top 10 trends impacting your contact center
TRANSCRIPT
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Nonprofit Webinar Series The next generation of communications.
TOP 10 TRENDS IMPACTING YOUR CONTACT CENTER
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Your Participation
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GoToWebinar Housekeeping: Submitting your Questions
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Your Participation
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Speakers Introduction
Top 10 Trends Impacting your Contact Center
How to Profit From Them
UniVoIP’s Multi-Channel Contact Center
Customer Engagement & Experience Impact
Agent Productivity & Real-Time Monitoring
Q&A
Webinar Agenda
UniVoIP welcomes you!
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Industry Expert Speakers
Matt Neimeier | Contact Center Solution SpecialistMitel Contact Center and Customer Interaction / Engagement Specialist covering all of Western U.S. with 20 years of call center industry experience. He has a history of solution solving for business needs and possess the heart of a teacher with a consultative approach.
Che Cullenbine | Sr. Director of Learning ManagementSpecializing in team management in the hosted and hybrid-hosted IP PBX arena, Che has helped implement and grow core values and missions of several companies. He is extremely inspiring, positive, supportive, approachable, creative, resourceful and committed.
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How did we get here?
Teller MobileATM Internet
The Evolution
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Today’s Reality
Every business interacts with customers, but few have adapted to their modern communication preferences.
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It is more than just the contact center team influencing
customer experience.
Many existing CC implementations are outdated and ill-fit for the state
of the market.
Improving customer
experience is now a C-level priority.
Customers and business have
evolved and we must adjust our strategy to keep
pace.
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Trend #1 - Customer Mobility
Half of the world’s population uses mobile phones and usage is expected to grow at least 5% per year.
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Trend #2 - Access to Information
One-third of all web pages are now being served to mobile devices.
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Trend #3 - Social Connections
One-quarter of the world’s population has active Social Media accounts.
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Case Study:Red Funnel FerriesSouthampton, UK
Customer satisfaction is up 116% YoY due to Social Media strategy.
Complaints aredown 16% YoY.
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Trend #4 - Digital Interactions
Customer communications are increasingly digital.
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Trend #5 - Self-Service
Use of web self-service options increased to 76% in 2014.
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Trend #6 - Flexible Communications Models
74% percent of consumers use three or more channels for customer interactions.
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Trend #7 - Technology Evolution
There were 3.9 million mobile applications available as of July 2015 and there will be 50 billion internet connected
devices by 2020.
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Trend #8 - Big Data
Modern business analytics are revealing details about customers that were never before understood.
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Trend #9 - Ever-changing Business Model
Mergers and acquisitions had an estimated value of $4.31 trillion worldwide in 2015.
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Trend #10 – The Cloud
Public and Private clouds are becoming more and more capable of supporting mission critical applications.
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UniVoIP’s Multi-Channel Contact Center
Advanced contact center technology creates a dynamic customer experience
and ensures agent productivity.
Now speaking…Che CullenbineSr. Director of Learning ManagementUniVoIP
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UniVoIP’s Contact Center Solution’s Key Stakeholders
UniVoIP OfficeConnect Enterprise Edition focuses on benefiting key stakeholders; customers, contact center
agents, supervisors, office users and the IT team.
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Contact Center: Customer Experience Enrichment
• One-third [33.3%] of the working population is comprised of tech savvy millennials. (PewResearch)
• Ninety percent [90%] of consumers check your website before interacting with your company. (Synthetix)
• More and more consumers prefer to interact through voice alternatives like email, chat, SMS, Social Media and self-service.
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Contact Center: Customer Experience Enrichment
Website Contact Us Sliding Panel
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Contact Center: Self-Service Intelligence
Visual IVR Interface
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Call Center – Agent Productivity Maximization
Multi-channel & Unified Communication Agent Interface
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. Call Center: Supervisor Real-Time Monitoring
Hundreds of reports accessible to supervisors in real-time!
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The Power of UniVoIP’s Contact Center Solution
Give customers a choice on how to communicate, create customer profiles, better manage customer expectations,
and experience necessary reporting capabilities.
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The Power of UniVoIP’s Call Center Solution
Save on overhead costs, increase employee morale and serve more time zones with a distributed Contact Center.
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