5 Tools Transforming Government Customer Service. Susie Adams CTO, Microsoft Federal

Size: px
Start display at page:

Download "5 Tools Transforming Government Customer Service. Susie Adams CTO, Microsoft Federal"

Transcription

1 5 Tools Transforming Government Customer Service Susie Adams CTO, Microsoft Federal

2 Government s perception of customer service 65% of federal managers say their organization goes above and beyond to deliver a customer experience tailored to the users unique needs* 67% say their organization s service is on par with that of the public sector *Government Business Council, The Path to Customer-Centric Service Report, 2015

3 Customers perception of government service Satisfaction overall with service is at an eight-year low 64.4 satisfaction rating out of a possible 100 In a cross-industry comparison, only internet service providers rank lower Customer service specifically rates 75 out of 100 Down 5 points from 80 where it s stood since 2012 *American Consumer Satisfaction Index Report, 2014

4 What s Causing the Drop in the Polls? Press isn t helping Customer expectations are increasing Good is no longer good enough

5 Customers expect the right answers 98% say getting a satisfactory answer or being connected to a knowledgeable customer service agent is key to a great customer experience American Express Global Customer Service Barometer

6 Customers expect more convenience Channel Use and Preference is Changing As more communication channels for customer service interactions become available and adopted, it is more important than ever to satisfy customers' expectations for pain-free service. 80% 60% 40% 20% 67% 76% 73% 73% 58% 68% 43% 58% % 37% Kate Leggett, Forrester Research, Channel Management: Core to Your Customer Service Strategy, % Self-Service Telephone Chat Twitter Source Forrester Business Technographics Global Networks and Telecommunications Survey 6

7 Customers expect cross-channel consistency Chat Social Mobile Website

8 5 Tools to Transform Government Customer Service

9 1. Knowledge Serves as the foundation for multichannel, omnichannel support Makes new agents and all employees SMEs, reduces training time Increases first contact resolution Delivers consistent answers across agents, departments and channels

10 2. Self-service The new most-preferred channel 92% of U.S. consumers expect a self-service support portal* Deflects a high volume of FAQs from phone and , saves $$ Best from rest: searchability, organization, assisted service accompaniment, information quality, mobile-responsive, portablity *Microsoft State of Multichannel Customer Service Report, 2015

11 3. Chat Cost-efficient assisted service accompaniment to selfservice Satisfaction rates second only to telephone* Can be used both reactively and proactively Plays to customers desire for convenience and next-gen engagement expectations *Forrester Research, Chat Solutions for Customer Service, 2015

12 4. Social media Best way to differentiate Provides real time feedback Early warning system for trending issues Proactive information delivery, accurate responses increase trust and positive public perception

13 5. Voice of the customer We all get feedback, but do we use it? Provide an outlet for customers or someone else will Keep surveys short Tell your customers and the public that you ve listened and have taken action

14 5 transformational tools, one toolkit Social Start with Knowledge Empower employees with the right knowledge, plus ability to create, adapt Live Chat Mobile Self Service Portals Deliver Self-Service Empower customers with Knowledge Management Surveys & Feedback the right knowledge at the right time Agents Service Desk Extend across Channels Customer Interactions Deliver current, consistent knowledge at the right time on the right channel

15 Transforming government customer service Personal. Establish empathy, understanding and advocacy across your customers and employees. Productive. Boost consumer and employee productivity with quick access to consistent and organized information. Proactive. Empower consumers with intelligent and guided self-service processes accessible 24/7. Consistent. Leverage consistent engagement across all channels for precise and personalized support.

16 Get out in front 76% of consumers view customer service as a true test of how much a brand or organization values them* Listen and act on the poll results Develop a customer-focused culture Promote the great in government customer service *Aspect Consumer Experience Survey, 2015

17 2014 Microsoft Corporation. All rights reserved.

ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS

ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS RESEARCH NOTE February 2015 ASSESSING CUSTOMER SERVICE MATURITY AN IN-DEPTH LOOK AT MICROSOFT CUSTOMERS THE BOTTOM LINE Organizations are increasingly challenged to deliver higher quality, more consistent

More information

IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE

IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER WHAT IS UNIFIED OMNICHANNEL CUSTOMER? OUR STORY As veterans of the software and customer service industries, we shared the same pains as

More information

Evolving From Contact Center to Engagement Center

Evolving From Contact Center to Engagement Center Evolving From Contact Center to Engagement Center Steve Kraus Senior Director, Product Marketing PEGASYSTEMS Today s digitally empowered customers are more demanding than ever. They expect a quick, accurate

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

Understand Communication Channel Needs To Craft Your Customer Service Strategy

Understand Communication Channel Needs To Craft Your Customer Service Strategy For: ebusiness and Channel strategy Professionals Understand Communication Channel Needs To Craft Your Customer Service Strategy by Kate leggett, march 11, 2013 Key TaKeaWays The Majority of Consumers

More information

Ask the Customer Experience Experts

Ask the Customer Experience Experts 1 Ask the Customer Experience Experts How the sum of all experiences impacts the bottom line How would you define customer experience? Is it the same as customer service? Does it refer to an interaction

More information

The Customer Experience:

The Customer Experience: The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged

More information

HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT

HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT HOW TO GROW YOUR BUSINESS WITH PROACTIVE SUPPORT 2 Contents 03 Introduction 04 The Budding Possibilities of Proactive Live Chat 05 Shifting from Reactive to Proactive Support 07 Put a Spring in Your Step

More information

Customer Care Service Modalities: Focusing On Your Consumers and Your Bottom Line

Customer Care Service Modalities: Focusing On Your Consumers and Your Bottom Line Customer Care Service Modalities: Focusing On Your Consumers and Your Bottom Line Prepared by: Telerx 723 Dresher Road Horsham, PA 19044 1.800.2TELERX www.telerx.com Customer Care Service Modalities: Focusing

More information

Online Retail Banking Customer Experience: The Road Ahead

Online Retail Banking Customer Experience: The Road Ahead Universal Banking Solution System Integration Consulting Business Process Outsourcing Customer experience is a key differentiator in banking In recent years, customer experience has caught the imagination

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Deliver superior customer experiences across all channels

Deliver superior customer experiences across all channels Deliver superior customer experiences across all channels Create an army of advocates who sing your praises It s a fact. Customer advocates are your greatest assets. They spend more, stay with you longer

More information

TABLE OF CONTENTS. Introduction: 3. Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5

TABLE OF CONTENTS. Introduction: 3. Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5 TABLE OF CONTENTS Introduction: 3 Finding #1: Organizations are currently using a wide variety of contact channels to interact with customers 5 Finding #2: Most organizations do not believe their current

More information

Next-Level Customer Experience: Designed by Your Customers, Delivered by Your Business

Next-Level Customer Experience: Designed by Your Customers, Delivered by Your Business WHITE PAPER Next-Level Customer Experience: Designed by Your Customers, Delivered by Your Business Building successful customer experiences requires an understanding of what your customers want. Next-Level

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

Market Brief. Market Brief. Survey Findings: Mobile Apps for Customer Service. Executive Summary

Market Brief. Market Brief. Survey Findings: Mobile Apps for Customer Service. Executive Summary Market Brief Market Brief Survey Findings: Mobile Apps for Customer Service Executive Summary The explosion of mobile apps has created a huge demand from smartphone users and given organizations a fresh

More information

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE.

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. Read on to learn more about what today s consumer expects from your contact center and how you can deliver. Seismic shifts are changing

More information

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material,

More information

CORPORATE SUCCESS ARE THEY LINKED

CORPORATE SUCCESS ARE THEY LINKED CUSTOMER DELIGHT VS. CORPORATE SUCCESS ARE THEY LINKED Service vs Sales who wins? Chris Butterworth UK Retail Sales, egain February 2014 HEADLINES o Can an organisation s and a customer s objectives be

More information

Netcall 2013. Embracing the Customer Journey

Netcall 2013. Embracing the Customer Journey Netcall 2013 Embracing the Customer Journey Netcall 2013 What should we measure? Understand what s important Within each area Communicate performance Stakeholders Management Team Align tactical activity

More information

Seven ways to boost customer loyalty and profitability through an empowered contact center

Seven ways to boost customer loyalty and profitability through an empowered contact center Seven ways to boost customer loyalty and profitability through an empowered contact center Is your bank using today s communications technology to its full potential? The financial services industry as

More information

Customer Happiness, refreshingly easy

Customer Happiness, refreshingly easy Customer Happiness, refreshingly easy Customers now expect faster replies, personalized interactions, and seamless conversations across channels 62% of customers have used social media for customer service

