Customer Service Strategy Guide: Customer Experience for the Millennial Generation

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Customer Service Strategy Guide: Customer Experience for the Millennial Generation"

Transcription

1 Customer Service Strategy Guide: Customer Experience for the Millennial Generation

2 Introduction The millennials are coming, and few businesses are prepared. For the purposes of this paper, the millennial generation also known as Gen Y includes those born between 1982 and 2001 (numbering approximately 80 million individuals in the U.S. alone). This generation outnumbers the baby boomers and is just entering the workforce now, while the bulk of the group will reach adulthood in the next decade. Their use of technology is one of the defining characteristics of this generation. In fact, Gartner refers to them as digital natives because technology is embedded in their lives. They have truly never known life without the Internet and mobile phones. The impact of the millennial generation has already been felt in the social networking and Web 2.0 sites that are changing the online world extending well beyond their own generational group to the online world at large. This group has been a driving force behind the widespread adoption of the Apple iphone and ipod, and it is clear that their impact will continue to be felt as they flex their growing purchasing power in the coming decade. The question for most businesses is: What does this generation expect, and how can we respond? To help answer that question, the Economist Intelligence Unit surveyed C-level and senior executives around the world about their perspectives on this generation, with a focus on long-term customer relationships, and 164 participants from 19 industry sectors responded. The results of the study (available at: Q3/ECGG/thankyou.html) have interesting implications for how businesses should manage customer interactions with this generation. The millennials, Gen Y, the digital natives whatever the term constitute a very different kind of workforce than the boomer generation now retiring. This paper discusses specific customer experience strategies that companies can employ to address the unique needs of the millennial generation today, while their influence is on the rise. Customer Service Strategy Guide > Customer Experience for the Millennial Generation page 2

3 The Customer Experience Opportunity Before discussing specific strategies, we should first answer the question of why now? Why not wait until the millennials represent a bigger part of your customer base? Why not wait until you see what your competitors are doing, and then follow suit? There are several compelling reasons to start defining and implementing customer experience strategies now, rather than later. The millennial generation has significant and growing purchasing power. As they continue to enter the workforce, the influence and impact of this generation will only increase. Research shows that, although many businesses recognize the unique needs of this customer segment, few are taking steps to address those needs which presents an opportunity for those willing to differentiate themselves. Peer recommendation and word-of-mouth are more important to this generation than traditional factors such as brand and corporate reputation. Loyalty gained with this group can lead to advocacy and growing market share, with the potential for long-term relationships. The influence of the millennial generation extends beyond their demographic. Social networking and Web 2.0 were driven by this group, but now widely adopted by many ages, including older CEOs who now blog on their corporate Web sites. Therefore, the steps you take to meet the millennials needs will help you with your larger customer base as well. Customer Service Strategy Guide > Customer Experience for the Millennial Generation page 3

4 Customer Experience Strategies for the Millennial Generation The customer experience strategies outlined below derive from the unique attributes of this generation, as revealed in the Economist Intelligence Unit research and collaborated by major analysts such as Forrester and Gartner. The research shows that this generation is motivated by a number of factors: Convenience, particularly in terms of the technologies that they use as part of their daily lives. Style: consider the popularity of Apple s iphone and ipod products when compared with other music players and mobile phones. Style clearly matters. Peer recommendations. In other words, according to the research, the driving factors for this generation are convenience, community, and cool. These factors hold both good news and bad news for businesses. The good news is that you don t have to compete on price alone. In many cases, millennials are willing to pay for more convenience or quality of experience. And if you get it right, peer recommendations work in your favor. The bad news is that if you get it wrong, peer recommendations work against you. This generation has high expectations for service and little tolerance for delays, inconvenience, or wrong answers. With this basic understanding, let s look at a series of strategies that you can start implementing today to support optimal customer interactions with the millennial generation. Any business can build on these strategies, regardless of its current methods and technologies for managing customer experiences. Convenience Style and taste Peer recommendation Accessibility or portability Brand Company reputation Customer experience interacting with the company Familiarity with the product or service Warranty and guarantee coverage 80% 70% 60% 50% 40% 30% 20% 10% Figure 1: Percentage of executives that believe the following factors are more important in driving purchasing and service decisions among millennials than other demographic groups Source: Maturing with the Millennials: Are organisations prepared for the millennial consumer? An Economist Intelligence Unit survey results report The Economist Intelligence Unit Ltd. All rights reserved. [Whilst every effort has been taken to verify the accuracy of this information, neither The Economist Intelligence Unit Ltd. nor its affiliates can accept any responsibility or liability for reliance by any person on this information.] Price 0% Customer Service Strategy Guide > Customer Experience for the Millennial Generation page 4

