Improving Your Customer's Experience

Improving Your Customer’s Experience

Matt Neimeier, Contact Center Solution

Specialist

Scott Bussey, Senior Cloud Product Manager

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Who is Integra?

Choose from a variety of data and Internet solutions to connect your business &

customized for your unique requirements. 

Secure. Scalable. Reliable.

CONNECTIVITY

Leverage our scalable, flexible and cost effective hosted & managed solutions

so you can focus on your business.

Save Time. Save Money.

HOSTED & MANAGED

Protect your business from a wide range

of evolving online threats with ourcomprehensive security suite.

Customized Protection.

CYBER SECURITY

EMPOWERING

THROUGH TECHNOLOGY BUSINESS

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Who is Mitel?

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Global Business MobilityBYOD

Cloud SocialNetworks

Compliance Competition

You

Business Challenges

Increasing Economic Pressures

Changing Patterns of Customer Service

Increasing Customer Expectations

Increasing Competitive Pressures

Today’s Customer Service Reality

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+ The Customer Effort Scoreis derived from asking the customer a simple question: How much effort did you personally have to put forth to handle your request?

+ Scores range from:1 (very low effort) to5 (very high effort)

What is your “Customer Effort”?

REALITY: Traditional call centers focusedon incoming calls. Today contact centers

give customers a variety of communicationstools to interact with your business.

Your customers can use voice, emailand/or chat.

1 Choose Method of Contact+ Provide Customers a Choice+ Divert to Lower Cost Channels+ Capture Web Traffic+ Allow Agents to Multi-Task+ Proactively Monitor Consumer

Buzz+ Voice Calls+ Callbacks+ Voice Message in Queue+ Chat+ Email+ SMS+ Social Media+ Outbound

How are Customers Contacting You Today?

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1 Choose Method of Contact+ Provide Customers a Choice+ Divert to Lower Cost Channels+ Capture Web Traffic+ Allow Agents to Multi-Task+ Proactively Monitor Consumer

Buzz+ Voice Calls+ Callbacks+ Voice Message in Queue+ Chat+ Email+ SMS+ Social Media+ Outbound

How are Customers Contacting You Today?

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“True customer engagement is making engagement personal, by knowing who you’re speaking to, and also interacting with each customer in the way they want.”

Bob Stutz, Corporate Vice President, Microsoft Dynamics CRM (@rlstutz)

Getting Customer Engagement Right

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Five Guiding Principals for Creating a Consistently Better Customer Experience:

1. Know me. Get better connected to your customer.2. Remember me. Stay connected with more relevant touches.3. Make me feel special. Proactively optimize the customer’s account and

make product suggestions tailored to them.4. Help me succeed. Continue to improve online tools and technology.5. Always be there for me. Be there for your customers – whenever,

wherever, however.

– Jill Hewett, Customer Experience Designer, Catalyst, Inc. (@jhewitt98)

Top Customer Service Takeaways

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It’s About Time:

+ “You are not competing with your best competitor, you are competing with them and for time.

+ Whoever can deliver the fastest is going to win.

+ If service is not convenient, you will lose in a digital world.

+ Customers don’t care what department you’re in; they want you to solve their problem on the 1st interaction.”

R “Ray” Wang, Founder and Principal AnalystConstellation Research, Inc. (@rwang0)

Top Customer Service Takeaways

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+ Painless. Consumers want effortless service from the touchpoint of their choice.

+ Personalized. Customers don’t want a one-size-fits-all service experience.

+ Productive. A customer service experience has to be reliable, efficient, and satisfying, but also delivered at a cost that makes sense to the business.

+ Proactive. Customers want to be notified of a problem and told it’s being fixed.

The 4 P’s of Customer Service

REALITY: Contact centers provide productivitytools for a variety of sizes of departments. From a

couple of agents who schedule appointments ata medical clinic to a helpdesk at a large

enterprise, contact centers offer enhanced callrouting, workforce management and tools to

improve your engagement with your customers.Casa Grande Regional Medical Center

Demographics are Driving Change

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Your new customers have different expectations

+ Social networking and viral information sharing bypass the contact center

+ Instant gratification is an expectation not an option

+ Personalization no matter what channel - know who I am

+ Empowerment to self serve

“I’ll text, Instant Message,

email, or chat.Please don’t

make me call.”

