Making Multi-Channel Work For You

Transcription

1 Making Multi-Channel Work For You Stephen Walter Solutions Consultant 1

2 Today s Reality 2

3 Social Technologies Can Bring People and Information Together "Deployed effectively, social media unleashes the collaborative power of employees at all levels and locations in your organisation, customers and prospects, and partners anywhere in your company's value chain -- while minimising the constraints imposed by the specialisation and compartmentalisation that inevitably creep into businesses as they grow" Web 2.0 technologies, methods, and patterns can be used in the enterprise to great effect, boosting overall organisational productivity and efficiency.. An effective social business embodies a culture characterised by sharing, transparency, innovation and improved decision making. Such a culture enables deeper relationships with customers and business partners. 3

4 Unleashing Agent 2.0 Potential Just as we are now asking how we can engage customers to deliver more value to them, we should shift our focus inward to ask what we can do to engage our employees so that they can get better faster. The same four emerging technologies cloud, mobile, social, and analytics have the potential to re-craft the employee experience so that they can learn faster on the job in their day-to-day work environments among the most powerful forms of talent development that one can imagine

5 Meeting the Needs of Today s Consumer Coming Together Around the Customer Experience 5

6 A Unified Solution is Fundamental to Deliver Consistent Customer Experience Flexible engagement Channel choice 24 hour self-service access Social engagement Informed Continuity Provide a consistent experience across all channels 6

7 Personalisation Helps Deliver a Differentiated Customer Experience Segmenting customers and personalising their experience Life time value Loyalty Profitability Retention indicators Personal characteristics Tailored Interactions Personal Profitable Automation High Value Defectors High Value Loyalists 7

8 Synthesise knowledge to know your customers Use all sources of information available Customer profiles and attributes Web queries Social Interactions directly with you across media types, inbound and outbound Historical information on the customer Current versus long term data Inbound Inquiries Survey s 8

9 Uniting the Enterprise with Next Generation Customer Contact EXPERT CUSTOMER SERVICE 10

10 Embed Customer Contact within every function in the Enterprise Unified Communications help bridge the Enterprise and Contact Centre Access IM, Presence, Video, and Collaboration capabilities in addition to contact centre functions Provide voice infrastructure for the enterprise and the contact centre with UC capabilities from Microsoft Lync Find Experts in the Enterprise by leveraging Lync for presence with search from Microsoft SharePoint

11 Collaboration Capabilities Increase Productivity and Improve Customer Service Leverage UC within the Contact Centre and the Enterprise Contact centre agents are empowered to IM supervisors, managers, and other team members to improve customer experience and first call resolution Use application sharing, desktop sharing, conferencing and video from Microsoft Lync to increase productivity and meet new customer demands Receive incoming IM communications from customers and partners 12

12 Agent Empowerment Tools Help Deliver Exceptional Customer Experience 13

13 Time Sensitive Proactive Contact Leverages Channel of Choice and Dynamics Workflow Integration I will update Yes, I your can see account in your to reflect customer you record have received Sure I can we this need information to let you and know please about contact some us again This that to you right now. important if is you Jenn, have information how further questions. regarding may I help you? PSTN Hi, I m wondering Thanks about for Thanks I this your SMS help just today. alert received regarding Good bye. the my . insurance renewal? Thank you for To contacting connect to me ABC about this. Financial Will you live me assistance with this information Press 1 so I can review more thoroughly? 14

14 Essential Elements of Next-Generation Customer Contact Consistent cross-channel communications fueled by UCC technologies Control over, and insight into, every customer interaction via WFO Expertise that turns technology into business solutions 15

15 aspect.com