5 Strategies: Strategy 1: Get the customer to the right resource, the first time Given the high expectations of this group, the first and most important step is to make sure you offer customer-centered, superior service. Customer-centric routing strategies should be employed to match customers with those agents or individuals who can best meet their needs, no matter how or when the customer contacts you. When a customer interacts with your business, they should reach an agent that has instant access to their information and the right skill set to address their needs. If the customer follows up on the same issue, they should be connected with the same agent again, if possible. And, if that agent is unavailable, any other agent who then interacts with the customer should have full, ready access to the customer s information, without requiring the customer to repeat and retrace their steps. Strategy 2: Support the channels that the customer uses This is the digital native generation, who have grown up with technology and integrated it into their daily lives and interactions. They don t want to have to wait on hold to interact with your business. They expect to be able to use non-voice channels, including , SMS, chat, or video. Armed with smart phones and WiFi access, they may browse a site, send a text, or simply call. For example, these customers may want to use text chat for simple questions, phone for deeper dialogue, and co-browse for visual assistance. Research shows that most businesses today expect to interact with customers in person in a storefront, over the phone, or perhaps by . You can differentiate yourselves, and better serve the millennial customer base, by extending your customer interaction environment to support Internet and multimedia channels, and to let them choose which channel to use when contacting your business. Non real-time channels, such as , can actually help your business better manage traffic and outcomes by shifting resource allocations between channels based on traffic, which may support the customer s need for instant gratification. Strategy 3: Be consistent, no matter which channel you use It is not enough to offer multiple channels you have to make sure that the customer experience is consistent across those channels. Millennials are comfortable with technology and will select the channel that makes the most sense at a specific time. This means that they may call in or initiate a chat session online, then follow-up by and expect a text message in response, but their overall customer experience should remain consistent. Customer Service Strategy Guide > Customer Experience for the Millennial Generation page 5

6 Strategies: Customer communications should not be siloed between the different channels, so you will need to make sure that your customer contact environment passes records consistently between agents and across channels, and that the same business logic applies to contact routing across channels. Customer relationship processes must be able to continue a dialogue across channels, even when a customer switches channels in the midst of a long, live transaction. This requires an environment that is highly integrated across Internet and multimedia channels in addition to traditional voice, with consistent business rules across all the channels. Strategy 4: Personalize the customer experience Customization is important to the millennial generation; nearly 40% of the executives surveyed think that they should give customers greater choice in designing their products. A similar strategy should apply to the customer support experience. For example, Proactive Contact Management lets customers sign up for notifications and choose their preferred interaction method (SMS, , etc.). Give them several options for interacting with agents, and offer relevant, real-time recommendations based on the customer s specific background, Web behavior, and history of accepting/rejecting cross-sell or up-sell offers. Strategy 5: Let customers help themselves, too Convenience is important to this generation. Offering self-service options lets customers select whether to complete a request on their own or interact with an agent. Well-designed and integrated self-service options can be convenient for the customer and a cost saving for you. Self-service can also provide the customer with instant gratification for their request or question, and self-service options help you manage spikes in traffic for a more consistent experience for all customers. Strategy 6: Give them access to experts Millennials are technically savvy and expect to get the right answers, quickly. When specific requests require specialized agent skills, you should connect the customer promptly to the person with the right capabilities. By implementing branch, remote, and expert agent integration, your business can connect customers with the right resources, no matter where they reside in the business, for better and faster customer service. Customer Service Strategy Guide > Customer Experience for the Millennial Generation page 6

7 Strategies: Less important < > More Important 80% 70% 60% 50% 40% 30% 20% Strategy 7: Learn from them Millennials will allow companies/suppliers to observe their behavior as customers. The companies that will be most successful with this group are those that listen and learn from them. Enhance your customer contact environment with a reporting and analytics environment that lets you: Analyze the customer experience over time, tracking trends as they emerge. Analyze and monitor the customer experience in real time identifying bottlenecks or resource problems that may affect the customer experience and shifting resources accordingly. Online support support Support using corporate blogs Support with wireless text messaging Support with new clinics, seminars or tutorials on specific subjects In-office/ In-home support In-store support Telephone support 10% 0% -10% Figure 2: What tools will companies need to support millennials in the near future? (Net percentage of group opinion over the next three years.) Source: Maturing with the Millennials: Are organisations prepared for the millennial consumer? An Economist Intelligence Unit survey results report The Economist Intelligence Unit Ltd. All rights reserved. [Whilst every effort has been taken to verify the accuracy of this information, neither The Economist Intelligence Unit Ltd. nor its affiliates can accept any responsibility or liability for reliance by any person on this information.] Strategy 8: Adapt and orchestrate the customer experience Based on what you learn from analysis and reporting, you ll need to constantly adjust and refine the customer experience aligning customers with the right resources, based on customer intelligence and real-time insight. If your customer experiences are driven by business rules and customer intelligence, then you can adapt and change the experience based on evolving needs and trends. The infrastructure supporting customer experience should be able to orchestrate the customer experience in real time and over time. Customer Service Strategy Guide > Customer Experience for the Millennial Generation page 7

