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Sponsored by:

Next-LevelCustomer

Engagement Strategies to Boost

Contact CenterEfficiency

2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.2

Lisa SutrickManaging Director, Customer Engagement SolutionsPitney Bowes

Mila D’AntonioEditor-in-Chief1to1 Media

Today’s Presenters

James HeymanManaging Director, Customer Engagement SolutionsPitney Bowes

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How accurate, responsive service will increase first-call resolution

Ways to deliver a highly personalized, cross-channel experience with speed and consistency

How to grow revenue with real-time insights and effective multichannel follow-up

Best practices for creating customer interactions that are more personal, relevant, and engaging than ever

2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.

Key Takeaways

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2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.5

The Customer Service Disconnect

2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.

Will include a stat here on the cost of

siloed data and systems on

customer service

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The Benefits of Connected Customer Service

2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.

Will include a stat here about the benefits of integrating disparate

data, technologies and processes in customer

service

2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.7

Lisa SutrickManaging Director, Customer Engagement Solutions

Pitney Bowes

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Transforming the Call Center into an Engagement Center

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The Changing Consumer

Today’s customers are more…• Connected• Social• Mobile• Aware• Informed• Empowered

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Customer engagment requires connecting organizational silos for better results...

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… connect siloed departments and point products…

… connect siloed departments and point products…

… in order to create positive

connected experiences

… in order to create positive

connected experiences

… to positively influence future

consumer behaviour

… to positively influence future

consumer behaviour

… and ultimately generate stronger

revenue growth and profits

… and ultimately generate stronger

revenue growth and profits

Customer Engagement Solutions...

• Contextual• Individual• Specific• Channel of

Choice• Timely

• Purchases• Loyalty• Recommendation• Price Sensitivity

• Research clearly proves that firms with higher customer engagement indices are superior to their peer group

• Marketing• Store Operations• Support & Service

Call Center• Billing department

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Impact of customer experience

Customers have never had so much choice. Yet:

Forrester Research says…• Only 8% of companies were awarded a top grade

by their customers.

Gartner indicates a 5% increase in customer retention can increase profits by 25%-125%.

Integrating the call center as part of overall customer lifecycle management is critical

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Call Centers Must Be Integrated Into Entire Customer Lifecycle

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Call Centers Critical for Omnichannel Experience

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Organizations need to overcome several obstacles

Disconnected channels

Limitedcustomer

insight

Disparateplatforms

Limited personalization

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Most organizations face difficulty in making this transition

Disconnected technologies which can make reporting difficult, convoluted and time consuming (Forrester)

Greater complexity52% of customers use three or four channels when seeking customer care (Ovum)

Existing CRM platform not equipped for real-time, multichannel marketing automation

Need to empower agents while maintaining control

The new requirement is

“agile service” which Forrester defines as seamless interactions across multiple platforms

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Call Center Transformation Spans the Enterprise

Know whoI am

Understand my context

Engage meafter the call

Predict my needs

See what I see

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Critical Business Issues Facing Call Centers

Agent attritionFirst call resolutionAccess to relevant customer data and all outbound communications.Balancing brand and legal compliance with flexibility for personalized communicationsIntegrating the Call Center into campaigns

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James HeymanManaging Director, Customer Engagement Solutions

Pitney Bowes

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Critical Business Issue

Agent attritionPoor customer service, from any department will undermine your brand, hurt your bottom line with your customers. But what about your employees?

Agent attrition plagues the call center:• 30-100% attrition rates for call center representatives• Recruiting, hiring and training replacements cuts deeply

into call center operations budgetLarge call centers spend hundreds of millions of dollars on CSR replacement annually

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Critical Business IssueInability to identify and view all information about a customer

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Critical Business IssueAgents unable to successfully close customer case on first contact – First Call Resolution (FCR)

Key Finding: If the customer’s inquiry or problem is resolved in the first call, only 1% of those customers are at risk to go to your competitors. Conversely, 15% of customers who did not get their inquiry or problem resolved are likely to go to your competitors.

SQM Group; First Call Resolution Benchmark Study

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Critical Business Issue: Managing Control, Compliance, Agility & Personalization

Assurance that brand and compliance is met in all outbound communications including correspondenceCommunications are relevant and in contextOutbound campaigns informed with inboundinteraction history

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Critical Business IssueInability to integrate the Call Center as a channel in campaign execution

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Creating an omnichannel Contact Center that engages customers

Customer dataAccess to all customer communicationsBest next action decisioningReal-time multichannel contextPersonalized and compliant resolution

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In-depth understanding of customer needs and unique opportunities

Access profile data, product data, transaction data, billing data and behavior dataImmediate customer understanding

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Immediate access to customer-facing documents

High-speed repositoryRetrieve, view, download and share customer communications

• “See what I see” capabilities• Respond with speed and accuracy• Eliminate need for paper copies and reprints

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Automated, best-next-action decisioning across all touchpoints

Real-time scoringAutomated decisioningBest-next-action screen prompts

Interject highly personalized content –offers, notifications, invitations, alerts –based on prior interactions

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Real-time, multichannel context

Analyze prior customer interactionsAutomate processesCentralize campaign management

Coordinate inbound and

outbound engagement

Coordinate inbound and

outbound engagement

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Efficient, compliant, multichannel follow-up

Centrally-managed templates• Supports marketing, compliance, productivity• Intuitive, WYSIWYG design• Delivery tracking• Inbound response management

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James HeymanManaging Director, Customer Engagement SolutionsPitney Bowes

Lisa SutrickManaging Director, Customer Engagement SolutionsPitney Bowes

Audience Q&A

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