More information

6 Elements of an Omnichannel Management Strategy

6 Elements of an Omnichannel Management Strategy 6 Elements of an Omnichannel Management Strategy By: Rob McDougall Upstream Works Software New channels of customer communication are exponentially increasing the complexity of managing the customer s

More information

Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics. Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC

Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics. Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC Driving Customer Experience Excellency: 360 Degree Voice of Customers Analytics Tan Meng Teck Head of Contact Center Solution Sales Avaya APAC Industry and Consumer Trends Driving Change in the Market

More information

Customer Experience By Design The Game Changer

Customer Experience By Design The Game Changer Customer Experience By Design The Game Changer Manila Kuala Lumpur Singapore Jakarta 1 Key Challenges Over the last 10 years, customer s trust in big business has declined rapidly. Customer have become

More information

Contact Centre Trends/ Predictions for 2015. Nicki Matakaiongo, Convergence Design Consultant

Contact Centre Trends/ Predictions for 2015. Nicki Matakaiongo, Convergence Design Consultant Contact Centre Trends/ Predictions for 2015 Nicki Matakaiongo, Convergence Design Consultant Introduction to the Contact Centre Introduction to the Contact Centre The Traditional Call Centre Skills Based

More information

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business

More information

[ know me ] A Strategic Approach to Customer Engagement Optimization

[ know me ] A Strategic Approach to Customer Engagement Optimization [ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

Customer Service Trends to Watch

Customer Service Trends to Watch 2 15 Customer Service Trends to Watch Table of Contents...... 2015 Customer Service Trends to Watch Introduction Preparing for the Future..... 2 Trend 1: Knowledge Management.... 3 Knowledge Management

More information

Social Media Technology Engages the Contact Center

Social Media Technology Engages the Contact Center tech line / jun 2012 Social Media Technology Engages the Contact Center Develop a strong technology plan to enable the people and processes to serve your social customers with excellence. By Lori Bocklund

More information

Sitel Premium Technical Support as a Strategic Imperative.

Sitel Premium Technical Support as a Strategic Imperative. White Paper. Sitel Premium Technical Support. Sitel Premium Technical Support as a Strategic Imperative. Monetizing the customer experience yields tangible return on investment. By: Chandra Venkatesan

More information

Customer experience roulette: are banks making the right investments?

Customer experience roulette: are banks making the right investments? Customer experience roulette: are banks making the right investments? A survey of banking consumers and executives. 1 Executive summary Nuance commissioned a survey of 1,000 American consumers to learn

More information

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight

Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel

More information

For ebusiness & Channel Strategy Professionals

For ebusiness & Channel Strategy Professionals Retailers Plan To Expand Online Customer Service Channels In 2010 But Disconnection Between Customer Service And Brand May Spell Trouble by Diane Clarkson with Carrie Johnson, Elizabeth Stark, and Kate

More information

Leapfrog customer experience management with omni-channel communications

Leapfrog customer experience management with omni-channel communications Leapfrog customer experience management with omni-channel communications Fast Facts on Present-day TRENDS Today s customers are empowered by the internet, social media and mobile technologies. They reach

More information

Changes in IT and Your Business are in Inevitable. Are you Ready? THE RIGHTANSWERS UNIFIED KNOWLEDGE PLATFORM IS A UNIQUE COMBINATION OF SOFTWARE,

Changes in IT and Your Business are in Inevitable. Are you Ready? THE RIGHTANSWERS UNIFIED KNOWLEDGE PLATFORM IS A UNIQUE COMBINATION OF SOFTWARE, Right Answers RightAnswers Unified Knowledge Platform The #1 Knowledge Management Solution R Answe Changes in IT and Your Business are in Inevitable. Are you Ready? THE RIGHTANSWERS UNIFIED KNOWLEDGE PLATFORM

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

Your customers are calling for Omnichannel service: Are you listening?

Your customers are calling for Omnichannel service: Are you listening? Your customers are calling for Omnichannel service: Are you listening? Michael Kropidlowski Senior Product Marketing Manager, Aspect March13, 2014 2013 Aspect Software, Inc. All rights reserved rev: Mar

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

Best Practices in Optimizing Member & Donor Engagement and Support

Best Practices in Optimizing Member & Donor Engagement and Support Best Practices in Optimizing Member & Donor Engagement and Support June 2, 2011 RightNow Technologies, Inc. Agenda and Presenters Welcome Industry Challenges Solution Overview Case Examples Question and

More information

Improve Satisfaction, Loyalty and Retention. Identify and Optimize Factors that Drive Satisfaction for Real Business Impact