8 Conclusion This white paper has explored what the millennial generation expects when it comes to the customer experience, and describes how businesses can respond. It is important for companies to prepare now, as the millennials will increasingly be flexing their growing purchasing power in the years to come. What s more, the millennial generation is changing customer expectations beyond their own demographic witness the widespread uptake of the ipod, iphone, and social networking across the generational divide. Therefore, the steps that you take today to better serve the millennial generation will pay off in the long run by helping you to better serve all of your customers. The strategies outlined above will increase the loyalty of the millennial generation, and also help to satisfy your wider customer base, by creating a business environment that responds in real time to optimize customer service. All of the strategies described are based on core capabilities within the Genesys platform to orchestrate the customer experience, and each can be added gradually and incrementally to your existing customer environment. The bottom line? Addressing the needs of the millennial generation today will give your company new ways to interact with and serve customers while reducing internal costs which will future-proof your business and provide a competitive advantage. Genesys Worldwide Genesys, an Alcatel-Lucent company, is the world s leading provider of contact center and customer service management software with more than 4,000 customers in 80 countries. Genesys software directs more than 100 million interactions every day, dynamically connecting customers with the right resources self-service or assisted-service to fulfill customer requests, optimize customer care goals and efficiently use agent resources. Genesys helps organizations drive contact center efficiency, stop customer frustration and accelerate business innovation. For more information visit: or call GENESYS or v.1 10/08-U.S. Americas Corporate Headquarters Genesys 2001 Junipero Serra Blvd. Daly City, CA USA Tel: Fax: Europe, Middle East, Africa EMEA Headquarters Genesys House Frimley Business Park Frimley Camberley Surrey GU16 7SG United Kingdom Tel: Fax: Asia Pacific APAC Headquarters Genesys Laboratories Australasia Pty Ltd Level 17, 124 Walker Street North Sydney NSW 2060 Australia Tel: Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be registered trademarks or trademarks of their respective companies and are hereby recognized Genesys Telecommunications Laboratories, Inc. All rights reserved.

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

Building and Measuring Business Value:

Building and Measuring Business Value: Business White Paper Building and Measuring Business Value: Customer Satisfaction Surveys April 2008 Table of Contents 3 Introduction 3 The Need for Insight 3 The Right Measurement Tool 4 Survey Dimensions

More information

The Cost of Poor Customer Service. The Economic Impact of the Customer Experience and Engagement in 16 Key Economies

The Cost of Poor Customer Service. The Economic Impact of the Customer Experience and Engagement in 16 Key Economies The Cost of Poor Customer Service The Economic Impact of the Customer Experience and Engagement in 16 Key Economies November 2009 Executive Summary Snapshot of Key Findings by the Numbers: USD$338.5 Billion

More information

Success Story: Banking & Financial Services. Bank Pekao S.A. Cover

Success Story: Banking & Financial Services. Bank Pekao S.A. Cover Success Story: Banking & Financial Services Bank Pekao S.A. Cover Page 2 www.pekao.com.pl Industry Sector... Banking & Financial Services Part of UniCredit Group a leader in Central and Eastern Europe

More information

2007 Executive Survey Report: Insights Into Optimizing Contact Center Performance

2007 Executive Survey Report: Insights Into Optimizing Contact Center Performance 2007 Executive Survey Report: Insights Into Optimizing Contact Center Performance A global overview of how contact centers around the world optimize efficiency, revenue and customer satisfaction Introduction

More information

Customer Experience: Essential Requirements for Company Profitability and Competitive Success

Customer Experience: Essential Requirements for Company Profitability and Competitive Success Customer Experience: Essential Requirements for Company Profitability and Competitive Success By Dr. Natalie Petouhoff TABLE OF CONTENTS Executive Summary...1 Economic Imperative of Focusing on the Customer

