cisco spark and zoom netpromoter scoring 2016
TRANSCRIPT
“PEOPLE DON’T CARE HOW MUCH YOU KNOW TILL THEY
KNOW HOW MUCH YOU CARE.”
2016
MY ANNOYING PARTY QUESTIONS
“Did you get closer to your customer or further away this week?”
“How do you know?”
“What measurement do you use?”
16 Years in the Customer Experience Business
11 Offices with headquarters in Nashville & Prague
235 WW Cisco Partners
204K Agent Seats
BASIC FACTS AND FIGURES
FOLLOW THE SUN SUPPORT 24/7
1,460+605 or 42% in last 3 Years
“SEEEEEEEEEERVICE!”
65%Net Promoter Score 2014
77%Net Promoter Score 2015
1% Behind Apple
2% Ahead of Apple
Featured for the 4th time in a row in Gartner’s Magic Quadrant for Customer Engagement Center Workforce Management
“Customer experience: Both vendors pride themselves on the service they provide to customers. Zoom's Net Promoter Score has risen from 65 to 77 over the past 12 months, and this is the core metric used by both companies to evaluate customer support and services.” (December 2015)
ZOOM International has been ranked #1 WFO in Customer Satisfaction by DMG Consulting
2014 & 2015
HOW?
Heart
Measure
Consistency
Listen
Govern
IVR Call Back
Text Back
TOP SERVICE ISSUE?
Consistent Communication
3rd Party Issue
3rd Engineer Transfer
CUSTOMER COMMUNICATIONS
CUSTOMER COMMUNICATIONS
3RD PARTY ISSUES
3RD ENGINEER TRANSFER
INNOVATION - SPARK INTEGRATIONS
PREMIUM COMMUNICATIONS
Receive a Cisco DX-70 video endpoint for an enhanced service experience that puts you in front of the line.
Benefits:
• White Glove Support Escalations
• Face-to-Face Training and Consulting
• Personalized Product Updates
• Executive Sponsorship
• Dedicated Cisco Spark Room
Leverage Cisco Spark for immediate access to the ZOOM executive leadership team for any escalations.
ZOOM Executive Sponsorship:
• Brian Shore – President
• Chase Tarkenton – VP, Sales & Marketing – Americas
• Andrew Horton – Director, SAS - Americas
EXECUTIVE SPONSORSHIP
NPS NOTIFICATIONS – CISCO, SFDC, TWILIO & ZOOM
Real Time Notification
Executive Team on 3 Continents
1 Minute Response SLA
Show the Partner/Customer our heart
Next version will allow immediate response through Spark & Tropos
ANALYTICS – CISCO, SFDC & ZOOM
Scheduled Delivery - Morning
Booked Orders & Generated Pipeline
NPS
Product Classification
Customer Feedback
ANALYTICS – CISCO, SFDC, & ZOOM
INNOVATION – NEXT 30 DAYSEngineering Transfers
3rd Party Disposition
48 Hour SLA Notifications
DEMO & QUESTIONS
Major Data Sources Supported Out of the Box
SUPPORTED DATA SOURCESNative
ZOOM CallRECZOOM ScoreCARDZOOM SpeechRECZOOM FeedBACKZOOM eLEARNCisco UCCXCisco UCCE & PCCETeleopti WFMGenesys CIM Platform
3rd Party ExtractorsAdobe Marketing CloudAWS CloudsearchAWS S3AdOceanApp AnnieappFiguresBoxBrightIdeaConstant ContactCoupaElasticsearchEloqua Campaign
ExactTargetFacebookFacebook AdsFlurryGet SatisfactionGitHubGoogle+Google AdwordsGoogle AnalyticsGoogle DoubleClickGoogle DriveGreatVinesHarvestHubspotInstagramJIRAMagentoMailchimpMarketoMediaMindMS Dynamics CRMMindbodyNetsuiteOoyala
PardotPaymoPigeon ImporterPingdomPinterestPivotalRecurlySalesforce ChatterSalesforce Marketing CloudSalesForce.comScupSendGridSklikSugarCRMTelfaTwilioTwitterYammerYoutubeZendeskZuora
DatabasesdBaseDerbyHadoop/HDFSHP VerticaFirebirdKognitoMicrosoft AccessMicrosoft SQL ServerMongoDBMySQLOraclePostgreSQLRedshiftSAPSQLiteSybaseTOTVS
ProtocolsRESTSOAPJMSSFTPHTTPSWebDavJDBCODBC
StructuredXMLJSONCSVFTP Upload
UnstructuredLDAPEmailJavaBeanBLOB
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