Dublin, February 17th

Building Intelligent Customer Service

Customer Service in Ireland 2016

2

Dorothy O’Byrne Managing Director, CCMA Ireland

It is now estimated that there are over 40,000 people employed in the Contact Centre & Shared Services industry in Ireland

Companies are focusing heavily on People Development over the coming years

Average Absenteeism (6%) and Staff Attrition (16.8%) rates continue to be below the European average. Note 2013 figures

Respondents envisaged an increase in the adoption of interactive communication methods such as web chat (39%), social (18%) and video (10%)

Key Findings CCMA UCD Research 2014

Customers want/expect to self serve for simple transactions

Customer service enquiries are more complex

Voice transactions are becoming longer

Customers are driving channel choice

Customers expect advisors to be more knowledgeable than ever

Social media activity has moved into the front line

Challenges for Contact Centres

Cloud technology growth Web chat fastest growing channel Mobile apps set to bypass traditional IVR

processes Equipping agents to deliver social media

support Voice Analytics Knowledge Management systems

deployment Customer Journey Mapping

Technology Trends

Stuck In A Time Warp?

Source: Parature 2014 State of Multichannel Customer Service Survey – 1,000 US consumers

Key Reasons for Poor Customer ServiceExperience

The Characteristics of the World’s #1 CX Brands?

1.Corporate attitude2.They’re easy to do business with3.They’re helpful when I have a problem4.The attitude of their people5.Personalisation6.The product or service7.They’re consistent8.The way it makes me feel9.The way they treat me10.They’re reliable11.They do what they promise12.They’re quick13.The technical knowledge of their people

The Basis of Customer CX is Emotional, Functional and Accessible

Take-Homes from Dorothy O’Byrne of CCMA Ireland:

• Upcoming trends and challenges in the industry involve talent management, customer journey mapping and rising channels like web chat

• Customers want companies to know them and to treat them like individuals

• Agents need to have a high level of knowledge and the right tools to deliver a high standard of service

• The contact centre must become the central hub for customer experience

“Keep customer focus at the heart of the

organisation to achieve customer satisfaction

and loyalty“

- Dorothy O’Byrne, CCMA Ireland

The Evolution of the Contact CentreMartin Leahy, CTO of Abtran

Abtran – Our contact centre engine

Client

€

Client

€

Internet

DataCloud

Data Analytics

€Customer Mobile

& Online Self-Service

• Transactional• Limited empowerment of

agents• Reactive• Did not know customer• Single channel• Silo - Front office

• Attended hour model• Did not lead client

• Supplier relationship

Evolution of Abtran:From Call Centre to Customer ServiceThen

• Holistic approach• Empowered agent• Proactive• Know the customer• Multichannel• Integrated across clients –

front and back office• Outcomes-based• Transforming client

business with digital and analytics services

• Strategic partner relationship

Now

Where Next?

Contact

Single Integrat

ed Service

SkypeYammer“Parature”

One-stop shopGovernment Analysis and Intelligence

AI

Self Service

Automation of the contact centreLooking beyond existing customersResponsiveness

7 X 24Instant resolutionSales and Purchase

Take-Homes from Martin Leahy, CTO of Abtran

Technology has enabled Abtran to be more flexible and responsive, and to become an outcomes-based organisation

Skype for Business is a clear direction for the sector to move in

19

“If agents are not enabled, then they

cannot give the ultimate customer experience“

- Martin Leahy, CTO of Abtran

Delivering on Tie, Every Tie

21

Delivering on Time, Every Time

21

Michael TraceyGeneral Manager of Ace Express

From: On Time Sometimes To: On Time Every Time

Customers •Clarity• 5 P’s

Staff •Competency•Informed Decisions

Process •Simplify •Automatexs

Systems •Best of Breed•Resource Access

Quote

Order

Paper Flow

Total Mins.

0 5 10 15 20 25 30 35

3

3

25

31

5

1

4

10

67% Process Time Improvement

New Times Old Times

Constancy – Consistency – Conformance – Clarity

So What ?

Take-Homes from Michael Tracey, GM of Ace Express

Ask “Is good… enough?” Strive for excellence in IT structures and

future proof Consider the value chain in an organisation “To achieve simplicity is not simple” Complexity adds cost rather than value; and

that companies with simple processes enjoy higher profits

Hire multi-skilled employees with a strong portfolio of skills

26

“The customer experience must be

seamless across every touch point in your

organisation”

- Michael Tracey, GM of Ace Express

Building Success on Customer ServiceJohn Purdy, CEO of Ergo

1

Right People

Right Processes

RightTools

Integrated Effort

Unified Service Desk

30

Unified Service Desk

Unified Service Desk supported by Microsoft Dynamics xRM

Underpinned by ONE ERGO

Developed on Microsoft Technology

31

Single View of Customer- One source of truth

ONE ERGO - Part of our DNA

Better Business- Improved customer relationships and engagement

- More profitable business

Driving Better Business

Take-Homes from John Purdy, CEO of Ergo

Crucial need for a single, 360-degree view of customers based on relevant, scalable technologies

Before investing in IT, “understand what success looks like, understand your competencies, and understand customer expectations”

To achieve success requires commitment from the c-suite and a strong technology partner

Microsoft Dynamics xRM: “Gives one view of the customer and has become

part of the DNA of Ergo”. “Provides real-time reporting, which drives better

business outcomes and decision making for Ergo”

33

“Microsoft Dynamics drives customer engagement and

meaningful conversations”

- John Purdy, CEO of Ergo

Modern Contact Centre TelephonyDave Keddy, Microsoft Communications Solutions Consultant

Critical to have a single view of the customer as offered by Microsoft Dynamics

One emerging trend in modern contact centres is the focus on personal effectiveness KPIs

A key benefit of telephony in the cloud, such as Skype for Business, is that you can easily switch it on and off to see whether it is feasible

“There is no need to rip and replace your existing

telephony; because Skype for Business runs in the cloud, it enables

you test it in your business at low cost and

risk”

- Dave Keddy, Microsoft

• Test Drive Microsoft Dynamics CRM for Customer Service – click here

Get Started Today

38

• Register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1

• Get in touch with Microsoft Dynamics expert, David Nagle - dnagle@microsoft.com

Take The First Step

39

© 2016 Microsoft Corporation. All rights reserved.