More information

Using Web 2.0 to Drive Exceptional Customer Experiences

Using Web 2.0 to Drive Exceptional Customer Experiences Business White Paper Using Web 2.0 to Drive Exceptional Customer Experiences Table of Contents Introduction... 1 Be Where Your Customers Are: The Need for a Multi-Channel Strategy...2 Recognize and Remember

More information

A Business White Paper. Why Hosted? Go Beyond the Traditional Contact Center

A Business White Paper. Why Hosted? Go Beyond the Traditional Contact Center A Business White Paper Why Hosted? Go Beyond the Traditional Contact Center August 2008 Why Hosted: Go Beyond the Traditional Contact Center Table of Contents 3 Executive Summary 4 The Hosted Contact Center

More information

Operational Performance Management: Aligning the Customer Experience with Corporate Goals

Operational Performance Management: Aligning the Customer Experience with Corporate Goals Business White Paper Operational Performance Management: Aligning the Customer Experience with Corporate Goals Table of Contents Introduction... 1 Customer Service Delivery Challenges... 2 Beyond Measurement:

More information

Leveraging the Best of the Contact Center Across the Enterprise

Leveraging the Best of the Contact Center Across the Enterprise Analyst White Paper Leveraging the Best of the Contact Center Across the Enterprise Table of Contents Introduction... 1 Before Contact Centers... 2 Contact Center Attributes Worthy of Replication... 2

More information

Success Story: Financial Services. DnB NOR

Success Story: Financial Services. DnB NOR Success Story: Financial Services DnB NOR Success Story > Financial Services > DnB NOR page 2 At a Glance DnB NOR www.dnbnor.com Industry: Financial Services Number of Employees: 11,000 staff across 200

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

Proactively Increasing Your Online Sales

Proactively Increasing Your Online Sales Proactively Increasing Your Online Sales TABLE OF CONTENTS Executive Summary...1 The Problem with Online Sales...1 Best Practices to Increase Online Sales...3 Executive Summary Selling online is more than

More information

Success Story: Business Process Outsourcing. Optimus

Success Story: Business Process Outsourcing. Optimus Success Story: Business Process Outsourcing Optimus Page 2 Optimius Global Services Ltd. Subsidiary of Polaris Software Lab www.optimus.co.in Industry...Business Process Outsourcing Call Centers........

More information

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high

More information

Dynamic Customer Engagement: Rising to the Customer Service Challenge

Dynamic Customer Engagement: Rising to the Customer Service Challenge Customer Service Strategy Guide Dynamic Customer Engagement: Rising to the Customer Service Challenge Customer Service Strategy Guide: Dynamic Customer Engagement: Rising to the Customer Service Challenge

More information

Genesys SIP. Highlights

Genesys SIP. Highlights Genesys SIP The Genesys SIP solution greatly simplifies and reduces the cost of operating a dynamic customer service operation by overlaying or replacing your existing contact center infrastructure to

More information

Customer Service Strategies for the Retail Banking Industry

Customer Service Strategies for the Retail Banking Industry Industry Strategy Guide North America Region Customer Service Strategies for the Retail Banking Industry Customer Service Strategies for the Retail Banking Industry Table of Contents 3 Introduction 4 The

More information

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience 10 Steps to a Multichannel Strategy and an Exceptional Customer Experience Jesús Hoyos CRM industry analyst and advisor Brad Herrington Principal Solutions Architect Interactive Intelligence, Inc. Contents

More information

How-to Guide: Top Ways to Improve Contact Center Performance

How-to Guide: Top Ways to Improve Contact Center Performance Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship

More information

Strategies to Improve the Customer Experience 3eBook

Strategies to Improve the Customer Experience 3eBook Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:

More information

The digital future for insurance.

The digital future for insurance. Digital transformation can help you tame the perfect storm. The digital future for insurance. Following the 2008 financial crisis, the insurance sector has faced tighter regulation, which has made it harder

More information

Contact Center Trends and Future

Contact Center Trends and Future Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated

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

Boosting Customer Loyalty and Bottom Line Results

Boosting Customer Loyalty and Bottom Line Results Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center TABLE OF CONTENTS Meeting Today s Customer Expectations...1 Customer Service is an Ongoing Experience...2

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

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

SOCIAL MEDIA IN GOVERNMENT: BEST PRACTICES FROM SUCCESSFUL AGENCIES

SOCIAL MEDIA IN GOVERNMENT: BEST PRACTICES FROM SUCCESSFUL AGENCIES SOCIAL MEDIA IN GOVERNMENT: BEST PRACTICES FROM SUCCESSFUL AGENCIES TABLE OF CONTENTS Introduction: Who s online?...1 Social Media in Government: What are your objectives?...1 Improving efficiency and

