Download - Your Customers Are Calling for Omni-Channel Service: Are You Listening?: Serge Hyppolite, Vice President, Aspect

©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013

Your customers are calling for Omni-channel service: Are you listening?Serge HyppoliteVice President, Aspect Software

Customer Care Leadership Forum – Denver11 September 2014

©2014 Aspect Software, Inc. All rights reserved

Are you meeting customer expectations?

2

Companies that believe they

deliver superior customer

experiences

80%

Companies whose customers agree

8%

72%Bain Customer-Led Growth diagnostic questionnaire; Satmetrix NetPromoter™ database

©2014 Aspect Software, Inc. All rights reserved3

We live in a multichannel world

▸ Channel preference is rapidly changing

▸ Mobile solutions are becoming a must-have

▸ Customers expect proactive outbound for customer care

▸ Agile service is becoming more important than multichannel service

Consistency across channels

Customer Service

Expert

Forrester Research


Phone

800#

Web self-service

Email

Chat

Social Knowledge

80’s and 90’s 2000’s Today

The Relationship Revolution


Smartphone penetration in the US reached 50% in February 2012.

By 2016, more than 60% of inbound customer service interactions are likely to come from devices other than landlines.

The Role of theContact Center Has Changed Forever.

WE BELIEVE…


THE SHIFT TO OMNI-CHANNEL COMMUNICATIONS…customers expect to engage, inquire, and request service whenever, wherever, and via whatever channel suits them.


The New Voice of the CustomerThe unpredictability of changing customer service channels and growing frustration with the continuity of service has many customers losing at…


The Omni-Channel ChallengeCustomers are playing and losing at the Omni-channel challenge


The Omni-Channel Challenge

10

Customers are playing and losing at the Omni-channel challenge

Survey conducted using the omnibus online services of TNS from October 9 to Oct 13, 2013 among national sample of 2,500 American 18 and older, of which 2,201 have contact customer service.


The Omni-Channel ChallengeCustomers are playing and losing at the Omni-channel challenge

Survey conducted using the omnibus online services of TNS from October 9 to Oct 13, 2013 among national sample of 2,500 American 18 and older, of which 2,201 have contact customer service.


Win the Omni-Channel Challenge

12

89% greater year-

over-year customer retention rates

8.5% avg. year-over-

year improvement in first contact resolution rates

9.5% average

year-over-year improvement in annual revenue

7.5% avg.

year-over-year decrease in avg. cost per customer contact

Businesses that adopt an Omni-channel strategy achieve...

According to Aberdeen Group’s October 2013 research report, Omni-Channel Customer Care : Empowered Customers Demand A Seamless Experience


Omni Channel Customer Engagement

13

▸ Creating Seamless Experiences Throughout the Customer Journey

Customer Expectations

KNOW ME:Personalized Interactions

SHOW ME YOU KNOW ME:Targeted/Timely Notifications and Previous Interaction History

ENABLE ME:All Channels, All the Time, All Devices

VALUE ME:Recognize and Listen to Your Customers

Accenture: The New Omni-Channel Approach to Serving Customers

Omni-channel Customer Experiences

Keys to delivering Omni Channel Service

SMARTNOTIFICATIONS

Based on Thresholds, Process Flows& Preferences

AN ENGAGEDWORKFORCE

Aligned SkillsSchedulesCoaching

OMNI-CHANNELINTERACTIONS

Chat | Voice | Mobile SMS | Email | Social

PERSONALIZEDRELATIONSHIPS

Customer AnalyticsPreferences

Context


Omni-Channel Customer Interaction

Automated Dialogues(Self-Service)

Voi

ce/V

ideo

Cha

t/IM

SM

S/T

ext

Soc

ial

Mob

ile A

pps

Customer Experience Big Picture

Agent-Assisted Dialogues (Live Service)

Voi

ce/V

ideo

Cha

t/IM

SM

S/T

ext

Soc

ial

Em

ail

Inbound Routing/Proactive Outbound

Con

text

ual D

ata

Tra

nsfe

r

WorkforceOptimization

Wor

kfor

ce

Man

agem

ent

Back Office Optimization

Reporting and Analytics

Enterprise Integration

Qua

lity

Man

agem

ent

Per

form

ance

M

anag

emen

t

Wor

kfor

ce

Man

agem

ent

Wor

k A

lloca

tion

&

Task

Man

agem

ent

Per

form

ance

Man

agem

ent

Security and Compliance


Conversations to have back at the office…

17

Agree to deliver

remarkable customer

experiences

Think cross channel,

omni-channel

Design your customer

experiencearchitecture

Done right -You and your

customers can WIN at the Omni-Channel

Challenge


Aspect: Seamlessly align people, processes and touch points to deliver remarkable omni-channel customer experiences

Download - Your Customers Are Calling for Omni-Channel Service: Are You Listening?: Serge Hyppolite, Vice President, Aspect

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