety percent [90%] of consumers check your website before interacting with your company. (Synthetix)

• More and more consumers prefer to interact through voice alternatives like email, chat, SMS, Social Media and self-service.


Contact Center: Customer Experience Enrichment

Website Contact Us Sliding Panel


Contact Center: Self-Service Intelligence

Visual IVR Interface


Call Center – Agent Productivity Maximization

Multi-channel & Unified Communication Agent Interface


. Call Center: Supervisor Real-Time Monitoring

Hundreds of reports accessible to supervisors in real-time!


The Power of UniVoIP’s Contact Center Solution

Give customers a choice on how to communicate, create customer profiles, better manage customer expectations,

and experience necessary reporting capabilities.


The Power of UniVoIP’s Call Center Solution

Save on overhead costs, increase employee morale and serve more time zones with a distributed Contact Center.


Che [email protected]

855.864.8647 ext. 136

Q&As [Use the GotoWebinar dashboard]

Thank you for participating!

Matt [email protected]

480.940.2166


