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CCMG After Forever Conference Day 2, People Stream 14:00 - Isn’t technology supposed to make our lives easier? E&A Marketing
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Isn’t technology supposed to make our lives easier?
Richard KennyE&A Marketing
For internal use only. © Plantronics 2014. All Rights Reserved.
100% of customer interactions will be in the public domain
For internal use only. © Plantronics 2014. All Rights Reserved.
Marketing isn’t working
The rise in self service
Web, App and FAQare first choice
Customers highly familiar with your product
Self service failure causes frustration
For internal use only. © Plantronics 2014. All Rights Reserved.
“Your call is important, please hold”
For internal use only. © Plantronics 2014. All Rights Reserved.
And you have a Call Centre?
For internal use only. © Plantronics 2014. All Rights Reserved.
How did we get here?
For internal use only. © Plantronics 2014. All Rights Reserved.
Time to change
For internal use only. © Plantronics 2014. All Rights Reserved.
For internal use only. © Plantronics 2014. All Rights Reserved.
Smarter customer interactions
Want to improve your customer interactions?Get rid of your call centre
For internal use only. © Plantronics 2014. All Rights Reserved.
Meet your new customer
The omni-channel world
Aggregation of marginal gains
For internal use only. © Plantronics 2014. All Rights Reserved.For internal use only. © Plantronics 2014. All Rights Reserved.
Technology – putting IT at the centre of delivering smarter customer interactions
Technology MUST enable your associates, NOT constrain them
For internal use only. © Plantronics 2014. All Rights Reserved.
Longer calls
Increased complexity
Need help from
others
Improving cust sat
How to resolve this?
PresenceCollaboration
Proof point UC case study - Energimidts, Denmark
Key benefit from introduction of UC
25%
50%
Combining Nortel phone system with Lync
Reduced customer churn
Of people leaving were won back
Of people are now won back
Increased collaboration and access to escalation points
Traditional phones for customer contact
Internal escalation and collaboration
Headset to bridge between systems
Highly service focused culture
Cloud
Automated data protection
Automated queue availability
Agent ready via Headset on
Agent not ready via Headset off
Out of reach “not Ready” with wireless headsets
Wireless
Visual IVR
Am I the future?
Conclusion
>Increasingly complex environment for agent>Service quality increasingly important
>Collaboration tools can improve service >Automating manual processes helps productivity >Some technology choices available immediately