©2012 alton harewood - all rights reserved - @altonjharewood - [email protected] 514 245...

©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726

CONTACT CENTRE SERIESFive Steps To Success In A Down Economy

Alton Harewood @altonjharewoodhttp://www.altonjharewood.com

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Event sponsored By:

Some graphics courtesy of Aspect Software Inc.


Image Credit: Business WeekThe State of Canadian Debt: Graphics credit: CBC


Time to get down to brass tacks: How has your customer base changed? How are you handling this in a down economyWhat will help you succeed?ROI includes INVESTMENT

Economy difficult globally


“You may delay, but time will not” - Benjamin Franklin

Five Steps To Success In A Down Economy


Do you have a smart phone?

Have you downloaded an app?


700% over the next three years!

Mobile Applications


The Five Steps

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Evaluate

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40,000 Feet


Customer Chosen Contact Methods

Customer Satisfaction

Key Performance Metrics

Employee Satisfaction

Social Network Feedback

Quality & Process

Target what you will EVALUATE


Copy of worksheets used available on altonjharewood.com


Focus


What Will YOU Focus On?

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Unified Contact Centre Framework


Enterprise Back Office Planning

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Differentiate

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http://www.onpath.com/

“Actionable solutions to transform operations”

http://www.executiveboard.com/

We generate B2B targeted intelligent business conversations

http://www.marketlinc.com/

We identify your best online prospects and disrupt patterns of site abandonment

http://www.radian6.com/

full service social solution that helps you listen, measure, engage and discover online conversations so you can build your community and your business.

RELEVANT DIFFERENTIATION…


BY 2016, Technology Strategy International forecasts that

almost 80 per cent of the smartphones in Canada will be NFC-enabled.

Story and Pictrue Credits: CNW NewsWire Nov 2 2012 & GSM Arena

Forecasts for mobile commerce suggest that it will become a significant method of payment in just the next

few years.

“NFC” Near-Field Communications

IE Market Research forecasts total mobile payments in Canada will reach $14.2B.

1st NFC mobile transaction


Communicate


COMMUNICATE SMART INITIATIVESDoes Your Initiative Make Sense?

Specific

Measureable

Achievable

Realistic

Time Managed

SMART


COMMUNICATION INITIATIVE EXAMPLE Leveraging Mobile Technologies To Reduce Inbound Contact Volumes

SPECIFIC We will deliver an interactive mobile application MEASURABLEThis will deliver profile/account information and timely updates based on the top 5 reasons a customer contacts us to reduce contact loads by 5-10% ACHIEVABLEWe will integrate only elements of what have been delivered on the web site at first pass REALISTIC The application can be downloaded via the mobile web site or the mobile marketplace for the iOS and Android markets, Windows Mobile will follow as a second phase TIME MANAGEDThe application will be delivered to market by January 2013

SMART


Act! !


ACT! EXAMPLE: Granular Steps for Mobile Application Action Plan

SPECIFIC What is the purpose of the application? What does the business need the app to do? What is its mission and value back to the organization, by when? What are the specific objectives? (i.e. encourage and facilitate inquiries) MEASURABLE What are the measures of success? How do we know the app is “delivering” what the

business needs? ACHIEVABLE Are the app capabilities repeated on a web site? How do you want to handle the content/authoring process (i.e. expiration, metadata, SEO

terms, workflows, etc.)? What is included in “multilingual”? How is this supported? REALISTIC How does this app fit in your broader strategy? Who is the audience? What’s their experience? TIME MANAGED What metrics do you want to track? What reporting do you need? When does this application need to be “live”?

SMART


Copy of worksheets used available by leaving your contact information at the Aspect booth

SMART


Results: Mobile Experience?


Hyundai – Hyundai Equus iPad Owner Experience— How do you change customer

perception of your product?— Beyond just marketing to customers,

how do you give them utility?— How do you extend the ownership

experience beyond the dealership?

©2010 Aspect Software, Inc. All rights reserved.

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Winchester: Ballistics Calculator

— How do you take existing assets, and adapt/ optimize them for a mobile platform?

— How do you ensure that the experience is relevant to a mobile platform?

©2010 Aspect Software, Inc. All rights reserved.

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“You miss 100 percent of the shots you never take.” - Wayne Gretzy


Edited From Contact Atlantic Presentation

Helping companies improve customer experience and efficiency for over twenty–five years as a contact centre leader , product specialist, program and

project manager, client partner and sales executive challenger.

Please do not hesitate to reach out to me to connect to talk about your business – I’ll be at the Aspect booth throughout the event:

[email protected]@altonjharewood

http://www.altonjharewood/com

(514) 245 8726

In the event any graphic has been unaccredited or should be removed please contact me and I will arrange this immediately

©2012 alton harewood - all rights reserved - @altonjharewood - [email protected] 514 245...

Documents

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cbc slide

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customer chosen

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customer base