1. A worldwide leading provider ofMulti-Channel Contact Centre software focused on resolving,improving, setting up and streamlining Contact Centre operationsOur Mission is to partner with our clients to understand their business model, and provide acomprehensive solution to meet their Contact Centre needs. Our goal is to be a trusted advisor to allour clients with 100% customer satisfaction

2. Agenda Customer experience optimisation througha customer-centric Contact Centre strategy Enhancing the customer experience The Multi-Channel CC as a tool to boost customerloyalty Technology as the enabler to achieve this goal andincrease performance 3. Enhancing thecustomerexperience 4. The cable guy was here https://www.youtube.com/watch?v=WhWavua-1FI 5. Customer-centric strategyfor Long-Term ProfitableRelationships Enhance CustomerExperiences(Operational Focus!)Enhancing the customer experienceCustomerValueCustomerExperienceHigh Value PotentialLow Value PotentialCustomerRelationship 6. Put your customerfirst!Focus on their needsPersonalise allinteractionsAlign your CC strategywith your CustomerExperience strategy Make customerexperienceeveryones priorityEnhancing the customer experience 7. Customer experience is one of the top strategic priorities, driven byincreasingly competitive markets, but, also by customer behavior85%of people would pay up to 25%more for great customerexperience70% of customers say they are likely toswitch brands if agents are unable toanswer their questions68% 82% Between and of customers say they would stop doingbusiness with a company following poor customer service62%of customers have actually switched brands in thepast year due to poor customer service(Source: Forrester Research)Enhancing the customer experience90%of those responsible for customerservice consider it a critical andpriority factor 8. Enhancing the customer experience Facing the challenge ofrising customer serviceexpectations Customers and marketsare constantly changing Evolve your customerinteraction strategies 9. Customer Relationship Centre Customers demand an omni-channelexperience Empower customer serviceagents to work efficientlyLocal agentsContact CentreRemote agentsMobilityAnytimeAnyhowAnywhereSocial MediaE-mailSMSIVRWeb ChatTelephoneInternetSmartphoneAppEnhancing the customer experience 10. The Multi-ChannelContact Centre asa tool to boostcustomer loyalty 11. Multi-Channel CC as a tool to boost customer loyalty The evolution of the customer relationshipOrganization power:SalesBefore NowOrganization power:MarketingPurchasing power:SellerPurchasing power:BuyerInformation:ScarceInformation:Abundant 12. Multi-Channel CC as a tool to boost customer loyaltyThe evolution of the customer relationship determines the evolution of Contact CentreMulti-ChannelOmni-ChannelMono-Channel 13. Multi-Channel CC as a tool to boost customer loyaltyMultichannel growthCustomers aremultichannel and demandmore communicationchannelsProvide a consistentCustomer Experienceacross all CommunicationChannels1.1 0.94.3 1.43.85.2NowAvailable withinnext 12 monthsPlanned for24 monthsSource: Dimension Data 2013_14_benchmarking_reportTelephoneEmailInternetIVR (touchtone)self-serviceSMS (Textmessaging)Social MediaWeb ChatSmartphoneApp serviceSpeech self-service 14. Multi-Channel CC as a tool to boost customer loyalty Excellence in a single-channel is better than multi-channelfailure Looking for the best adaptation to your serviceneedsFocus on one channel doing the right thingfirst and then potentially extending it to otherchannels and succeedingCustomers want a correct answer, regardlessof channel and delivery method 15. Multi-Channel CC as a tool to boost customer loyalty Contact Center principles for delivering anexcellent Customer ExperienceDelivering good customer serviceStrive to deliver differentiated serviceFocus on providing : Effortless, Proactive,Personalisation, ProductivityUnderstand user trends to successfully adaptto the evolution of customer service demands 16. Multi-Channel CC as a tool to boost customer loyalty Providing the least effort for a customer is a key element ofCustomer Experience NiceHow nice is to interact with you?How easy is to interact with you?How effectively are you satisfying their needs?EasyUsefulChannels that produce more satisfaction (least effort): Speaking on the phone an talking to an agent On-line chat with an agent Click-to-Call 17. Multi-Channel CC as a tool to boost customer loyalty Constant adaptation to the customers evolutionThe most popular channels with customers according to age(Source: Dimension Datas 2013/14 global contact center benchmarking summary report) 18. Multi-Channel CC as a tool to boost customer loyaltySource: Forrester Research, Inc.