Consumers are driving multi-channel interaction adoption.

Trends: Customer Communication

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Today’s Customer Service and Sales Reality

1,382 Followers

498 Followers

7,992 Followers

157 Followers

104 Followers

5 People

10,133 Followers!

Today’s Customer Service and Sales Reality

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Traditional Call CenterCall Center

Inbound Calls

Outbound Calls

The Call Center Metamorphosis

Traditional Call CenterCall Center

Inbound Calls

Outbound Calls

Contact Center

Social Media

IMPresence

EmailChat

SMSText

MobileApps

SelfService

WFMAnalytics

Contact Center

The Call Center Metamorphosis

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REALITY: By providing multiple choices forassistance, wait time messaging, continuous

updates on your position in queue, self-servicetools and chat, contact centers improve the

customer’s experience with faster response times.

57% best in class companies measure support center success across email, chat, web, and voice, and 62% use integrated voice response (IVR). – (Source: Aberdeen Group) 

MultiMedia Adoption Rate

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The Right Channel for the Right Interaction

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Online Customer Service Channels

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FAQs on Company Website

Voice Conversation

Email

Chat

Customer forum

Screen Sharing

Virtual Agent

Mobile App

SMS

Twitter

0 10 20 30 40 50 60 70 80

20122014

Source: Forrester’s North American Consumer Technographics Customer LifeCycle Survey 2, 2014, 2012

Case Study

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REALITY: Agents can be located anywhere.Agents have access to real-time availability

and presence at the desktop to enablecollaboration with teleworkers. Agents can

instantly locate, message, or conference insubject matter experts.

A Solution For Migration

A Single Software Stream That Evolves With Your IT Strategy

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Time of Day

Cal

l Vol

ume

50 Agents (9am)Example Call Distribution

Process: Inbound/Outbound - Blended Agents

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Time of Day

Cal

l Vol

ume

50 Agents (9am)

Process: Inbound/Outbound - Blended Agents

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Time of Day

Cal

l Vol

ume

Backfill Lower Agent Activity with Callbacks

and Campaigns

*** EASY ROI ***

30 Agents

Process: Inbound/Outbound - Blended Agents

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How Can Integra Help?

Contact Center Interaction Lifecycle

1 Choose Method of Contact

2 Identify Customer

3 Offer Self Service

4 Queue

5 Route to Agent6 Interact

9 Implement

7 Follow-up

8 MeasureServiceEfficiencyProfit

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7 Reasons for Using a Contact Center

1 – Offer Cohesive Customer Service with Shared Resources Across Locations.

2 – Serve Customers Efficiently with Better Information.

3 – Respond Faster to Customer Questions with Access to Expert Resources.

4 – Communicate Effectively by Managing All Customer Interactions.

5 – Be Ready for Customer Contact by Matching Resources to Expected Volumes.

6 – Improve Assistance to Customers with Enhanced Agent Management.

7 – Provide the Interactive Options Your Customers Want.

Integra Offers Choice

Infrastructure DeviceSoftware

Unified Communications

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Why Customers Choose Integra and Mitel

+ Simplicity, Commitment, Value, and Experience• Complete Solution• Large Install Reference Base• Commitment to this Space• Enterprise Rich Solution• Flexible to meet your Business Requirements• Single Software Stream across Premise, Cloud, or Hybrid

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Complete – Provide your business an end-to-end solution, including SIP trunking, phones, collaboration, mobile clients and more [elaborate more here].

Simple – Replace all normal voice features of legacy PBX systems with an easy to manage cloud solution.

Secure – Guard sensitive conversations with encrypted voice tunnels.

Resilient – Trust your voice performance with our built in redundancy and failover.

Advanced – Improve your productivity with unified communications, mobility, contact center capabilities, convenient call routing and other advanced features.

Questions?

Contact Us ForFree Consultation

Help your businessimprove your customer’s experience

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