Transcript of Embracing the Customer Journey © Netcall 2013. 03 October 2013 It’s not just about the channels,...
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- Embracing the Customer Journey Netcall 2013
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- 03 October 2013 Its not just about the channels, its all about
the customer Richard Farrell, Chief Technology Officer -
Netcall
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- Netcall 2013 Todays Agenda Its not just about the channels Its
all about the customer Future trends From the bizarre to the
ridiculous
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- Netcall 2013 History July 2013. In 1 Minute 204 million emails
sent 47,000 app downloads 135 new botnet infections 1.3 million
YouTube views From the dawn of civilization until 2003, humankind
generated five exabytes of data. Now we produce five exabytes every
two daysand the pace is accelerating. (Eric Schmidt, Google)
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- Netcall 2013 History
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- Netcall 2013
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- Socitm Based on cohorts of councils completing Channel Value
Benchmarking (CVB) in 2011, costs are 8.62 per visit for
face-to-face, 2.83 per call for phone, and 0.15 per visit to a
council website.
http://www.socitm.net/press/article/203/socitm_briefing_shows_scope_for_councils_to_save_through_channel_shift
_and_improved_handling_of_customer_enquiries
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- Netcall 2013
http://www.netcall.com/downloads/multichannel/
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- Netcall 2013 Contact Babel Inner Circle Guide to Multichannel
Customer Contact, Sep 2013 Telephony and email account for around
85% of interactions, yet social media, at under 1% has a far higher
profile in the enterprise. Email now accounts for over 15% of UK
inbound business interactions Web chat has also seen growth in
implementation, although volumes are still relatively low
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- Netcall 2013 Customer Requirements Effective Quick Painless
Cheap
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- Netcall 2013 Contact Babel Inner Circle Guide to Multichannel
Customer Contact, Sep 2013 Some customer prefer to use a particular
channel depending on: Age Gender Socio-economic group Technological
sophistication Time of day Their location Emotional requirements of
the interaction Preferred method of communicating with businesses
and services- Ofcom Research 2012 Note: Other mentions by 3% or
less included text messages, social networking, VoIP calls
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- Netcall 2013 Technological Requirements Multichannel is not
about buying an application. The key to it is integration, and
having access to the customer master record across channels Only
17% of contact centres claim they have full integration across all
channels WFM solutions need to be able to handle the non-real-time
nature of some channels
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- Netcall 2013 Contact Babel Inner Circle Guide to Multichannel
Customer Contact, Sep 2013
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- Netcall 2013 Transactions and Interactions Transaction
communications require access to structured business information
e.g. Balance enquiries Can shift to; IVR Speech Recognition
Web-based self-service options Customers value the speed of
self-service compared to alternatives Web and Mobile self- service
will grow strongly
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- Netcall 2013 Interaction Communications Technical, complex or
multiple enquiries where the customer requires reassurance and
confirmation, require actual dialogue and discussion Not just the
level of complexity that drives a customer to choose an interaction
rather than a transaction, but also the state of mind of the
customer at that time
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- Netcall 2013 Interaction Communications A customer may value
reassurance rather than speed in certain circumstances
Technological capability and access may not enable lower cost
channels
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- Netcall 2013 Contact Babel Inner Circle Guide to Multichannel
Customer Contact, Sep 2013
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- Netcall 2013 Contact Babel Inner Circle Guide to Multichannel
Customer Contact, Sep 2013 The past teaches us that it is the
consumers that make the decision on which communication methods
will be most used, not the business. If the channel proposed by the
business is suitable for the type of interaction then it will
succeed- otherwise, it will fail.
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- Netcall 2013 The Future of Multichannel Polarisation of
customer contact Self-service will take over the majority of
transactional communications The live channel- especially the
telephone- to deal with complex, emotion- driven, high-value
interactions
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- Netcall 2013 From the bizarre to the ridiculous... Top 10
bizarre calls to councils: 1. Are there any regulations on keeping
a crocodile in my back garden? (Reigate and Banstead Borough
Council) 2. Can you teach me how to use a chain-saw? (Chelmsford
Borough Council) 3. Do you know where I could get an old bath that
I could fill with custard? (London Borough of Sutton Council) 4.
Can you send a pest control officer to remove a frog from the
bottom of the communal stairs in my block of flats? (Crawley
Borough Council) 5. Am I allowed to bury my horse in my back
garden? (Warwickshire County Council)
http://www.local.gov.uk/media-releases/-/journal_content/56/10180/4109404/NEWS#sthash.M02eZxmD.dpuf
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- Netcall 2013 From the bizarre to the ridiculous... Top 10
bizarre calls to councils: 6. "I've tried the number given on your
website for the library but it doesn't work." "What was the
number?" "0900 1800" "I'm sorry those are the times the library is
open between..." (Surrey County Council) 7. How can I get
permission to pitch a tent on the central reservation of the A35
trunk road? (Derby City Council) 8. How do you make a marinade to
put on my barbecue steaks? (Newark and Sherwood District Council).
9. A lady rang to say she couldn't get any reception on her TV.
She'd already contacted the police and the fire brigade but they
couldn't help, so she called the council (Rossendale Borough
Council). 10. Can you remove all porn from the internet?
(Westminster City Council).
http://www.local.gov.uk/media-releases/-/journal_content/56/10180/4109404/NEWS#sthash.M02eZxmD.dpuf
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- Netcall 2013 INTELLIGENT CONTACT HANDLING WORKFORCE
OPTIMISATION ENTERPRISE CONTENT MANAGEMENT BUSINESS PROCESS
MANAGEMENT Future
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- Netcall 2013 Future INTELLIGENT CONTACT HANDLING WORKFORCE
OPTIMISATION ENTERPRISE CONTENT MANAGEMENT BUSINESS PROCESS
MANAGEMENT
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- Netcall 2013 We help our clients Simplify customer interaction
- Intelligent Contact Handling Manage resources efficiently -
Workforce Optimisation Integrate customer information - Enterprise
Content Management Improving business performance & agility -
Business Process Management
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- Netcall 2013 Contact Netcall Richard Farrell 0330 333 6100
richard.farrell@netcall.com www.netcall.com