Improve Satisfaction, Loyalty and Retention. Identify and Optimize Factors that Drive Satisfaction for Real Business Impact Improve Satisfaction, Loyalty and Retention Identify and Optimize Factors that Drive Satisfaction for Real Business Impact Key Benefits Improve customer service and experience Measure and improve NPS Measure

More information

Student Lifecycle Journey

Student Lifecycle Journey Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your

More information

Improving The Agent Experience Moves The Needle On Customer Satisfaction

Improving The Agent Experience Moves The Needle On Customer Satisfaction A Custom Technology Adoption Profile Commissioned by Amdocs Improving The Agent Experience Moves The Needle On Customer Satisfaction Introduction Today, the gap between customers expectations and the service

More information

Connecting the Dots on the Omnichannel Customer Journey

Connecting the Dots on the Omnichannel Customer Journey A new e-book from TeleTech for sales, marketing, and customer care leaders. Connecting the Dots on the Omnichannel Customer Journey Everybody s talking about omnichannel these days. But what is omnichannel

More information

Getting it Right: Seven Steps to Right Channeling Customer Interactions

Getting it Right: Seven Steps to Right Channeling Customer Interactions Getting it Right: Seven Steps to Right Channeling Customer Interactions A Joint Whitepaper from IntelliResponse and Oracle In seven simple steps, ebusiness, Customer Experience and Contact Center professionals

More information

Your guide to creating a customer experience program that works

Your guide to creating a customer experience program that works Your guide to creating a customer experience program that works CONTENTS Customer Love Stories The Customer Experience Challenge Create Customer Love Stories in 4 Steps Total Voice of the Customer Customer

More information

5 Steps to Building a Customer Experience Driven Contact Center ebook

5 Steps to Building a Customer Experience Driven Contact Center ebook 5 Steps to Building a Customer Experience Driven Contact Center ebook WE VE ENTERED THE AGE OF THE CUSTOMER Empowered buyers demand a new level of customer obsession Technology has evolved through a set

More information

Omni-Channel Customer Service Demands the Intelligent Contact Center

Omni-Channel Customer Service Demands the Intelligent Contact Center Omni-Channel Customer Service Demands the Intelligent Contact Center Omni-Channel Customer Service Demands the Intelligent Contact Center Table of Contents Omni-Channel Customer Service Demands the Intelligent

More information

Global Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Global Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved. Global Insights on Succeeding in the Customer Experience Era 1 Contents Introduction 3 Methodology 4 Executive Summary 6 Findings 7 Our Take 16 Industry & Regional Appendix 18 2 Introduction Today s consumers

More information

Modern Customer Care In a Multi-Channel World

Modern Customer Care In a Multi-Channel World An Oracle White Paper March 2015 Modern Customer Care In a Multi-Channel World By David Lanning, Senior CX Strategist and Jeff Griebeler, Principal Sales Consultant Executive Overview The Connected Customer

More information

Oracle Service Cloud and Oracle Field Service Cloud Accelerator

Oracle Service Cloud and Oracle Field Service Cloud Accelerator Oracle Service Cloud and Oracle Field Service Cloud Accelerator If your contact center and field service operations are still functioning as independent entities, you have new opportunities to elevate

More information

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE The Four Essentials of a Customer Experience Program www.nice.com WHERE CX PROGRAMS STUMBLE Many companies recognize the value of a customer experience (CX) program,

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

The Seven Elements of Great Social Customer Service

The Seven Elements of Great Social Customer Service The Seven Elements of Great Social Customer Service How to Win the Social Media Customer Service Challenge in The Contact Center As consumers turn in droves to social media to solve problems, share and

More information

Customer Service Best Practices Survey Results

Customer Service Best Practices Survey Results Customer Service Best Practices Survey Results Executive Summary During difficult economic times, most organizations shift their focus from acquiring new customers to retaining and growing existing customer

More information

Title. The Customer Experience Imperative

Title. The Customer Experience Imperative Delivering Positive Student Experiences Daniel Harrison Director, Higher Education - Australia Title 2007 RightNow Technologies, Inc. The Customer Experience Imperative 99% are likely to recommend your

More information

Program 7 Customer Focus. Council will be a customer focused organisation that is "Dedicated to Customers: Everyone. Everywhere.

