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Interactive Intelligence Transforming the way we manage customer contact

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Interactive Intelligence. Transforming the way we manage customer contact. “How can I help you?”. Need a multi-channel picture here!!! Some sort of photo. B2B customer management…. Customer Service in the B2B environment Why do we create ‘rulebooks’ Cross-channel communications. - PowerPoint PPT Presentation

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Page 1: Interactive Intelligence

Interactive IntelligenceTransforming the way we manage customer contact

Page 2: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

• Need a multi-channel picture here!!!• Some sort of photo.....

“How can I help you?”

Page 3: Interactive Intelligence

B2B customer management…Customer Service in the B2B environment

Why do we create ‘rulebooks’

Cross-channel communications

Page 4: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

B2B Customer Experience models

SME

Enterprise

Channel

Very similar to B2C environments

The customer is made up of multiple contacts, influencers, decision makers, administrative and finally, the actual end users, the people using the product or service day in, day out

There is still a need to influence the delivery of customer service but you have little control of it

B2B Models Difference from B2C

Page 5: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

• Visibility and control – real time

• Consistency – all of the time

• Flexibility to change and measure - agile

• Manage everyone involved

• Empowered people

• Single view of the ‘truth’

• Just in time and accountable attitude

Customer experience.....

Page 6: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

Customer service evolution

When did the customer services function become a ‘call-centre’ and when did the ‘contact-centre’ become ‘CRM or Social CRM’?

Page 7: Interactive Intelligence

‘Rulebooks’ – why do we write them?‘One size fits all’ – really? why should it?

Page 8: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2010 Interactive Intelligence, Inc.

Why is this happening?

Telco ACD IVR CTI Dialer Recorder WFM

- Customer shunted from machine to machine - Designed as a functional silo- Thoughts of “integration” came later with little value- Connected platforms does not equal integrated experience- Multi site brings exponential complexity

Lots of fragmented platforms

eMail, FAQ, Chat, SM, SMS

Page 9: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2010 Interactive Intelligence, Inc.

How does the customer feel about this?

Telco ACD IVR CTI Dialer Recorder WFM

- Tones, Silence, Music, Prompts, Clicks- Differing audio talents, between questions and answers- Agents seemingly ignorant of any details already given- Pointless selection menus that confuse- Events that generate anxiety / impatience and feelings of hopelessness

Often the experience contains

eMail, FAQ, Chat, SM, SMS

Page 10: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2010 Interactive Intelligence, Inc.

Which results in ..........

Telco ACD IVR CTI Dialer Recorder WFM

- Customer complaints increase- Defection rates increase- Negative feedback on social media sites- Lose market share = revenues decline- Not fit for purpose or just too difficult

Frustration, Disappointment, Increased Cost

eMail, FAQ, Chat, SM, SMS

Page 11: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

IPAWFM

RecorderDialer

Customer Feedback SurveysIVR, Speech Enabled

ACD, Email, Chat, SMS, Social Media

PBX, Telco routing

You need a different approach!

An open standards all software unified

communications solution

Complete contact center functionality on one platform

License only the components that you require

Applications pre-integrated, and easy to use

Single point of administration, single point of reporting

Communications as a Service (CaaS) delivery option

Interactive IntelligenceCustomer Interaction Center

Page 12: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

• Every customer experience for every contact defined in one place; easy to use and easy to change

• Agent resources defined for skill’s, activity, quality, work schedules, feedback surveys in the same easy to use place

• Reports are easy pre prepared with decision making MI• Integrate once, automate / self serve many

Take back control

Page 13: Interactive Intelligence

Cross channel - blending e-services This isn’t multi channel it is cross-channel

Page 14: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

• Technology Advances• Proliferation of the Web• Customers expect requests to be fulfilled in “Internet Time”• Solutions exist to bring the channels together

• Competitive Reasons• Expectations are increasing – to compete you must meet

these demands• Customers desire the ability to decide when and how they will

communicate with your firm• Opportunity to leap frog competition

• Only 28.3% have a multiple contact management system in place (US)

• Customers will go ELSEWHERE

Why move to multichannel?

Page 15: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

• Cost Efficiencies• Self-Service can reduce calls into the contact centre by

12-14%• Usually the 2nd channel added is email, which increases

the reduction to 16-18%• If you add chat, it goes up to a 25% reduction in calls• When someone deploys a second channel, typically they

then deploy the 3rd channel within a period of 12-18 months.

Statistics from the Gartner Group

Why move to multichannel?

Page 16: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2010 Interactive Intelligence, Inc.

But do you want/need this many?

Contact Centre Agent

Calls

Emails

Faxes

Social Media

Video

ChatsSMS

Web Call-back

Page 17: Interactive Intelligence

Customer example - This isn’t multi channel it is cross-channel

Page 18: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

• Provides personalizedspecialty products

• Custom imprinted pens• Promotional calendars• Imprinted t-shirts, mugs, etc.

• Operates in 20 countries around the world

• Website is a key source of inquiries and orders.

• Allows customers to browse through the categories of promotional items available and see sample items and colors.

National Pen

www.nationalpen.co.uk

Page 19: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

• First channel integrated to contact center software?

• Chat

• Prominently displayed on the website, easy to find

• After trial and error, found each agent can handle up to 4 simultaneous chats

• Chat volume has risen from200 to 800 per week

National Pen

www.nationalpen.co.uk

Page 20: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

• Social Media? Already there……..

• 1,000+ friends on Facebook, 600 x Twitter followers • “In a competitive market, we’re trying to find the best edge,

try to go past our competitors. We want our customers to have multiple areas where they can contact us, to make a sale.”

National Pen

www.nationalpen.co.uk

Page 21: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

• Next up? Email

• Email is being handled by sales reps today, but not via. the contact center software.

• All emails are directed to a single Outlook inbox and then are manually distributed to sales reps.

• National Pen believes integrating email will allow them to realize the kind of efficiencies they realized with web chat.

National Pen

www.nationalpen.co.uk

Page 22: Interactive Intelligence

An Alternative ApproachTechnology that enables Smart-sizing

Advantages over traditional contact centre infrastructure

How Smart-sizing future-proofs your contact centre

Page 23: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

• Facts are facts • One definition of the truth no more inaccuracies

• Differentiate your brand from the competition• Gives you back control of your customer experience

• Improve customer satisfaction• Manage the complete anticipated workload with tightly

managed automation and empowered agent resources

• Balance these achievements with tightly controlled costs• Lowest TCO solution type in the industry

Benefits...

Page 24: Interactive Intelligence

Innovation • Experience • Valuewww.inin.com©2011 Interactive Intelligence, Inc.

Q & A

Page 25: Interactive Intelligence

Deliberately InnovativeSimon Cook+44 (0) 7869 [email protected]

Interactive Intelligence Inc.