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Enghouse Interactive - Top 5 trends in customer communications

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Welcome to Today’s Webinar : We will begin at approximately 12noon AEST Top 5 Trends in Customer Communications
Transcript

Welcome to Today’s Webinar :

We will begin at approximately

12noon AEST

Top 5 Trends in Customer Communications

© Enghouse Systems Ltd 2011

Meet your moderator

Fiona Keough

CEO Auscontact

Sydney, Australia

© Enghouse Systems Ltd 2011

How to interact with us Today:

Type your

comments and

questions here

throughout

Welcome

John CrayVP, Product Management

Enghouse Interactive

© Enghouse Systems Ltd 2011

One minute on Enghouse …

Founded in 1984

Delivering contact centre communications

products for over 20 years – to currently over

10,000 customers

1200+ employees, $250M in revenue, market

cap over $1.3B, profitable

Global Operations in 15 countries

Customer Communications

Software and Services

Telecommunications and

Utility Networks Software

Transportation Services and

Operations Software

© Enghouse Systems Ltd 2011

First …

We’re not going

to talk about cloud.

Well … maybe a little bit.

It’s a deployment option, not a trend impacting the quality of customer communications.

© Enghouse Systems Ltd 2011

So what are we going to talk about?

The Top 5 Trends1. Changes in customer interaction methods – the move to omni-channel and customer collaboration

2. The evolution of self-service – knowledge management, the Internet of Things, and beyond

3. Dramatic increase in mobility – the impact on customer communications

4. The “enterprise as contact centre” – collaboration, back office service and the blurring of contact centre boundaries

5. The evolution of contact centre metrics – making it about quality and customer value

A Real-World Scenario

The Enghouse Approach

© Enghouse Systems Ltd 2011

What is Omni-Channel Communication?

Removing channel boundaries from customer communications

– Allowing “media escalation” – one form of communication can

evolve into others

– IM Call; Call Video; Data Sharing and Collaboration

Guaranteeing a seamless cross-channel customer experience

– Ensuring context and data is made available cross-channel

– Monitoring, managing and tracking the unified experience

Trend 1: Omni-Channel & Collaborative Communication

© Enghouse Systems Ltd 2011

“The Global Unified Communication market is forecasted to grow at a CAGR of

14.08 percent over the period 2014-2019.”

- Technavio, November 2014

“UCC will become a ‘standard communication infrastructure,’ with a market set to

hit nearly $62 billion by 2018, driven by more than 15% annual growth.”

-Forrester, 2014

Omni-Channel Driven by Unified Communications

Key Drivers:

Enterprises have a need to cut costs while maintaining or improving telecommunications

Millennials entering the marketplace have a much greater demand for UC tools

Evolution of satellite, wireless and terrestrial transmission system arenas is boosting growth

© Enghouse Systems Ltd 2011

How many of you are already using the Omni-Channel

approach to customer communications?

Yes

No, but I am interested to implement

No, not applicable

Poll Question 1:

© Enghouse Systems Ltd 2011

Who’s Winning the UC Battle?

© Enghouse Systems Ltd 2011

A Practical Use Case …

Intelligent

Routing

Escalation to Voice / Video / Screen Share

© Enghouse Systems Ltd 2011

Trend 2: The Evolution of Self-Service

Self-Service Usage Varies by Market

Contact centre Decision Maker’s Guide, Survey of 205 CC Managers, Contact Babel, 2014

© Enghouse Systems Ltd 2011

Traditional Self-Service Model

© Enghouse Systems Ltd 2011

The Value of Web-Enabled Self-Service

6.0%

4.9%

4.1%

1.9%

3.5%

2.3%

0.2%

-1.0%-2%

0%

2%

4%

6%

Customer retention Number of positivementions through

social media channels

Number of quality SLA’s met

Average revenue percontact

Ye

ar-

over-

ye

ar

pe

rce

nt ch

an

ge

n=305

Companies delivering self-service through corporate website

All Others

Source: Aberdeen Group, April 2014

© Enghouse Systems Ltd 2011

Knowledge ManagementIncreased Complexity of Interactions

Lower Costs & Greater Usage

The Future of Self-Service

Internet of Things (IoT)Building Systems AlarmingAutomated Device Issue AlertingSecurity Alarming & ResponseSupplies Replenishment

Improved Response Times

Virtual Intelligent Personal AssistantAutomated Search for Best Deals“Knowbot” Internet Problem SearchMapping Personal Interests to Info

Continuous Personal Service

© Enghouse Systems Ltd 2011

Trend 3: Dramatic Growth in Mobility

% of All Network Traffic from Mobile Devices, Worldwide

Cisco Global Bandwidth Forecasts, 2014

2014:

2015:

2016:

2017:

5.0%

7.6%

11.7%

17.9%

© Enghouse Systems Ltd 2011

Emerging Use of Outbound Notifications

Contact Babel, 2014

© Enghouse Systems Ltd 2011

Mobile App vs. Mobile Website

Contact Babel, 2014

© Enghouse Systems Ltd 2011

A Practical Use Case …

© Enghouse Systems Ltd 2011

Hello Mr. Williamson, I see you’re

researching loans.

