Contact center perspectives

1. Contact center perspectives

2. Contact centers play a critical role in shaping the customer experience Contact resolution impact on loyalty Customer issue: Resolved Not resolved Likelihood to recommend organization Likelihood of customer defection

3. Contact centers are changing with the times • Trend What it means • Contact centers are going digital • Analytics will enable a superior customer experience Customers are more time-constrained and want their issues resolved promptly • Interactions will increase but voice traffic will decrease • Companies will invest in IT infrastructure to enable an omni-channel experience • Analytics will make the largest impact on the industry in the next five years • Improved data will allow companies to leverage existing customer segmentation • Ease of resolution is the most important determinant of customer satisfaction

4. Contact centers work best when they are aligned with customer expectations Business strategy Target customers Customer expectations Contact CenterStrategy Role Assets Operations

5. High performing organizations use a mix of customer contact assets Insourced assets Outsourced assets Lower agent costs Flexible capacity Ability to engage multiple BPO’s to drive performance and reduce risk Freed up capital for other aspects of the customer experience High agent proficiency Strong contact center culture and employee development Ability to rapidly test customer service initiatives Ease of technology development and deployment

6. The right operations model provides benefit to companies and their customers Customer experience (CEX) • Customer choice of contact method • Minimal wait times • Personalized service • Efficient and effective call resolution • Accurate forecasting High Low Low High Efficiency

7. We’ve helped companies create industry-leading customer experiences and reduce costs Customer satisfaction Contact center annual cost per subscriber -22% Industry average Client NPS 2014 Projected