leon stafford ctc of the future slideware 3-4 version
TRANSCRIPT
The Contact Centre of the futureLeon Stafford, Interactive Intelligence
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©2014 Interactive Intelligence Group Inc.
Agenda
The Tipping Point• Why Now?
The Future• Consumer• Agent
Choose your service• Cloud• Case Studies
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©2014 Interactive Intelligence Group Inc.
Why is there a tipping point? Customer 3.0
Source: Accenture Customer 3.0
“Customer 3.0 has evolved from a position of accepting the demands made by companies, to that of a power player reshaping the consumer landscape.
They are a hyper-connected, highly informed, shared experience generation who businesses can’t afford to ignore…”
HighlySocially
ConnectedTrust the Crowd
Price Sensitive
Self Promoting
Security Unconscious
Unfaithful
Convenience-Driven
Informed
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Meeting the Consumer Challenge
“The greatest challenge begets the best work…”
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©2014 Interactive Intelligence Group Inc.
The Nexus of Forces
“The easy availability of cloud services, social communities and mobile devices — and the means to consume a wide volume, variety and velocity of information — places a great deal of power in the hands of the average business consumer.”
Gartner 2013
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©2014 Interactive Intelligence Group Inc.
The Mobile Consumer
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The Mobile Consumer
• Who does it well?
• How?
• Rules and lessons
• Future growth:o The internet of
thingso Video (really?!!!)o Trading your
consumer value
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©2014 Interactive Intelligence Group Inc.
The Connected Agent
• Connected• Single Customer
View• Pre-emptive (a
consumer too)• Front and Back Office
• Empowered• Work flexibility• Confidence in the
Process• Remove Manual
Process• Autonomous
• Step outside process to deliver service
ContextualData
ContextualData
Queued Callback
QUEU
EROUTE
REP
ORT
MANAGE
SMS
Like
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Where it’s heading – Social Customer Service
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Choose Your Service – the Cloud Ecosystem
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Contact Transformation: Skipton Building Society
The UK’s 4th largest Building Society – 750,000 members, 100 branches. A trusted brand in UK Financial Services.
The Challenges• Deliver Multi-Channel Agents, Dialer and Speech Analytics Capabilities• Upgrade an out-of-date system with resiliency challenges• Alleviate the high Upgrade and Integration costs of an old system
The Solution• Interactive Intelligence as a core development platform for growth
The Benefits• Flexible licenses to give dynamic Multi Channel Agents• Better MI and understanding of the customer journey (QM & Analytics)• Fast rollout of contact center technologies improves the ROI• Integrated services between front and back office• Foundation for growth into Branch network and merging Back Office
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©2014 Interactive Intelligence Group Inc.
Contact Transformation: Philips
A global developer of imaging devices. Solutions for the entire care cycle –disease prevention and diagnosis to treatment and health management
The Challenges• Increase quantity of virtual engineers available to callers at any one time• Upgrade an out-of-date system at the end of its life span• Alleviate the high costs of an old system
The Solution• Interactive Intelligence CaaS as a common global platform
The Benefits• Virtualization of operation ensures uninterrupted customer service• Fast rollout of contact center technologies improves the CX• Initiation of new routing scheme increases imaging center uptime• Common global platform supports reduced global costs• Reduced pressure on IT increases operational efficiencies
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©2014 Interactive Intelligence Group Inc.
Summary
• Create process to match your customers’ habits: o Restrict commitments to what you can realistically achieve… but…o Innovate
• Give tools to your agents that empower Agents to exceed customer expectation:o They can lead the interactiono CX will be bettero Look at services that link front and back office
• Cloud is an enabler:o Scalableo Flexibleo Cost to service correlationo Development for technologies we do not yet know
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Interactive Intelligence Inc.Deliberately Innovative