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Interactive Intelligence

Interactive Intelligence. Transforming the way we manage customer contact. “How can I help you?”. Need a multi-channel picture here!!! Some sort of photo. B2B customer management…. Customer Service in the B2B environment Why do we create ‘rulebooks’ Cross-channel communications.

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Interactive Intelligence

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  1. Interactive Intelligence Transforming the way we manage customer contact

  2. “How can I help you?” • Need a multi-channel picture here!!! • Some sort of photo.....

  3. B2Bcustomer management… Customer Service in the B2B environment Why do we create ‘rulebooks’ Cross-channel communications

  4. B2B Customer Experience models B2B Models Difference from B2C Very similar to B2C environments SME Enterprise The customer is made up of multiple contacts, influencers, decision makers, administrative and finally, the actual end users, the people using the product or service day in, day out There is still a need to influence the delivery of customer service but you have little control of it Channel

  5. Customer experience..... • Visibility and control – real time • Consistency – all of the time • Flexibility to change and measure - agile • Manage everyone involved • Empowered people • Single view of the ‘truth’ • Just in time and accountable attitude

  6. Customer service evolution When did the customer services function become a ‘call-centre’ and when did the ‘contact-centre’ become ‘CRM or Social CRM’?

  7. ‘Rulebooks’ – why do we write them? ‘One size fits all’ – really? why should it?

  8. Why is this happening? Lots of fragmented platforms - Customer shunted from machine to machine - Designed as a functional silo - Thoughts of “integration” came later with little value - Connected platforms does not equal integrated experience - Multi site brings exponential complexity Telco ACD IVR CTI Dialer Recorder WFM eMail, FAQ, Chat, SM, SMS

  9. How does the customer feel about this? Often the experience contains - Tones, Silence, Music, Prompts, Clicks - Differing audio talents, between questions and answers - Agents seemingly ignorant of any details already given - Pointless selection menus that confuse - Events that generate anxiety / impatience and feelings of hopelessness Telco ACD IVR CTI Dialer Recorder WFM eMail, FAQ, Chat, SM, SMS

  10. Which results in .......... Frustration, Disappointment, Increased Cost - Customer complaints increase - Defection rates increase - Negative feedback on social media sites - Lose market share = revenues decline - Not fit for purpose or just too difficult Telco ACD IVR CTI Dialer Recorder WFM eMail, FAQ, Chat, SM, SMS

  11. IPA WFM Recorder Dialer Customer Feedback Surveys IVR, Speech Enabled ACD, Email, Chat, SMS, Social Media PBX, Telco routing You need a different approach! Interactive Intelligence Customer Interaction Center An open standards all software unified communications solution Complete contact center functionality on one platform License only the components that you require Applications pre-integrated, and easy to use Single point of administration, single point of reporting Communications as a Service (CaaS) delivery option

  12. Take back control • Every customer experience for every contact defined in one place; easy to use and easy to change • Agent resources defined for skill’s, activity, quality, work schedules, feedback surveys in the same easy to use place • Reports are easy pre prepared with decision making MI • Integrate once, automate / self serve many

  13. Cross channel - blending e-services This isn’t multi channel it is cross-channel

  14. Why move to multichannel? • Technology Advances • Proliferation of the Web • Customers expect requests to be fulfilled in “Internet Time” • Solutions exist to bring the channels together • Competitive Reasons • Expectations are increasing – to compete you must meet these demands • Customers desire the ability to decide when and how they will communicate with your firm • Opportunity to leap frog competition • Only 28.3% have a multiple contact management system in place (US) • Customers will go ELSEWHERE

  15. Why move to multichannel? • Cost Efficiencies • Self-Service can reduce calls into the contact centre by 12-14% • Usually the 2nd channel added is email, which increases the reduction to 16-18% • If you add chat, it goes up to a 25% reduction in calls • When someone deploys a second channel, typically they then deploy the 3rd channel within a period of 12-18 months. Statistics from the Gartner Group

  16. But do you want/need this many? • Chats • Social Media • Video • SMS • Web Call-back

  17. Customer example - This isn’t multi channel it is cross-channel

  18. National Pen • Provides personalizedspecialty products • Custom imprinted pens • Promotional calendars • Imprinted t-shirts, mugs, etc. • Operates in 20 countries around the world • Website is a key source of inquiries and orders. • Allows customers to browse through the categories of promotional items available and see sample items and colors. www.nationalpen.co.uk

  19. National Pen • First channel integrated to contact center software? • Chat • Prominently displayed on the website, easy to find • After trial and error, found each agent can handle up to 4 simultaneous chats • Chat volume has risen from200 to 800 per week www.nationalpen.co.uk

  20. National Pen • Social Media? Already there…….. • 1,000+ friends on Facebook, 600 x Twitter followers • “In a competitive market, we’re trying to find the best edge, try to go past our competitors. We want our customers to have multiple areas where they can contact us, to make a sale.” www.nationalpen.co.uk

  21. National Pen • Next up? Email • Email is being handled by sales reps today, but not via. the contact center software. • All emails are directed to a single Outlook inbox and then are manually distributed to sales reps. • National Pen believes integrating email will allow them to realize the kind of efficiencies they realized with web chat. www.nationalpen.co.uk

  22. An Alternative Approach Technology that enables Smart-sizing Advantages over traditional contact centre infrastructure How Smart-sizing future-proofs your contact centre

  23. Benefits... • Facts are facts • One definition of the truth no more inaccuracies • Differentiate your brand from the competition • Gives you back control of your customer experience • Improve customer satisfaction • Manage the complete anticipated workload with tightly managed automation and empowered agent resources • Balance these achievements with tightly controlled costs • Lowest TCO solution type in the industry

  24. Q & A

  25. Interactive Intelligence Inc. Deliberately Innovative Simon Cook +44 (0) 7869 189978 Simon.cook@inin.com

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