More information

Genesys Social. The New Social Engagement Imperative

Genesys Social. The New Social Engagement Imperative Genesys Social Engagement The New Social Engagement Imperative There s no getting around it customers today are talking about your business on social media either hoping to interact with you directly,

More information

Solution Ought to be Delivering

Solution Ought to be Delivering October 2008 Six Essential Capabilities your Workforce Management Solution Ought to be Delivering Optimize Contact Center Performance Table of contents Executive Summary...3 Workforce Management Today...4

More information

Voice of the Customer: How to Move Beyond Listening to Action Merging Text Analytics with Data Mining and Predictive Analytics

Voice of the Customer: How to Move Beyond Listening to Action Merging Text Analytics with Data Mining and Predictive Analytics WHITEPAPER Voice of the Customer: How to Move Beyond Listening to Action Merging Text Analytics with Data Mining and Predictive Analytics Successful companies today both listen and understand what customers

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

Customer Service Strategies for the Retail Banking Industry

Customer Service Strategies for the Retail Banking Industry Industry Strategy Guide EMEA Region Customer Service Strategies for the Retail Banking Industry Customer Service Strategies for the Retail Banking Industry Table of Contents 3 Introduction 4 The Key Challenges

More information

Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service

Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service Software and hardware are only valuable because they work as a system * *Carl Shapiro, Harvard

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

A report from the Economist Intelligence Unit. Views from the C-suite Who s big on BIG DATA? Sponsored by

A report from the Economist Intelligence Unit. Views from the C-suite Who s big on BIG DATA? Sponsored by A report from the Economist Intelligence Unit Views from the C-suite Who s big on BIG DATA? Sponsored by Executive summary The way that big data pervades most organisations today creates a dynamic environment

More information

Mobile Marketing Best Practices

Mobile Marketing Best Practices Mobile Marketing Best Practices TABLE OF CONTENTS Why Mobile Marketing...1 Creating a Solid Foundation...2 Executing Effectively...3 Tackling Advanced Tactics...4 Next Steps...5 About Genesys...5 Why Mobile

More information

COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTERS

COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTERS COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTERS TABLE OF CONTENTS Are You Paying Too Much Running Your Contact Center?...1 Market Trend: IP Migration Reduces Contact Center Overhead

More information

Improving customer relationships

Improving customer relationships White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.

More information

Genesys Inbound Voice

Genesys Inbound Voice Genesys Inbound Voice Contact Center Software Genesys Inbound Voice segments customers, monitors agent availability, knows agent skill set and delivers the customer to the right agent the first time, regardless

More information

Genesys Care Mobile Application. User Guide

Genesys Care Mobile Application. User Guide Genesys Care Mobile Application User Guide Version 2.8 August 2014 Genesys Care Mobile App User Guide Page 2 Table of Contents 1 Introduction... 3 2 Installation and Login... 3 3 Application Usage Overview...

More information

Achieving customer loyalty with customer analytics

Achieving customer loyalty with customer analytics IBM Software Business Analytics Customer Analytics Achieving customer loyalty with customer analytics 2 Achieving customer loyalty with customer analytics Contents 2 Overview 3 Using satisfaction to drive

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

Best Practices for Chat Deployments

Best Practices for Chat Deployments Best Practices for Chat Deployments With Oracle Chat Cloud Service INTRODUCTION The popularity of chat continues to grow in dramatic fashion, but there is still a disparity between what organizations are

More information

Digital Marketing Budgets Increase, Reflecting Focus on Customer Experience

Digital Marketing Budgets Increase, Reflecting Focus on Customer Experience G00255396 Digital Marketing Budgets Increase, Reflecting Focus on Customer Experience Published: 9 January 2014 Analyst(s): Laura McLellan Gartner's Digital Marketing Spending Survey shows that digital

More information

The Broadening of Contact Centers Horizons

The Broadening of Contact Centers Horizons The Broadening of Contact Centers Horizons Genesys One Table of contents Why Contact Centers are the Life Blood of Companies?...1 Your Contact Center and You...1 Mapping the Contact Center of the Future...2

More information

Customer Service Strategies for the Insurance Industry

Customer Service Strategies for the Insurance Industry Industry Strategy Guide North America Region Customer Service Strategies for the Insurance Industry Customer Service Strategies for the Insurance Industry Table of Contents 3 Introduction 4 The Key Challenges

More information

An Oracle White Paper April 2011. Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers

