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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