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©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
CONTACT CENTRE SERIESFive Steps To Success In A Down Economy
Alton Harewood @altonjharewoodhttp://www.altonjharewood.com
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Event sponsored By:
Some graphics courtesy of Aspect Software Inc.
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 87262
Image Credit: Business WeekThe State of Canadian Debt: Graphics credit: CBC
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 87263
Time to get down to brass tacks: How has your customer base changed? How are you handling this in a down economyWhat will help you succeed?ROI includes INVESTMENT
Economy difficult globally
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 87264
“You may delay, but time will not” - Benjamin Franklin
Five Steps To Success In A Down Economy
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 87265
Do you have a smart phone?
Have you downloaded an app?
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
700% over the next three years!
Mobile Applications
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 87268
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872610
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
The Five Steps
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©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
Evaluate
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©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872613
40,000 Feet
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872614
Customer Chosen Contact Methods
Customer Satisfaction
Key Performance Metrics
Employee Satisfaction
Social Network Feedback
Quality & Process
Target what you will EVALUATE
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872615
Copy of worksheets used available on altonjharewood.com
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872616
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872617
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872618
Focus
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
What Will YOU Focus On?
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Unified Contact Centre Framework
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872620
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
Enterprise Back Office Planning
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©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872622
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
Differentiate
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©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872624
http://www.onpath.com/
“Actionable solutions to transform operations”
http://www.executiveboard.com/
We generate B2B targeted intelligent business conversations
http://www.marketlinc.com/
We identify your best online prospects and disrupt patterns of site abandonment
http://www.radian6.com/
full service social solution that helps you listen, measure, engage and discover online conversations so you can build your community and your business.
RELEVANT DIFFERENTIATION…
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872625
BY 2016, Technology Strategy International forecasts that
almost 80 per cent of the smartphones in Canada will be NFC-enabled.
Story and Pictrue Credits: CNW NewsWire Nov 2 2012 & GSM Arena
Forecasts for mobile commerce suggest that it will become a significant method of payment in just the next
few years.
“NFC” Near-Field Communications
IE Market Research forecasts total mobile payments in Canada will reach $14.2B.
1st NFC mobile transaction
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
Communicate
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
COMMUNICATE SMART INITIATIVESDoes Your Initiative Make Sense?
Specific
Measureable
Achievable
Realistic
Time Managed
SMART
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
COMMUNICATION INITIATIVE EXAMPLE Leveraging Mobile Technologies To Reduce Inbound Contact Volumes
SPECIFIC We will deliver an interactive mobile application MEASURABLEThis will deliver profile/account information and timely updates based on the top 5 reasons a customer contacts us to reduce contact loads by 5-10% ACHIEVABLEWe will integrate only elements of what have been delivered on the web site at first pass REALISTIC The application can be downloaded via the mobile web site or the mobile marketplace for the iOS and Android markets, Windows Mobile will follow as a second phase TIME MANAGEDThe application will be delivered to market by January 2013
SMART
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
Act! !
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
ACT! EXAMPLE: Granular Steps for Mobile Application Action Plan
SPECIFIC What is the purpose of the application? What does the business need the app to do? What is its mission and value back to the organization, by when? What are the specific objectives? (i.e. encourage and facilitate inquiries) MEASURABLE What are the measures of success? How do we know the app is “delivering” what the
business needs? ACHIEVABLE Are the app capabilities repeated on a web site? How do you want to handle the content/authoring process (i.e. expiration, metadata, SEO
terms, workflows, etc.)? What is included in “multilingual”? How is this supported? REALISTIC How does this app fit in your broader strategy? Who is the audience? What’s their experience? TIME MANAGED What metrics do you want to track? What reporting do you need? When does this application need to be “live”?
SMART
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872631
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872632
Copy of worksheets used available by leaving your contact information at the Aspect booth
SMART
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
Results: Mobile Experience?
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
Hyundai – Hyundai Equus iPad Owner Experience— How do you change customer
perception of your product?— Beyond just marketing to customers,
how do you give them utility?— How do you extend the ownership
experience beyond the dealership?
©2010 Aspect Software, Inc. All rights reserved.
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©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
Winchester: Ballistics Calculator
— How do you take existing assets, and adapt/ optimize them for a mobile platform?
— How do you ensure that the experience is relevant to a mobile platform?
©2010 Aspect Software, Inc. All rights reserved.
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©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 872636
“You miss 100 percent of the shots you never take.” - Wayne Gretzy
©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com [email protected] 514 245 8726
Edited From Contact Atlantic Presentation
Helping companies improve customer experience and efficiency for over twenty–five years as a contact centre leader , product specialist, program and
project manager, client partner and sales executive challenger.
Please do not hesitate to reach out to me to connect to talk about your business – I’ll be at the Aspect booth throughout the event:
[email protected]@altonjharewood
http://www.altonjharewood/com
(514) 245 8726
In the event any graphic has been unaccredited or should be removed please contact me and I will arrange this immediately