An Oracle White Paper April 2011. Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers An Oracle White Paper April 2011 Mobile Trends: Consumer Views of Mobile Shopping and Mobile Service Providers Introduction Mobile commerce, in all its forms, is growing exponentially. U.S. consumers of

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

CUSTOMER SERVICE ACCELERATOR

CUSTOMER SERVICE ACCELERATOR CUSTOMER SERVICE ACCELERATOR DELIVER A RICHER EXPERIENCE ACROSS ALL CHANNELS DELIVER A RICHER EXPERIENCE ACROSS ALL CHANNELS Deliver Superior Customer Service Reduce Costs Enhance Customer Relationships

More information

Contextualized E-Commerce: The key to an optimized e-commerce channel. www.coremedia.com

Contextualized E-Commerce: The key to an optimized e-commerce channel. www.coremedia.com Business Solutions Guide: contextualized e-commerce www.coremedia.com Contextualized E-Commerce: The key to an optimized e-commerce channel CoreMedia Business Solutions Guides are intended for operational

More information

real-time revenue management

real-time revenue management real-time revenue management Today has been another challenging day. This morning, my manager asked me to close down V class availability in August (apparently increasing average yield is the current management

More information

Designing and Delivering Customer Journeys

Designing and Delivering Customer Journeys An egain White Paper Designing and Delivering Customer Journeys 10 Steps to Delight 2015 egain Corporation. All rights reserved. It s the age of the empowered, multichannel consumer. Armed with multiple

More information

5 Critical Requirements for a Future-Ready Contact Center ebook

5 Critical Requirements for a Future-Ready Contact Center ebook 5 Critical Requirements for a Future-Ready Contact Center ebook IS YOUR CONTACT CENTER FUTURE-READY? How to Deliver an Effortless Customer Experience (CX) Across Multiple Channels It may not be a comfortable

More information

Customer Engagement: Rising to the Customer Service Challenge. Business Solution Brochure

Customer Engagement: Rising to the Customer Service Challenge. Business Solution Brochure Customer Engagement: Rising to the Customer Service Challenge Business Solution Brochure Customer Engagement: Rising to the Customer Service Challenge / page 2 Companies today are being forced to re-think

More information

Serving the Millennial Generation This social media savvy, techno-dependent generation of consumers is a game-changing force for contact centers.

Serving the Millennial Generation This social media savvy, techno-dependent generation of consumers is a game-changing force for contact centers. superior service / feb 2013 Serving the Millennial Generation This social media savvy, techno-dependent generation of consumers is a game-changing force for contact centers. By Guillermo Valiente, TELUS

More information

KEY BENEFITS OF CONTACT CENTER AUTOMATION

KEY BENEFITS OF CONTACT CENTER AUTOMATION VIRTUAL CONTACT CENTERS DRIVE COST REDUCTIONS, STRATEGIC FLEXIBILITY An ever-present requirement to cut the costs and complexity of disparate telephony platforms, combined with a desire to meld integrated

More information

BUSINESS WHITE PAPER. Contextual e-commerce: The key to an optimized e-commerce channel. www.coremedia.com

BUSINESS WHITE PAPER. Contextual e-commerce: The key to an optimized e-commerce channel. www.coremedia.com BUSINESS WHITE PAPER Contextual e-commerce: The key to an optimized e-commerce channel www.coremedia.com BUSINESS WHITE PAPER THE CONTEXTUAL JOURNEY Today s online customers are empowered like never before,

More information

Agenda Overview for Marketing Management, 2015

Agenda Overview for Marketing Management, 2015 G00270720 Agenda Overview for Marketing Management, 2015 Published: 18 December 2014 Analyst(s): Richard Fouts Increased participation in strategic business decisions and an evolving organization put new

More information

Embrace Virtual Assistants as Part of a Holistic Web Customer Service Strategy

Embrace Virtual Assistants as Part of a Holistic Web Customer Service Strategy Research Publication Date: 19 August 2010 ID Number: G00205618 Embrace Virtual Assistants as Part of a Holistic Web Customer Service Strategy Johan Jacobs Customers are insisting on multiple methods to

More information

[ know me ] A Strategic Approach to Customer Engagement Optimisation

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

More information

TODAY S CHANGING CUSTOMER

TODAY S CHANGING CUSTOMER BUSINESS PROCESS SOLUTIONS FOR CUSTOMER-CENTRIC TRANSFORMATIONS TODAY S CHANGING CUSTOMER The Age of the Customer has introduced new pressures and challenges that are forcing organisations like yours to

