deliver a flexible, engaging customer contact center experience - mitel

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Deliver a Flexible, Engaging Customer Contact Center Experience

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Page 1: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

Deliver a Flexible, Engaging Customer Contact Center Experience

Page 2: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

The Consumer Buying Process – Not Long Ago

• Buying experience was completely different

• Involved many people, lots of person-to-person contact

• Required huge time investment – both for business and consumers

• Lots of opportunities for things to go WRONG

• Customer experience was localized - WOM was limited to 5-6 people

Page 3: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

The Mobile Consumer Today

Page 4: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

Industry Examples: Banking

Teller MobileInternetATM

Page 5: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

Who is Today’s Consumer

1/2 of the worlds

population are

considered unique

mobile users, expected

to grow at 5% per year

1/3 of all web

pages

are now being

served to mobile

devices

1/4 of the

population now

has active mobile

social accounts

Mobile Engaged Connected

Source: We Are Social

Page 6: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

The Future of Customer Experience• Businesses have to respond to customer’s

needs at -

• Increased pace

• During new hours

• Using new methods

• Consumers are demanding the flexibility to

interact with companies through the digital

channel of their choice

• Consumer choices have broadened

• Customer experience will be the new

battlefield for competitive advantage

89% of businesses will compete mainly

on customer experience

Source: Gartner

Page 7: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel
Page 8: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

Customer Experience Drives Sales…

Source: Medallia Analysis

Page 9: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

World Population by Generation

Worldwide and in the U.S., millennials are the largest generation yet –

some 2.3 billion strong

Source: http://visual.ly/millennial-takeover

Source: US Census Bureau

Page 10: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

Digital Channels are on the Rise

Source: Aberdeen Group

Page 11: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

The Evolution of Customer Engagement

Single Channel

Multi-Media

Omni-Channel

Page 12: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

Business’sView

Customer Journey Map

12

Fill in online form

Receive email

asking for docs

Take call discussing

docs

Schedule closing

Sign closing

docs

Customer’sView

Getting a mortgage

Page 13: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

Summary of Ingredients of a Successful Digital CX

• A comprehensive understanding of what drives

customers, the communications methods they want to use and

their schedules.

• Offer service across every channel and effectively

manage the channels your customers prefer.

• Provided anytime, anywhere, any device services

that offer seamless interactions.

• A personalized CX throughout the customer journey,

learning and collecting new customer information from each

interaction.

• A transparent and flexible CX, guiding customers to the

fastest service.

Page 14: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

Technology Vendor Checklist

Make anywhere, anytime, any‐device interactions easy

Provide a seamless, consistent experience across all channels and all touchpoints in the business

Build upon existing infrastructure to create revenue‐generating, differentiated customer experiences

Page 15: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

Keys to Delivering a Good Digital CX

1.Consistency creates loyalty, and relies on

internal IT being up to scratch

2.You need to be relentless in capturing

customer intelligence

3.You need to share, leverage and maximize

this customer intelligence across all

customer touchpoints

4.Be in a position to spot untapped opportunities

to increase revenue per customer

Remember

Page 16: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

Join us October 11 to learn how to determine the potential impact on your organization from transforming your customer experience. Attendees will learn how to construct a business case and prioritize actions.

Page 17: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel
Page 18: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel
Page 19: Deliver a Flexible, Engaging Customer Contact Center Experience - Mitel

JOIN US NOW FOR HAPPY HOUR

IN THE MEDTRONIC CLUB

FOR YOUR CHANCE TO WIN GREAT PRIZES AND

MEET HALL OF FAMER PAUL KRAUSE