Program 7 Customer Focus. Council will be a customer focused organisation that is Dedicated to Customers: Everyone. Everywhere. Customer Focus Program Goal Council will be a customer focused organisation that is "Dedicated to Customers: Everyone. Everywhere. Every time" Program Description As an enabling program, Customer Focus

More information

5 Tips for Productive Multi-Channel Customer Service

5 Tips for Productive Multi-Channel Customer Service 5 Tips for Productive Multi-Channel Customer Service This presentation is part of the CX Super Heroes Webinar Series Thank you for joining us. We will begin promptly at 1:00pm ET / 10:00am PT. To hear

More information

The Customer Experience: the Journey from Good to Great

The Customer Experience: the Journey from Good to Great The Customer Experience: the Journey from Good to Great Richard Snow VP & Research Director Customer Engagement Ventana Research Karina Howell Solutions Marketing Manager Interactive Intelligence, Inc.

More information

Managing the customer experience across channels -- a manager's guide

Managing the customer experience across channels -- a manager's guide E-Book Managing the customer experience across channels -- a manager's guide With numerous customer touchpoints -- including email, customer communities and other social media, text and chat -- it s crucial

More information

Improve customer experience with your call center

Improve customer experience with your call center Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible

More information

Delivering a Superior Customer Experience

Delivering a Superior Customer Experience An excerpt from the 2013 Customer Experience Management Guide Delivering a Superior Customer Experience IT S IMPORTANT TO EMPOWER YOUR AGENTS TO DO THE RIGHT THING FOR THE CUSTOMER. THEY ARE, AFTER ALL,

More information

Multichannel Customer Care

Multichannel Customer Care Multichannel Customer Care The changing landscape in customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social

More information

Delivering a Seamless Customer Experience with Multi-Channel Support. December 2011 Sumair Dutta

Delivering a Seamless Customer Experience with Multi-Channel Support. December 2011 Sumair Dutta Delivering a Seamless Customer Experience with Multi-Channel Support December 2011 Sumair Dutta Page 2 Executive Summary The ability to deliver superior customer service and support across multiple channels

More information

Essential Steps to Creating Great Customer Experiences

Essential Steps to Creating Great Customer Experiences Essential Steps to Creating Great Customer Experiences Richard Snow VP & Research Director Customer Engagement Ventana Research Karina Howell Solutions Marketing Manager Interactive Intelligence, Inc.

More information

Delivering a Seamless Customer Experience with Multi-Channel Support

Delivering a Seamless Customer Experience with Multi-Channel Support Delivering a Seamless Customer Experience with Multi-Channel Support December 2011 Sumair Dutta ~ Underwritten, in Part, by ~ Page 2 Executive Summary The ability to deliver superior customer service and

More information

Cisco Omnichannel Contact Center. The Digital Shift of Customer Service

Cisco Omnichannel Contact Center. The Digital Shift of Customer Service Cisco Omnichannel Contact Center The Digital Shift of Customer Service Cisco Omnichannel Contact Center Ahmed Zaghmouri Strategic Product Sales Specialist Customer Collaboration Customer Service has Gone

More information

Making Multi-Channel Work For You

Making Multi-Channel Work For You Making Multi-Channel Work For You Stephen Walter Solutions Consultant 1 Today s Reality 2 Social Technologies Can Bring People and Information Together "Deployed effectively, social media unleashes the

More information

The Evolving Role of Process Automation and the Customer Service Experience

The Evolving Role of Process Automation and the Customer Service Experience The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive

More information

RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT

RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT RIGHTNOW MULTI-CHANNEL CONTACT CENTER BENCHMARK REPORT Improving the Customer Experience While Reducing Operating Costs 1 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are

More information

Build An Outside-In Contact Center Road Map

Build An Outside-In Contact Center Road Map FOR: Application Development & Delivery professionals Build An Outside-In Contact Center Road Map by Art schoeller, november 20, 2012 key TakeaWays Link your Contact Center investments To The Customer

More information

Building a Multi-Channel Contact Center

Building a Multi-Channel Contact Center WHITE PAPER Building a Multi-Channel Contact Center Building a Multi-Channel Contact Center PAGE 1 Table of Contents Traditional Call Centers Evolve... The Multi-Channel Contact Center... More Focus on

More information

Chat Enhancements Optimize Customers Web Experience

Chat Enhancements Optimize Customers Web Experience Chat Enhancements Optimize Customers Web Experience Brands Realize Significant Benefits When Providing Automated Web Chat Support for Online Customers Executive Summary Chat, an effective interactive web

