Shaping Your Strategic Roles In A Multichannel Environment for Knowledge Enhancement & Solutions Conference 2015 11 th Mar 2015
VADS: Leading Integrated Managed Service Provider in Malaysia Established in 1991 from a joint venture between IBM Global Network Services and Telekom Malaysia Berhad (TM) VADS today is a wholly-owned subsidiary of TM Serving more than... 500...medium to large businesses VADS Revenue 2013 (RM) 883.7 mil Employees 7,800+ CORE BUSINESS
ICT BPO Integrated Managed BPO, ICT and Connectivity Services Customer Experience Management Revenue Generation Business Analytics & Insights Contact Centre Facilities Revenue Protection Business Excellence Consultancy & Training Powered by Enterprise Private Network High Speed Broadband Internet Services Fixed Line Services
The Human Landscape in the Space of Customer Engagement.
Today s Call Centers At A Glance Sources: Research by Global Call Center Project, Contact Babel, Forrester, Avaya, National Association of Call Centers, Saddletree **https://zendesk-zengage.s3.amazonaws.com/infographic/11.08.23_zendesk_callcenters-01.jpg
Mono-Channel Multi-Channel Omni-Channel 1990-2000 2000-2010 2010-2020 Call Centres, Emergence of IVR and Automation Multi-media Customer Interactions Telephone, IVR, Web, Email, Chat, SMS Integrated Channels, Social Media, Video, Avatars Source: http://image.slidesharecdn.com/15h00presenceccmgdevon1-140909092159-phpapp01/95/presence-customer-experienceoptimisation-through-a-customercentric-contact-centre-strategy-12-638.jpg?cb=1410272639
What customers want
Consumers want social customer care Source: 2014 VADS Survey Business by The Process International Sdn. Bhd. (721053-W) Customer ALL Management RIGHTS RESERVED Institute (ICMI) and Five9, 2014 **http://www.five9.com/media_library/image/886/five9-social-customer-care-infographic-2.png
Customer s Great Expectation Source: Zendesk Omnichannel Customer Service Gap Survey, Loudhouse 2013 **https://d16cvnquvjw7pr.cloudfront.net/images/blog-photos-new/bridgingthegap_final.png
The Preferred Channel Source: Zendesk Omnichannel Customer Service Gap Survey, Loudhouse 2013 https://d16cvnquvjw7pr.cloudfront.net/images/blog-photos-new/bridgingthegap_final.png
Voice is to stay for a good many more years. Source: Zendesk Omnichannel Customer Service Gap Survey, Loudhouse 2013 https://d16cvnquvjw7pr.cloudfront.net/images/blog-photos-new/bridgingthegap_final.png
Develops Expectation to Customer Engagement Channels.
15 Source: http://www.plantronics.com/us/infographics/evolution-customer-care.jsp
16 Source: http://www.plantronics.com/us/infographics/evolution-customer-care.jsp
17 Source: http://www.plantronics.com/us/infographics/evolution-customer-care.jsp
What the trend tells us.
Customers behavior s is shifting This trend reflects a fundamental shift from predominantly company-customer interactions to customercustomer interactions that influence company-customer relationships. It therefore becomes imperative for companies to have a sound Social Media customer engagement and comprehensive Data Mining and Analytics strategy.
What all this means to contact centers.
VADS Offerings
WFM IVR & ACD Chat & Social CRM QMS Predictive Dialer BI Tools Knowledgebase Phone Email Social Media SMS Fax Mail Streamlining the customer experience across multiple touchpoints Customer Service Sales & Marketing Social Media Management Revenue Assurance Technical Support Full Outsource Partial Outsource In-source Client applications (integrations)
Managing your social media engagements structurally Business Insights Sentiment Analysis Trend Analysis Campaign Analysis Influencer Summary Word Cloud Summary Managing Enquiries Customer Care Products & Services Complaints & Escalations Voice of Customers Operational Processes SLA KPIs Sales & Marketing Cross & Upsell Opportunities Immediate Response Capture & Register Interest Content Management Consolidated Publishing Campaign Management Message Consistency Wide Customer Reach Social Media Professionals VADS Social Media Hub
and here comes Converged Contact Center! Voice, up sell and cross to data entry Voice, inbound and outbound Social media and IoT Converged contact center Consultancy to Advisory Analytics to Big Data Knowledge development to Knowledge Management
What s your strategies? Come, let s have a chat fauzil@vads.com
Thank you