(Q4 2013) 19. Multi-Channel CC as a tool to boost customer loyalty Focus on delivering differentiated, costeffective servicePersonalised customer serviceEnsuring a unified customer experienceacross channelsEmpower customer service agents withthe relevant informationGood customer experiences makeloyal customers 20. Technology as theenabler to achievethis goal and increaseperformance 21. The power of social media Over 14 million hits to date Within 4 days of the video being posted online, United Airlines' stockprice fell 10%, costing stockholders about $180 million in value. 22. Technology as the enabler to increase performance The shift to mobile era hasalready startedCustomer services must adopta mobile-based mind-set New empowered outboundservices Adoption will continue to expand:+-3 billion devices by 2017Mobility is gaining in importancein CRM 23. Technology as the enabler to increase performanceSource: New Voice MediaResearch (May 2014) 24. Technology as the enabler to increase performanceSource: Dimension Datas 2013/14 ReportThe three most importantbusiness drivers of theContact Centre 25. Technology as the enabler to increase performanceCustomers Relationship CentreLocal agentsContact CentreRemote agentsMobilityAnytimeAnyhowAnywhere 26. Technology as the enabler to increase performance360CustomerCentricImprovementsProcesses- Customer Experience- First-call resolution rates- Reduce #calls and costs per call- Interactions per agent per hour- Increased satisfaction on topcustomers and of least satisfied- Reduction average time on queue- Volume of interactions handled- Lower rates of Abandonment- Reduction of Churn- Agent satisfaction ratesAdvanced TechnologySimple EasyConsistent MultichannelInnovate MonitorAutomate ROI 27. Technology as the enabler to increase performance Giving the best customer experience through intelligentself-serviceMake the first point of contact intuitive Keep it simple and make authentication easierTurn self-service into a conversation interact naturally instead of through a series oftedious prompts51%of peoplestate that aconversationalinterface makes iteasier for them toget things done(survey Nuance) 28. Technology as the enabler to increase performance Make every self-serviceexperience personal andcontextually aware Add personalisation Tailor self-service bycustomer segment65%ofconsumers arecompletelycomfortablereceiving retailadvice based ontheir location.(Ciscos 2013 CustomerExperience Report)54%ofconsumers are okaywith retailers storingtheir purchasehistory in exchangefor more adaptedservice.(Ciscos 2013 CustomerExperience Report) 29. Technology as the enabler to increase performanceThe evolution of predictive diallers is one of the biggesttransformations in the world of contact centresImpulse to productivityOptimize the dialling49% (Source: Harris Interactive)of consumers hang up immediately when they hear a delay or pause after answering a call,especially if it was made from an unknown or hidden phone. And many of those who stayon the phone will do it only to request their number to be removed (Do-Not-call) 30. Technology as the enabler to increase performance And finally, Knowledge: improvement through real-time monitors andhistorical reporting:Business IntelligenceFacilitates decision makingImproves the customer experienceImproves productivity and efficiencyIncreases revenueRaises the quality of serviceControls and reduces costsDrives business growth 31. Conclusion Changing customer behaviour is forcing companies to re-evaluate theircustomer strategies Delivering optimal customer experience results in quantifiable businessvalue Delivering experiences in-line with customer expectations is not easy Define a Customer Experience strategy and ensure that customer serviceoperations are aligned Processes must be easy, personalised, consistent, and context-aware Adopt technologies that empower the agent to deliver on customerexpectations 32. 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