The 5 trends covered include: 1. Changes in customer interaction methods - the move to omni-channel and customer collaboration 2. The evolution of self-service - knowledge management, the Internet of Things, and beyond 3. Dramatic increase in mobility - the impact on customer communications 4.The "enterprise as contact center" - collaboration, back office service and the blurring of contact center boundaries 5.The evolution of contact center metrics - making it about quality and customer value

1. Welcome to Today’s Webinar :
We will begin at approximately
12noon AEST
Top 5 Trends in Customer Communications

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Meet your moderator
Fiona Keough
CEO Auscontact
Sydney, Australia

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How to interact with us Today:
Type your
comments and
questions here
throughout

4. Welcome
John Cray
VP, Product Management
Enghouse Interactive

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One minute on Enghouse …
 Founded in 1984
 Delivering contact centre communications
products for over 20 years – to currently over
10,000 customers
 1200+ employees, $250M in revenue, market
cap over $1.3B, profitable
 Global Operations in 15 countries
Customer Communications
Software and Services
Telecommunications and
Utility Networks Software
Transportation Services and
Operations Software

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First …
We’re not going
to talk about cloud.
Well … maybe a little bit.
It’s a deployment option, not a trend impacting the quality of customer communications.

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So what are we going to talk about?
The Top 5 Trends
1. Changes in customer interaction methods – the move to omni-channel and customer collaboration
2. The evolution of self-service – knowledge management, the Internet of Things, and beyond
3. Dramatic increase in mobility – the impact on customer communications
4. The “enterprise as contact centre” – collaboration, back office service and the blurring of contact
centre boundaries
5. The evolution of contact centre metrics – making it about quality and customer value
A Real-World Scenario
The Enghouse Approach

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What is Omni-Channel Communication?
Removing channel boundaries from customer communications
– Allowing “media escalation” – one form of communication can
evolve into others
– IM  Call; Call  Video; Data Sharing and Collaboration
Guaranteeing a seamless cross-channel customer experience
– Ensuring context and data is made available cross-channel
– Monitoring, managing and tracking the unified experience
Trend 1:
Omni-Channel & Collaborative Communication

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“The Global Unified Communication market is forecasted to grow at a CAGR of
14.08 percent over the period 2014-2019.”
- Technavio, November 2014
“UCC will become a ‘standard communication infrastructure,’ with a market set to
hit nearly $62 billion by 2018, driven by more than 15% annual growth.”
-Forrester, 2014
Omni-Channel Driven by Unified Communications
Key Drivers:
 Enterprises have a need to cut costs while maintaining or improving telecommunications
 Millennials entering the marketplace have a much greater demand for UC tools
 Evolution of satellite, wireless and terrestrial transmission system arenas is boosting growth

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How many of you are already using the Omni-Channel
approach to customer communications?
Yes
No, but I am interested to implement
No, not applicable
Poll Question 1:

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Who’s Winning the UC Battle?

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A Practical Use Case …
Intelligent
Routing
Escalation to Voice / Video / Screen Share

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Trend 2:
The Evolution of Self-Service
Self-Service Usage Varies by Market
Contact centre Decision Maker’s Guide, Survey of 205 CC Managers, Contact Babel, 2014

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Traditional Self-Service Model

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The Value of Web-Enabled Self-Service
6.0%
4.9%
4.1%
1.9%
3.5%
2.3%
0.2%
-1.0%
-2%
0%
2%
4%
6%
Customer retention Number of positive
mentions through
social media channels
Number of quality
SLA’s met
Average revenue per
contact
Year-over-yearpercentchange
n=305
Companies delivering self-service through corporate website
All Others
Source: Aberdeen Group, April 2014

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Knowledge Management
Increased Complexity of Interactions
Lower Costs & Greater Usage
The Future of Self-Service
Internet of Things (IoT)
Building Systems Alarming
Automated Device Issue Alerting
Security Alarming & Response
Supplies Replenishment
Improved Response Times
Virtual Intelligent Personal Assistant
Automated Search for Best Deals
“Knowbot” Internet Problem Search
Mapping Personal Interests to Info
Continuous Personal Service

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Trend 3:
Dramatic Growth in Mobility
% of All Network Traffic from Mobile Devices, Worldwide
Cisco Global Bandwidth Forecasts, 2014
2014:
2015:
2016:
2017:
5.0%
7.6%
11.7%
17.9%

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Emerging Use of Outbound Notifications
Contact Babel, 2014

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Mobile App vs. Mobile Website
Contact Babel, 2014

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A Practical Use Case …

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Hello Mr. Williamson, I see you’re
researching loans.
How can I help you with that?