More information

Customer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys

Customer Experience in a Relationship Economy. Frank Sherlock Senior Vice President and Managing Director Convergys Customer Experience in a Relationship Economy Frank Sherlock Senior Vice President and Managing Director Convergys Convergys Corporation A Global Leader in Relationship Management Worldwide Capabilities

More information

empowering hr and engaging employees with affordable, easy-to-use self-service technologies

empowering hr and engaging employees with affordable, easy-to-use self-service technologies Making the Case for an Automated HR Help Desk ENGINEERED FOR PRECISION empowering hr and engaging employees with affordable, easy-to-use self-service technologies LBiSoftware.com Overview Can an automated

More information

A LEADER IN BEHAVIORAL ANALYTICS AND PIONEER IN PERSONALITY-BASED SOFTWARE APPLICATIONS

A LEADER IN BEHAVIORAL ANALYTICS AND PIONEER IN PERSONALITY-BASED SOFTWARE APPLICATIONS A LEADER IN BEHAVIORAL ANALYTICS AND PIONEER IN PERSONALITY-BASED SOFTWARE APPLICATIONS The Chemistry of Conversation Updated June 2015 www. mattersight.com Driving Significant Business Value Every time

More information

Building a Multi-Channel Contact Center

Building a Multi-Channel Contact Center WHITE PAPER Building a Multi-Channel Contact Center Table of Contents Traditional Call Centers Evolve.... 3 The Multi-Channel Contact Center... 4 More Focus on the Consumer and Customer Experience... 5

More information

Customer Experience Strategy

Customer Experience Strategy Customer Experience Strategy Contents Introduction...1 Our future...2 Commitment to our customers...3 Our values...4 What is customer experience?...6 Researching the customer experience...8 Our pathway...9

More information

2016 NICE-BCG CX SURVEY

2016 NICE-BCG CX SURVEY Partners with 2016 NICE-BCG CX SURVEY Survey Highlights NICE and BCG sponsored a survey to identify the key trends in Multi-Channel customer experience 1,704 Surveys US 698 UK 248 Australia 255 Netherlands

More information

The Age of the Customer: Focus on Retention

The Age of the Customer: Focus on Retention The Age of the Customer: Focus on Retention A 5% increase in customer retention can boost profitability 75%. Does your customer loyalty make the grade? CONTENTS Customer Lifecycle 101: Roadmap to Customer

More information

What really drives customer satisfaction during the insurance claims process?

What really drives customer satisfaction during the insurance claims process? Research report: What really drives customer satisfaction during the insurance claims process? TeleTech research quantifies the importance of acting in customers best interests when customers file a property

More information

A Quick Guide to Social Customer Service: Measure, Refine & Scale

A Quick Guide to Social Customer Service: Measure, Refine & Scale A Quick Guide to Social Customer Service: Measure, Refine & Scale Measuring how well your Social Customer Service program is working for both your customers and your business is not easy. For the last

More information

The IT Service Desk is now able to offer a new self-service facility for University staff and students.

The IT Service Desk is now able to offer a new self-service facility for University staff and students. The IT Service Desk is now able to offer a new self-service facility for University staff and students. IT Self Service lets you log your own incidents, more commonly known as calls, directly into our

More information

CRM. Engage. with. ! [Poll:] - Who works for a healthcare org? - Who works for a provider org? - Who uses "CRM" software today?

CRM. Engage. with. ! [Poll:] - Who works for a healthcare org? - Who works for a provider org? - Who uses CRM software today? Engage with CRM "Good afternoon everyone. I hope you've had a great day so far at the conference.! My name is Ed Duncan and I want to thank you for spending the end of your day with us here talking about

More information

5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace

5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace WHITE PAPER 5 Ways to Optimize Your Workforce for Customer Contact in a Social Marketplace Gaining visibility, discipline and control at every customer touch point How do organizations compete in the social

More information

Microsoft Dynamics CRM. Spring 14. Release Preview Guide. Detailing:

Microsoft Dynamics CRM. Spring 14. Release Preview Guide. Detailing: Microsoft Dynamics CRM Release Preview Guide Spring 14 Detailing: Microsoft Dynamics CRM 2013 SP1 Microsoft Dynamics CRM Online Spring 14 Microsoft Dynamics Marketing Microsoft Social Listening Parature

