10 Contact Centre

Predictions for 2015

Tim Pickard

CMO, NewVoiceMedia

There are six fundamental things that customers want:

1. Know Me2. Be Relevant3. Be Competent4. Be Trustworthy5. Be Likable6. Be Available

Who Is Good?

10 Contact Centre Predictions for 2015

How Do You Rate Your OwnOrganisation?

PREDICTION #6

We adopt more outside-in thinking to

become smarter about channel mix

design

10 Contact Centre Predictions for 2015

Between doing what you want and what a brand wants you to do, who is going to win?

10 Contact Centre Predictions for 2015

PREDICTION #7

We learn how to engage with the

mobile customer differently

10 Contact Centre Predictions for 2015

10 Contact Centre Predictions for 2015

Choose Your Service Choose Your Channel Choose Your Time

Customer experiences greater choice in the workflow

10 Contact Centre Predictions for 2015

PREDICTION #8

Real time data creates opportunities

for new service delivery models

10 Contact Centre Predictions for 2015

PREDICTION #9

We continue to find new ways to

personalise customer experiences

10 Contact Centre Predictions for 2015

10 Contact Centre Predictions for 2015

The integration of idio, NewVoiceMedia and Salesforce will allow brands to see customers’ real-

time interests from their web behaviour10 Contact Centre Predictions for 2015

PREDICTION #10

We invest more into nurturing the

right service culture

10 Contact Centre Predictions for 2015

10 Contact Centre Predictions for 2015

airbnb’s latest contact centre in Port land USA

10 Contact Centre Predictions for 2015

Which is on your 2015 to do list?

1. Outside-in thinking

2. Mobile customer service

3. Real time data driving new service delivery models

4. Personalisation

5. Culture transformation