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How important is mobile access to your customers?
Not important at all
Just another device for calling into your business
Important for self-service
Important for both self-service and live contact
Poll Question 2:

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Trend 4:
The Enterprise as Contact centre
Contact Babel, 2014
First, It’s about Customer Satisfaction …

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The Evolution of Back-Office Customer Service
Offline Back-
Office Research
Real-Time
Collaboration
Back-Office
Queuing/Routing
Technical Issue
Research & Resolution
Approval of Order Discount
or Replacement Part
Routing to Loan
Approval Officer
Level of
Sophistication
Example
Use-Case

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Operations Quality of Service Business Drivers
Sophistication
Scope of Impact
Talk Time
Handle Time
Schedule Adherence
Agent Utilisation
Interaction Volume
Speed To Answer
Issue Resolution Time
Quality of Interaction
Satisfaction (Survey)
First-Contact Res.
Staff Attrition Rate
Cost Per Customer
Revenue Per Customer
Customer NPS
Cust. Lifetime Value
Trend 5:
Evolution of Contact centre Metrics

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Sophistication
Scope of Impact
Talk Time
Handle Time
Schedule Adherence
Agent Utilisation
Interaction Volume
Speed To Answer
Issue Resolution Time
Quality of Interaction
Satisfaction (Survey)
First-Contact Res.
Staff Attrition Rate
Cost Per Customer
Revenue Per Customer
Customer NPS
Cust. Lifetime Value
= Focus of the “Traditional” Contact centre
Operations Quality of Service Business Drivers
Evolution of Contact centre Metrics

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Sophistication
Scope of Impact
Talk Time
Handle Time
Schedule Adherence
Agent Utilisation
Interaction Volume
Speed To Answer
Issue Resolution Time
Quality of Interaction
Satisfaction (Survey)
First-Contact Res.
Staff Attrition Rate
Cost Per Customer
Revenue Per Customer
Customer NPS
Cust. Lifetime Value
= Customer Interaction Analytics Trend
Operations Quality of Service Business Drivers
Evolution of Contact centre Metrics

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What are your most important metrics for contact centre
success?
Talk Times and Service Levels
Supervisor-measured Quality of Customer Interactions
Survey-measured Customer Satisfaction Levels
Customer Net Promoter Score or Lifetime Value
Poll Question 3

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Interaction Quality
– Recording / Supervisor Evaluation
– Interaction Quality Survey – Post-Interaction, Follow-Up
– Tracking Required Callback or Follow-Up Interaction
Customer Satisfaction and Value
– Overall Satisfaction / NPS Survey
– CRM Analytics (Revenue/Issue Cost) & Interaction Cost Analysis
Quality Measurement Techniques

30. Tying It Together
Overall Interaction Workflow

31. Contact centre Agent Mark logs in at the beginning of the day…

32. Mark is immediately productive, handling interactions of all types:
SMS texts, social media, email, and so on. He can multi-task,
handling multiple customer requests at the same time.
I I
III II

33. While responding to non-live interactions, a high-priority callback
comes into queue. (A customer had been using the company’s
mobile app and needed live help.)

34. CRM
History
KB
Articles
It’s from Laura, routed to Mark because he handled her last call.
Mark sees Laura’s CRM record, interaction history, and the top knowledge
base articles that match the products that Laura has purchased.

35. The speech analytics application coaches Mark throughout the call, ensuring
he stays on script and detecting any issues. Is Mark talking over her? Is he
speaking too fast? Is he speaking too loudly? Is Laura getting upset?

36. Mark needs help with Laura’s issue, so he flags his supervisor,
Anna, who sees the alert on her tablet and monitors Mark’s call –
she can IM or help him with the call.

37. I I
III
II
With Laura’s issue handled, Mark gets back to those other
communications. He is continuously productive.

38. Laura is satisfied, and Anna has a recording of the session that she
can evaluate and use for coaching staff in the future.

39. The Enghouse Approach
A Complete Portfolio for Great
Customer Communications

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Manager
Agent
Customer
Recording, Evaluation
& Coaching with
Quality Management Suite
Self-Service & Scripted
Knowledge Management
with KMS
Automated Outbound
with Predictive Dialer
Ensuring Quality
with Speech Analytics
Complete Contact centre
Management
A rich portfolio for great
contact centre communications

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Type your
questions
here
Questions

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Reasons to fill out the exit
survey
3 great
1. Receive the slides and recording of the webinar
2. Get a call to learn more
3. All of the above

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THANK YOU
My contact info: john.cray@enghouse.com
John Cray
VP, Product Management
Enghouse Interactive