The Changing Face of the Contact Centre

The Changing Face of the Contact

Centre18th September 2013

https://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=d0IVxwfyEUN1NM&tbnid=9x8kLsjmu9qhDM:&ved=0CAUQjRw&url=https://www.wbginvestmentclimate.org/advisory-services/regulatory-simplification/business-regulation/norevents.cfm&ei=a41-UfWqGYb80QX9vIAY&bvm=bv.45645796,d.d2k&psig=AFQjCNGRVCO3VzDPWQO0puKd9OKD1g-6ag&ust=1367334621795849

How is your contact centre changing?

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=89DRW_22OODm3M&tbnid=LdumUV8dlK9BOM:&ved=0CAUQjRw&url=http://archivesocial.com/blog/social-media-compliance-tips-financial-edition/&ei=7QgzUsXDCcbN0wWE3oHADQ&psig=AFQjCNFqIW3t3ziDk4T2qzi0vs2ZY8ByoA&ust=1379162707129526

How do your tenants communicate with you?

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=PqCnR1q5a8GpnM&tbnid=6qG2CKpAkvxlFM:&ved=0CAUQjRw&url=http%3A%2F%2Fwww.reachingcampus.com%2Fcommunicate-with-your-donors%2F&ei=WjYzUqbuGMTI0QX574DADA&psig=AFQjCNG9GQSCpOGbF1c69CGma0rVZpwcCQ&ust=1379174052592660

Current communication challenges?

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=JcLs_z2AINLVbM&tbnid=WmsBrh1g78-oaM:&ved=0CAUQjRw&url=http%3A%2F%2Fwww.casestudy.co.in%2Ftag%2Fcommunication-challenges%2F&ei=MA4zUtOvLKOf0QWIyYDQCQ&psig=AFQjCNHk-l1vapVt2oq4cQthMcLx-VG0vg&ust=1379164058477558

How are you connected to the internet?• By end of 2013, there will be more internet connected mobile devices than

humans; equal to 7billion!

• Mobile video currently makes up half of data transmitted worldwide – increasing to will be two thirds by 2017

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=DhTEQq0HI19FDM&tbnid=4XrHKcjjR0mo-M:&ved=0CAUQjRw&url=http%3A%2F%2Ffreedesignfile.com%2F20318-elements-of-internet-concept-background-design-vector-04%2F&ei=ygszUumoDZC10QWhkoDoBw&psig=AFQjCNGyCaHK-qAz7jOIlzs4cg3grYvsAQ&ust=1379163450894974

How do you use video?

• Zero usage in 2003 increased to 59million concurrent users in 2013• Average 7 minutes per day on Skype• International Skype to Skype voice and video traffic grew 44% in 2012 to

167billion minutes - more than twice the growth of all international carriers in the world combined.

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=QQ7qfhRVPnCAVM&tbnid=-ah19NE387av3M:&ved=0CAUQjRw&url=http%3A%2F%2Fnuancemarketing.net%2F2010%2F08%2Fusing-video-and-youtube-for-your-business%2F&ei=GA0zUtyrG4Op0QXS14CoAg&psig=AFQjCNEKUBve92ADJrpPa8iPH5PkQaOm4g&ust=1379163787508082

How do email and web chat work for you?

• 17% of interactions in UK Contact Centres were email, web chat or social media 2012

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=me3m2yLPghze5M&tbnid=HDkQ9H0mhTz11M:&ved=0CAUQjRw&url=http%3A%2F%2Fwww2.burndy.com%2Fabout-us%2FeBusiness%2FOnline_Services.aspx&ei=QzwzUtTOOMGS0AXOv4HgAg&bvm=bv.52164340,d.ZG4&psig=AFQjCNFKTStv_2m1TgMYH2EoS5C8Lp_ejQ&ust=1379175856728962

Considering social mining?

• Harnessing social media:– Identity & Reputation Management– Internal & External Communication– Tenant & Customer Feedback– Market Research– Networking

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=89DRW_22OODm3M&tbnid=LdumUV8dlK9BOM:&ved=0CAUQjRw&url=http://archivesocial.com/blog/social-media-compliance-tips-financial-edition/&ei=7QgzUsXDCcbN0wWE3oHADQ&psig=AFQjCNFqIW3t3ziDk4T2qzi0vs2ZY8ByoA&ust=1379162707129526

An internet minute...

http://y2socialcomputing.files.wordpress.com/2012/06/social-media-visual-last-blog-post-what-happens-in-an-internet-minute-infographic.jpg

Future of Contact Centre

• Video• Remote working• Email• Web chat• Social media

The Changing Face of the Contact Centre

Documents

social media

mobile video

uk contact centres

web chat work

social mining

contact centre18th

video traffic

mobile devices