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1. Customers Have Changed
The Way They Interact
Has Your Contact Centre?
Customers now communicate across multiple
emerging channels and devices. This isn’t a
vision of the future – it’s happening right now.
The research shows that customers have and
are in love with the technology.
Customers Have The Technology
Customers love their Smartphones, their Tablets and their Smart TV’s. They are always connected,
whether at work, on the move or even at home watching TV. They expect to interact with your Contact Centre
whenever and by whichever means is convenient for them.
They Expect
You To Take
The Technology
Seriously…
Customers treat these channels as
the new norm and they expect you
to deliver the same level of
responsiveness as you do over
the telephone.
Customers have reacted very
positively to some of the innovative
new channels launched in 2013.
They Use The Technology To Interact & Transact
Customers do not just have the technology, they have embraced it,
transforming the way they find information, interact and transact.
Ensuring Your Contact Centre Is Ready
For Today’s Customers
www.cisco.co.uk/contactcentresolutions
Simplified Agile Connected
At Cisco we believe three characteristics need to come together to enable differentiated customer service.
Contact centre processes and technology should be:
Providing customers with the
flexibility to use their preferred
method of interaction at that
particular moment in time.
Providing customers with a
consistent experience and fully
connected journey across all
interactions and all media.
Making It easy for your customers
to connect with you and interact
with the right person, first time.
UK Smartphone penetration
is approaching three out
of four people.
Source: MobileMarketing
Just under one in five adults
has a Tablet in the UK.
Source: Ofcom
It is predicted that over
3 million households in the
UK will have a SmartTV by
the end of 2014.
Source: The Guardian
Use mobile devices to
purchase goods online.
Source: MobileMarketing
Of customer service
engagements are over channels
other than the telephone.
Source: CFI Group
What’s more, their preferences are becoming
well established, so if you are not accessible in the
way that they want to interact with you…then you
cannot deliver the customer experience that they
now expect.
Use mobile devices for
online Banking.
Source: MobileMarketing
51% 50%
Use three or four channels
when seeking customer
service.
Source: MobileMarketing
52% 30%
45% of consumers will abandon an online
transaction if their questions or concerns
are not addressed quickly.
Source: Forrester
45%
Use mobile devices to search
for information.
Source: MobileMarketing
70%
72% 19% 3million
Failure to respond via social channels can result in
up to a 15% increase in customer churn.
Source: Gartner
The contact centre has been through many periods of transformation in
the past. What's different this time is that the customer is driving the pace.
If you want to keep your customers, you've got to keep up.
Smartphone Apps
are now securely
connecting
customers to the
contact centre.
Video is being seen as a
real service differentiator.