Top 10 Trends Impacting Your Contact Center
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Top 10 Trends Impacting Your Contact Center
- 1. 1 Nonprofit Webinar Series The next generation of communications. TOP 10 TRENDS IMPACTING YOUR CONTACT CENTER
- 2. I Top 10 Trends Impacting Your Contact Center Housekeeping: Attendee Participation To listen in: • Choose “Mic & Speakers” to use VoIP • Choose “Telephone” and dial using the information provided • Submit questions and comments via the Questions Panel Note: Today’s presentation is being recorded and will be provided to you within a week. Your Participation
- 3. I Top 10 Trends Impacting Your Contact Center GoToWebinar Housekeeping: Submitting your Questions • Please continue to submit your text questions and comments using the Questions Panel • Please raise your hand to be unmuted for verbal questions. For technical difficulties, please contact janine.germinario@univoip.com Your Participation
- 4. I Top 10 Trends Impacting Your Contact Center Speakers Introduction Top 10 Trends Impacting your Contact Center How to Profit From Them UniVoIP’s Multi-Channel Contact Center Customer Engagement & Experience Impact Agent Productivity & Real-Time Monitoring Q&A Webinar Agenda UniVoIP welcomes you!
- 5. I Top 10 Trends Impacting Your Contact Center Industry Expert Speakers Matt Neimeier | Contact Center Solution Specialist Mitel Contact Center and Customer Interaction / Engagement Specialist covering all of Western U.S. with 20 years of call center industry experience. He has a history of solution solving for business needs and possess the heart of a teacher with a consultative approach. Che Cullenbine | Sr. Director of Learning Management Specializing in team management in the hosted and hybrid-hosted IP PBX arena, Che has helped implement and grow core values and missions of several companies. He is extremely inspiring, positive, supportive, approachable, creative, resourceful and committed.
- 6. I Top 10 Trends Impacting Your Contact Center How did we get here? Teller MobileATM Internet
- 7. I Top 10 Trends Impacting Your Contact Center Today’s Reality Every business interacts with customers, but few have adapted to their modern communication preferences. 7 It is more than just the contact center team influencing customer experience. Many existing CC implementations are outdated and ill-fit for the state of the market. Improving customer experience is now a C-level priority. Customers and business have evolved and we must adjust our strategy to keep pace.
- 8. I Top 10 Trends Impacting Your Contact Center Trend #1 - Customer Mobility Half of the world’s population uses mobile phones and usage is expected to grow at least 5% per year.
- 9. I Top 10 Trends Impacting Your Contact Center Trend #2 - Access to Information One-third of all web pages are now being served to mobile devices.
- 10. I Top 10 Trends Impacting Your Contact Center Trend #3 - Social Connections One-quarter of the world’s population has active Social Media accounts.
- 11. 11 Case Study: Red Funnel Ferries Southampton, UK Customer satisfaction is up 116% YoY due to Social Media strategy. Complaints are down 16% YoY.
- 12. I Top 10 Trends Impacting Your Contact Center Trend #4 - Digital Interactions Customer communications are increasingly digital.
- 13. I Top 10 Trends Impacting Your Contact Center Trend #5 - Self-Service Use of web self-service options increased to 76% in 2014.
- 14. I Top 10 Trends Impacting Your Contact Center Trend #6 - Flexible Communications Models 74% percent of consumers use three or more channels for customer interactions.
- 15. I Top 10 Trends Impacting Your Contact Center Trend #7 - Technology Evolution There were 3.9 million mobile applications available as of July 2015 and there will be 50 billion internet connected devices by 2020.
- 16. I Top 10 Trends Impacting Your Contact Center Trend #8 - Big Data Modern business analytics are revealing details about customers that were never before understood.
- 17. I Top 10 Trends Impacting Your Contact Center Trend #9 - Ever-changing Business Model Mergers and acquisitions had an estimated value of $4.31 trillion worldwide in 2015.
- 18. I Top 10 Trends Impacting Your Contact Center Trend #10 – The Cloud Public and Private clouds are becoming more and more capable of supporting mission critical applications.
- 19. I Top 10 Trends Impacting Your Contact Center UniVoIP’s Multi-Channel Contact Center Advanced contact center technology creates a dynamic customer experience and ensures agent productivity. Now speaking… Che Cullenbine Sr. Director of Learning Management UniVoIP
- 20. I Top 10 Trends Impacting Your Contact Center UniVoIP’s Contact Center Solution’s Key Stakeholders UniVoIP OfficeConnect Enterprise Edition focuses on benefiting key stakeholders; customers, contact center agents, supervisors, office users and the IT team.
- 21. I Top 10 Trends Impacting Your Contact Center Contact Center: Customer Experience Enrichment • One-third [33.3%] of the working population is comprised of tech savvy millennials. (PewResearch) • Ninety percent [90%] of consumers check your website before interacting with your company. (Synthetix) • More and more consumers prefer to interact through voice alternatives like email, chat, SMS, Social Media and self-service.
- 22. I Top 10 Trends Impacting Your Contact Center Contact Center: Customer Experience Enrichment Website Contact Us Sliding Panel
- 23. I Top 10 Trends Impacting Your Contact Center Contact Center: Self-Service Intelligence Visual IVR Interface
- 24. I Top 10 Trends Impacting Your Contact Center Call Center – Agent Productivity Maximization Multi-channel & Unified Communication Agent Interface
- 25. I Top 10 Trends Impacting Your Contact Center .Call Center: Supervisor Real-Time Monitoring Hundreds of reports accessible to supervisors in real-time!
- 26. I Top 10 Trends Impacting Your Contact Center The Power of UniVoIP’s Contact Center Solution Give customers a choice on how to communicate, create customer profiles, better manage customer expectations, and experience necessary reporting capabilities.
- 27. I Top 10 Trends Impacting Your Contact Center The Power of UniVoIP’s Call Center Solution Save on overhead costs, increase employee morale and serve more time zones with a distributed Contact Center.
- 28. I Top 10 Trends Impacting Your Contact Center Che Cullenbine che.cullenbine@univoip.com 855.864.8647 ext. 136 Q&As [Use the GotoWebinar dashboard] Thank you for participating! Matt Neimeier matthew.neimeier@mitel.com 480.940.2166
Editor's Notes
- Acquaint your Attendees with what they see on their screen. To the left is the GoToWebinar Viewer through which they see the presentation. To the right is the GoToWebinar control panel where they can raise their hand, ask questions and select audio mode. Note: The attendee control panel will collapse automatically when not in use by an Attendee. To keep it open, Attendees can click the “View” menu and uncheck “Auto-hide Control Panel”. Give Attendees a closer look at the control panel and how they can participate. Text may be adjusted to suit your event needs. Note: Hand Raising is disabled (see slide 6) Tip: Add animations to the “call outs” using PowerPoint features to provide step by step instructions.
- Remind Attendees how to ask questions and provide “more info” or support contact. Text may be adjusted to suit your event needs. Note: Hand Raising is enabled (see slide 4) Visit the “Options” menu in the Organizer control panel a check to allow attendees to Raise Hands.
- Some call center software solutions are easy to use, but a nightmare to implement. For those existing CC that are outdated and are considering a new solution, what should they expect in terms of deployment time. And customer satisfaction impact?
- In your experience, aside from the difficulty of monitoring social media channels in real-time on a continuous basis, what would you consider as other additional challenges associated with such integration?
- Based on various contact center resources I have came across, it seems obvious that reporting will become more of an automated commodity, with approximately 90 percent of analytic capabilities shifted toward predictive and prescriptive practices. What does this mean exactly for us today?