the evolution forum - bt launches cloud contact centre solution
TRANSCRIPT
© British Telecommunications plc
Adapt and Thrive with BT Cloud Contact
BT Cloud Contact
Evolution Forum5th October 2014The Kingsley Hotel, Cork
#btbizcon
© British Telecommunications plc
Evolution Forum
WELCOME
Eoghan McDermott –
Director of The Communications Clinic
Head of the Training and Careers Clinics
#btbizcon
© British Telecommunications plc
Evolution Forum
AGENDA
0830hrs Welcome – Graham Fagan, BT
0845hrs Keynote Speaker – Colin Taylor
0915hrs Panel Discussion
1000hrs Close
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© British Telecommunications plc
Evolution Forum
Graham Fagan
Head of Contact Centre and Multichannel Proposition
BT Ireland
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Natural selectionAdapt and thrive
Graham FaganHead of Contact Centre & Multi-channel propositionsBT Ireland
6
AN IRISH CONTEXT
7
CHANNEL EQUALISATION
CONVERGENCE OF THE GENERATIONS
9
SERVICE SECTOR PERFORMANCE
Evolve in the
Cloud
Harnessing the intellectual capital Establishing the right foundationA Challenging business environment
We can help with the challengesfaced around contact centres
• Channel equalisation not substitution
• Establishing the right foundation
• Adapt and thrive.
The Customer ExperienceCOLIN TAYLOR,
CHIEF CHAOS OFFICER
THE TAYLOR REACH GROUP
Demystifying the Customer Experience
Customer Experience is all the rage today and highly respected companies have made it part of their DNA…LL Bean, American Express etc.
Company teams spend months and millions just defining the Customer Journey,
Consultants abound that can help maximize your Customer Experience
The Customer Experience (CX)
• Is not new
• Is not just for those big firms with big budgets
• Is and has always been a key differentiator
• The experience a customer has when dealing with us is the Customer Experience, It is influenced by;• How easy we are to reach and deal with (Customer Effort),
• How knowledgeable the agents are,
• How well we can connect with a customer (rational and emotional),
• What the customer expectations are.
• Customer Experience really is Customer Satisfaction, with agents empowered to make a difference
Leveraging Customer Experience
Boil it down to its bare essentials◦ Customer expectations
◦ What service we deliver
◦ The way we deliver the service
◦ Where we deliver the service
Find the best tools to help the frontline staff get the job done and serve customers
Customer Experience – a Global Perspective
•CX is over hyped, especially in the US
•CX is like the weather everybody talks about it
•Most US centers do not have defined CX journeys or maps
•Most US centers still treating CX as CS
•In Asia it is further behind the curve
Practical Steps to Improve Customer Experience
1. Rational Connection – Demonstrates Product Knowledge/Company Knowledge
2. Emotional Connection – Helpful, Empathetic, Understanding
3. Customer Effort – Ease of Use
Multi-Channel vs Omni-Channel
Multi-Channel – the ability for customer to contact you in a number of channels (voice, email, chat etc.)
Omni-Channel- the ability of a customer to contact you in any one of a number of channels, switch channels and retain past history and context
“Let the customer pick the channel, and make it easy for them to switch channels”
Multi-Channel – You Need it Now
•Live Voice,
•Automated Voice,
•Email,
•Chat,
•Social,
•SMS,
Omni-Channel, A great tool Consumers don’t want
•A solution for a problem not yet seen by most consumers
•Acceptance will depend on familiarity
Multi-Channel a Global Perspective
•US average center has 2.x channels,
•Chat is big for technology vertical
•Social is the next big thing;• Facebook,• Twitter,
•Telecom and Banking sectors lead in technology spending
•Millennials like technology, but still use the phone
Parting Advice
Have a realistic understanding of you centers maturity,
View all new technologies with a grain of salt…technologies are promoted by vendors or consultants with vested interests,
Remember that the keys to delivering a good customer experience are
1. Making it easy for the customer,
2. Ensuring your staff can make a rational connection
3. Ensure you staff can make an emotional connection
4. Offer the services that your customer expect
Questions
Colin Taylor
@colinsataylor
ca.linkedin.com/in/colintaylor
© British Telecommunications plc
Evolution Forum
PANEL DISCUSSION
Kay Flynn – Eli Lilly
Dominic Gray – Magnetic North
Stephen Hegarty – Voxpro
Colin Taylor – Taylor Reach Group
Chris Smartt - BT
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© British Telecommunications plc
Research available for you to download
Thank you
http://btcloud-contact-business.btireland.com/
#btbizcon
© British Telecommunications plc
Adapt and Thrive with BT Cloud Contact
BT Cloud Contact
Evolution Forum5th October 2014The Kingsley Hotel, Cork
#btbizcon