More information

Premium Technical Support as a Strategic Imperative

Premium Technical Support as a Strategic Imperative Premium Technical Support as a Strategic Imperative Monetizing the customer experience yields tangible return on investment. By: Dinesh Pai Senior Vice President Global Premium Tech Support Sitel Global

More information

Reaching Customers Across Multiple Channels

Reaching Customers Across Multiple Channels Leading Provider of Cloud-Based Customer Experience Solutions Relies on Integrated, Modular WSO2 Middleware to Speed the Delivery of Services that Enhance User Engagement Businesses recognize that brand

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE REDEFINING CUSTOMER CONTACT

SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE REDEFINING CUSTOMER CONTACT SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE REDEFINING CUSTOMER CONTACT SURVIVING CHRISTMAS WITH CIRRUS A GUIDE FOR RETAILERS AND ECOMMERCE CIRRUS is a cloud based contact centre

More information

Customer Experience Management and the Insurance Provider A Blueprint for Online & Multi-Channel Engagement

Customer Experience Management and the Insurance Provider A Blueprint for Online & Multi-Channel Engagement I R K n o w l e d g e S e r i e s August 2009 Customer Experience Management and the Insurance Provider A Blueprint for Online & Multi-Channel Engagement Insurers that fail to exploit a web site as an

More information

CRM Strategies for the Social Customer

CRM Strategies for the Social Customer CRM Strategies for the Social Customer TABLE OF CONTENTS The Social Customer Revolution.. 4 Revolutionize Your CRM.....8 How to Effectively Develop and Execute a Social CRM Strategy......14 CHAPTER 1 THE

More information

See What's Coming in Oracle Service Cloud

See What's Coming in Oracle Service Cloud bu See What's Coming in Oracle Service Cloud Release Content Document August 2015 TABLE OF CONTENTS ORACLE SERVICE CLOUD AUGUST RELEASE OVERVIEW... 3 WEB CUSTOMER SERVICE... 4 Oracle Service Cloud Community

More information

The Autonomous Customer 2015: On-hold for Intelligent Customer Service - Global

The Autonomous Customer 2015: On-hold for Intelligent Customer Service - Global The Autonomous Customer 2015: On-hold for Intelligent Customer Service - Global 1 Contents Autonomous Customer 2015 Global - Introducing the Autonomous Customer & Methodology 3 - Summary Global and Country

More information

Transforming Back Office Efficiency: Five Steps to Peak Performance

Transforming Back Office Efficiency: Five Steps to Peak Performance Transforming Back Office Efficiency: Five Steps to Peak Performance TABLE OF CONTENTS Introduction...1 Complexity Beyond the Contact Center...1 The Back Office Opportunity... 2 Five Steps to Peak Back

More information

The Contact Center: Low-Cost Driver or Strategic Differentiator?

The Contact Center: Low-Cost Driver or Strategic Differentiator? The Contact Center: Low-Cost Driver or Strategic Differentiator? Prepared by: Telerx 723 Dresher Road Horsham, PA 19044 1.800.2TELERX www.telerx.com Contact center work has historically been viewed as

More information

6 Elements of an Omnichannel Management Strategy

6 Elements of an Omnichannel Management Strategy 6 Elements of an Omnichannel Management Strategy By: Rob McDougall Upstream Works Software New channels of customer communication are exponentially increasing the complexity of managing the customer s

More information

The Cross Channel Customer Experience. Challenges, Trends, and Gaps in Customer Expectations Across 16 Key Economies

The Cross Channel Customer Experience. Challenges, Trends, and Gaps in Customer Expectations Across 16 Key Economies The Cross Channel Customer Experience Challenges, Trends, and Gaps in Customer Expectations Across 16 Key Economies March 21 Executive Summary Snapshot of Key Findings by the Numbers: 9 44 29 Percent of

More information

Drive More Valuable Customer Experience With Proactive Engagement Across the Life Cycle

Drive More Valuable Customer Experience With Proactive Engagement Across the Life Cycle Drive More Valuable Customer Experience With Proactive Engagement Across the Life Cycle Sheryl Kingstone, Director, skingstone@yankeegroup.com All Businesses Struggle With Addressing Complex Customer Journeys

More information

WAYS TO IMPROVE CX PLATFORMS

WAYS TO IMPROVE CX PLATFORMS 8 ENLIGHTENING WAYS TO IMPROVE CX ON MULTI CHANNEL PLATFORMS Developing multi-channel management to improve customer experience across the whole business is one of the main pain points for companies in

More information