How can I help you with that?

© Enghouse Systems Ltd 2011

How important is mobile access to your customers?

Not important at all

Just another device for calling into your business

Important for self-service

Important for both self-service and live contact

Poll Question 2:

© Enghouse Systems Ltd 2011

Trend 4: The Enterprise as Contact centre

Contact Babel, 2014

First, It’s about Customer Satisfaction …

© Enghouse Systems Ltd 2011

The Evolution of Back-Office Customer Service

Offline Back-Office Research

Real-Time Collaboration

Back-Office Queuing/Routing

Technical Issue

Research & Resolution

Approval of Order Discount

or Replacement Part

Routing to Loan

Approval Officer

Level of

Sophistication

Example

Use-Case

© Enghouse Systems Ltd 2011

Operations Quality of Service Business Drivers

So

ph

isti

cati

on

Scope of Impact

Talk Time

Handle Time

Schedule Adherence

Agent Utilisation

Interaction Volume

Speed To Answer

Issue Resolution Time

Quality of Interaction

Satisfaction (Survey)

First-Contact Res.

Staff Attrition Rate

Cost Per Customer

Revenue Per Customer

Customer NPS

Cust. Lifetime Value

Trend 5: Evolution of Contact centre Metrics

© Enghouse Systems Ltd 2011

So

ph

isti

cati

on

Scope of Impact

Talk Time

Handle Time

Schedule Adherence

Agent Utilisation

Interaction Volume

Speed To Answer

Issue Resolution Time

Quality of Interaction

Satisfaction (Survey)

First-Contact Res.

Staff Attrition Rate

Cost Per Customer

Revenue Per Customer

Customer NPS

Cust. Lifetime Value

= Focus of the “Traditional” Contact centre

Operations Quality of Service Business Drivers

Evolution of Contact centre Metrics

© Enghouse Systems Ltd 2011

So

ph

isti

cati

on

Scope of Impact

Talk Time

Handle Time

Schedule Adherence

Agent Utilisation

Interaction Volume

Speed To Answer

Issue Resolution Time

Quality of Interaction

Satisfaction (Survey)

First-Contact Res.

Staff Attrition Rate

Cost Per Customer

Revenue Per Customer

Customer NPS

Cust. Lifetime Value

= Customer Interaction Analytics Trend

Operations Quality of Service Business Drivers

Evolution of Contact centre Metrics

© Enghouse Systems Ltd 2011

What are your most important metrics for contact centre

success?

Talk Times and Service Levels

Supervisor-measured Quality of Customer Interactions

Survey-measured Customer Satisfaction Levels

Customer Net Promoter Score or Lifetime Value

Poll Question 3

© Enghouse Systems Ltd 2011

Interaction Quality

– Recording / Supervisor Evaluation

– Interaction Quality Survey – Post-Interaction, Follow-Up

– Tracking Required Callback or Follow-Up Interaction

Customer Satisfaction and Value

– Overall Satisfaction / NPS Survey

– CRM Analytics (Revenue/Issue Cost) & Interaction Cost Analysis

Quality Measurement Techniques

Tying It Together

Overall Interaction Workflow

Contact centre Agent Mark logs in at the beginning of the day…

Mark is immediately productive, handling interactions of all types:

SMS texts, social media, email, and so on. He can multi-task,

handling multiple customer requests at the same time.

I I III II

While responding to non-live interactions, a high-priority callback

comes into queue. (A customer had been using the company’s

mobile app and needed live help.)

CRM

History

KBArticles

It’s from Laura, routed to Mark because he handled her last call.

Mark sees Laura’s CRM record, interaction history, and the top knowledge

base articles that match the products that Laura has purchased.

The speech analytics application coaches Mark throughout the call, ensuring

he stays on script and detecting any issues. Is Mark talking over her? Is he

speaking too fast? Is he speaking too loudly? Is Laura getting upset?

Mark needs help with Laura’s issue, so he flags his supervisor,

Anna, who sees the alert on her tablet and monitors Mark’s call –

she can IM or help him with the call.

I I III II

With Laura’s issue handled, Mark gets back to those other

communications. He is continuously productive.

Laura is satisfied, and Anna has a recording of the session that she

can evaluate and use for coaching staff in the future.

The Enghouse Approach

A Complete Portfolio for Great Customer Communications

© Enghouse Systems Ltd 2011

Manager

Agent

Customer

Recording, Evaluation

& Coaching with

Quality Management Suite

Self-Service & Scripted

Knowledge Management

with KMS

Automated Outbound

with Predictive Dialer

Ensuring Quality

with Speech Analytics

Complete Contact centre

Management

A rich portfolio for great

contact centre communications

© Enghouse Systems Ltd 2011

Type your

questions

here

Questions

© Enghouse Systems Ltd 2011

Reasons to fill out the exit survey

3 great

1. Receive the slides and recording of the webinar

2. Get a call to learn more

3. All of the above

© Enghouse Systems Ltd 2011

THANK YOU

My contact info: [email protected]

John CrayVP, Product Management

Enghouse Interactive


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