More information

The case for Centralized Customer Decisioning

The case for Centralized Customer Decisioning IBM Software Thought Leadership White Paper July 2011 The case for Centralized Customer Decisioning A white paper written by James Taylor, Decision Management Solutions. This paper was produced in part

More information

Executive Summary. Customer Service Experience Study (Wave II) Answering Two Key Questions. June 2014

Executive Summary. Customer Service Experience Study (Wave II) Answering Two Key Questions. June 2014 Executive Summary Customer Service Experience Study (Wave II) June 2014 Authored by Joe Staples Chief Marketing Officer Interactive Intelligence, Inc. Thomas Bailey Content Editor Interactive Intelligence,

More information

How an Omnichannel Agent Desktop Helps Your Employees Personalize Customer Service. ebook

How an Omnichannel Agent Desktop Helps Your Employees Personalize Customer Service. ebook How an Omnichannel Agent Desktop Helps Your Employees Personalize Customer Service ebook INTRODUCTION The secrets of contact center success, simply put, are: Generate more revenue. Keep expenses low. Make

More information

Seven Steps for Delivering Next-Generation Digital Customer Service. ebook

Seven Steps for Delivering Next-Generation Digital Customer Service. ebook Seven Steps for Delivering Next-Generation Digital Customer Service ebook THE DIGITAL IMPERATIVE Websites and mobile apps are two significant sources of revenue and brand visibility for businesses today.

More information

Winning with Emerging CRM Channels. An Ovum White Paper

Winning with Emerging CRM Channels. An Ovum White Paper Winning with Emerging CRM Channels An Ovum White Paper Introduction If there has been one constant over the past five years, it is the shift in how consumers interact not just with each other, but how

More information

Smart Mobility Platform for Retailers

Smart Mobility Platform for Retailers Solution Brief Smart Mobility Platform for Retailers Drive Traffic, Loyalty, and Sales with Effective, Easy-to-Manage Mobility Solutions At A Glance Aerohive solutions for retail provide a range of mobility

More information

How Emerging Trends are Affecting Contact Center Operations

How Emerging Trends are Affecting Contact Center Operations WHITE PAPER How Emerging Trends are Affecting Contact Center Operations How Emerging Trends are Affecting Contact Center Operations PAGE 1 CONTENTS History of Contact Centers... Unified Communications

More information

Taking the Insurance Customer Experience to the Next Level

Taking the Insurance Customer Experience to the Next Level Taking the Insurance Customer Experience to the Next Level Managing the Omni-Channel Insurance Customer TABLE OF CONTENTS Executive Summary...1 Increasing Insurance Sales...2 Improving Insurance Claims

More information

Transforming the Store Experience with Cisco Retail Solutions

Transforming the Store Experience with Cisco Retail Solutions Transforming the Store Experience with Cisco Retail Solutions A key goal for today s retailer is to become a true omnichannel business. Crossing the boundaries of digital and physical retail environments,

More information

Vodafone Red Paper Getting closer to your customers Issues Change Solution

Vodafone Red Paper Getting closer to your customers Issues Change Solution Issues Change Solution How to get closer to your customers Communicating with customers on their terms Every channel available The Internet enables easier comparison of companies, particularly of price,

More information

Data quality and predictive analytics. An Experian Data Quality white paper

Data quality and predictive analytics. An Experian Data Quality white paper Data quality and predictive analytics An Experian Data Quality white paper Data quality and predictive analytics Overview Customers have more options today than ever before. For example, they can shop

More information

A Business White Paper. The Dynamic Contact Center

A Business White Paper. The Dynamic Contact Center A Business White Paper The Dynamic Contact Center The Dynamic Contact Center Table of Contents 1 Introduction 1 Greater Recognition = Greater Challenges 3 Using the Three Levers to Optimize Contact Center

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

Best Practices Brochure. Optimizing Multichannel Environments Improve the Customer Experience and Profitability

Best Practices Brochure. Optimizing Multichannel Environments Improve the Customer Experience and Profitability Best Practices Brochure Optimizing Multichannel Environments Improve the Customer Experience and Profitability The Right Channel Shifting customer service to lower-cost channels is necessary to maintain

More information

A consumer research study commissioned by ATG

A consumer research study commissioned by ATG Live Help: Global Consumer Views & Trends Live Voice and Live Chat A consumer research study commissioned by ATG ATG Research Report March 2010 Survey Background ATG commissioned research across four international

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

Consumers want conversational virtual assistants.

