Isn’t technology supposed to make our lives easier?

Richard KennyE&A Marketing

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100% of customer interactions will be in the public domain

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Marketing isn’t working

The rise in self service

Web, App and FAQare first choice

Customers highly familiar with your product

Self service failure causes frustration

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“Your call is important, please hold”

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And you have a Call Centre?

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How did we get here?

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Time to change

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Smarter customer interactions

Want to improve your customer interactions?Get rid of your call centre

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Meet your new customer

The omni-channel world

Aggregation of marginal gains

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Technology – putting IT at the centre of delivering smarter customer interactions

Technology MUST enable your associates, NOT constrain them

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Longer calls

Increased complexity

Need help from

others

Improving cust sat

How to resolve this?

PresenceCollaboration

Proof point UC case study - Energimidts, Denmark

Key benefit from introduction of UC

25%

50%

Combining Nortel phone system with Lync

Reduced customer churn

Of people leaving were won back

Of people are now won back

Increased collaboration and access to escalation points

Traditional phones for customer contact

Internal escalation and collaboration

Headset to bridge between systems

Highly service focused culture

Cloud

Automated data protection

Automated queue availability

Agent ready via Headset on

Agent not ready via Headset off

Out of reach “not Ready” with wireless headsets

Wireless

Visual IVR

Am I the future?

Conclusion

>Increasingly complex environment for agent>Service quality increasingly important

>Collaboration tools can improve service >Automating manual processes helps productivity >Some technology choices available immediately