Consumers want conversational virtual assistants. Consumers want conversational virtual assistants. Research Now study reveals insights into virtual assistants usage and preferences. 1 Table of contents 1 Survey says... / p2 2 Speak easy: how conversational

More information

An Oracle White Paper October 2011. Improving the Customer Experience by Replacing Enterprise Search with Enterprise Knowledge Management

An Oracle White Paper October 2011. Improving the Customer Experience by Replacing Enterprise Search with Enterprise Knowledge Management An Oracle White Paper October 2011 Improving the Customer Experience by Replacing Enterprise Search with Enterprise Knowledge Management Executive Overview To help users of their Websites find answers

More information

COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTRES

COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTRES COMPARING THE TOTAL COST OF OWNERSHIP OF TDM AND SIP CONTACT CENTRES TABLE OF CONTENTS Are You Paying Too Much Running Your Contact Centre?...1 Market Trend: IP Migration Reduces Contact Centre Overhead

More information

Call Center Transformation. Create more profitable, value-added customer engagements by adding insight and efficiency to every call.

Call Center Transformation. Create more profitable, value-added customer engagements by adding insight and efficiency to every call. Call Center Transformation Create more profitable, value-added customer engagements by adding insight and efficiency to every call. Capitalize on your customers undivided attention. Now you can grow revenue

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

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

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE ebook ADOPTION OF SOCIAL CUSTOMER CARE JUMPS What Department Owns Social Media Engagement? The debate over which internal department owns social media continues

More information

Five Ways to Satisfy Both Business and User Demands for IT Service

Five Ways to Satisfy Both Business and User Demands for IT Service Five Ways to Satisfy Both Business and User Demands for IT Service Evaluating IT Service Performance in the New Normal Executives have known for some time that the new normal of the business landscape,

More information

A Business White Paper. Integrating Web and Multimedia Interactions within the Contact Center

A Business White Paper. Integrating Web and Multimedia Interactions within the Contact Center A Business White Paper Integrating Web and Multimedia Interactions within the Contact Center Integrating Web and Multimedia Interactions within the Contact Center Table of Contents 1 Executive Summary

More information

Interactive Intelligence

Interactive Intelligence Interactive Intelligence Customer Service Experience Study (Wave II) by Joe Staples Chief Marketing Officer Interactive Intelligence, Inc. and Thomas Bailey Content Editor Interactive Intelligence, Inc.

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

Driving loyalty and new customer acquisition with virtual assistants

Driving loyalty and new customer acquisition with virtual assistants Driving loyalty and new customer acquisition with virtual assistants How companies can address evolving consumer expectations for mobile and Web interactions with virtual assistants 1 Mobile consumer expectations

More information

MAJOR INCIDENT MANAGEMENT TRENDS

MAJOR INCIDENT MANAGEMENT TRENDS 68% MAJOR INCIDENT MANAGEMENT TRENDS 5 2016 Survey Report 68% Introduction Reliance on digital infrastructures has dramatically increased the impact and frequency of major incidents. In fact, more than

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

ATA DRIVEN GLOBAL VISION CLOUD PLATFORM STRATEG ON POWERFUL RELEVANT PERFORMANCE SOLUTION CLOU IRTUAL BIG DATA SOLUTION ROI FLEXIBLE DATA DRIVEN VI

ATA DRIVEN GLOBAL VISION CLOUD PLATFORM STRATEG ON POWERFUL RELEVANT PERFORMANCE SOLUTION CLOU IRTUAL BIG DATA SOLUTION ROI FLEXIBLE DATA DRIVEN VI ATA DRIVEN GLOBAL VISION CLOUD PLATFORM STRATEG ON POWERFUL RELEVANT PERFORMANCE SOLUTION CLOU IRTUAL BIG DATA SOLUTION ROI FLEXIBLE DATA DRIVEN VI WHITE PAPER Business and Revenue Challenges of Big Data

More information

IBM Unica and Cincom Synchrony : A Smarter Partnership

IBM Unica and Cincom Synchrony : A Smarter Partnership DATA SHEET Smarter Commerce for Smarter Customers Today s customers are deciding when and where the buying process begins, when it ends, who will be part of it, what order it will follow and how all elements

More information

CRM as a Service. For Customers in the Cloud

CRM as a Service. For Customers in the Cloud CRM as a Service For Customers in the Cloud Customer Relationship Management Our mission: to help our customer identify, define, design and deliver the best CRM strategy, in terms of For our Customer with

More information

Connecting with the. Next Gen Customer. Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers

Connecting with the. Next Gen Customer. Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers Connecting with the Next Gen Customer Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers TABLE OF CONTENTS Contact Centers Have Evolved 3 Customer Experience

More information