Hear this roundtable discussion as best practices are explored on how to empower your agents to better help your customers have an effortless experience when interacting with your company.

1. TRANSFORM
CUSTOMER SERVICE
by Reducing the Efforts of Your Customer

2. NICE inContact
offers you a unique
opportunity to learn about
the ways to transform
your customer interaction.
As well as the seamless
channel management
to produce a fantastic
customer experience.
Access These Free Tools
Webinar
Reducing Customer Effort
Survey
Customer Transformation
Benchmark
2

3. LISTEN TO TRANSFORM
Your Customer Service Interactions
The next few slides give you a sample of the insight you will obtain
when you listen to the webinar.
Webinar
Reducing Customer Effort

4. 4
Webinar: Reducing Customer Effort
Annette Miesbach is a Product Marketing Manager at NICE inContact,
responsible for product related marketing activities of the inContact Customer
Interaction Cloud. Her focus is on Omnichannel Routing, including the inContact
Omnichannel Routing Engine and Self-service IVR, the inContact My Agent
eXperience™ (MAX) Agent interface and the inContact Studio Visual Routing
Designer. She is also responsible for the Open Cloud Platform, in particular the
inContact APIs and the inContact Prebuilt Integrations.
Prior to joining inContact, she has held various positions in both Product
Management, Channel Support and Product Marketing both in the cloud and
premise contact center industry, adding around 15 years of overall contact center
experience to the discussion.
Annette Miesbach
Senior Product Marketing Manager
Join us in a recorded webinar where Annette and other industry experts
take you through the process of customer service interactions, and the
ways to align your channels to provide the very best experience.

5. Channel Choices are the norm; the
number of channels is expected to rise
to 11 by 2018; Customer experience is the
#1 driver for digital
Dimension Data: Global Customer Experience Benchmarking Report (2017)
5
What is Changing in Customer Service
of customers say “ease of interaction” is the most important
attribute of a successful customer interaction
Deloitte: Global Contact Center Survey (2017)
62%
9
The majority of customers (72%) expect a
company to know their purchase history,
regardless of the channel (or channels)
they use to contact you
InContact Research: CX Transformation Benchmark Study (2017)
72%

6. 6
Channel Support and Integration
Channels Connected?
Dimension Data: Global Customer
Experience Benchmarking Report (2017)
Now
Within a Year
No Plans
96.3 1.6 2.1
94.2 3.7 2.1
78.8 13.0 8.2
76.5 6.3 17.2
74.9 8.9 16.2
66.8 18.9 14.3
59.1 18.5 22.4
56.2 26.5 17.3
52.4 32.3 15.3
41.9 9.7 48.4
33.7 31.9 34.4
22.1 22.0 55.9
19.2 25.7 55.1
13.3 32.7 54.0
Telephone (contact center operation)
Email
Website (knowledge portals, peer to peer systems, ect.)
Back office admin support
Social media (Facebook, Twitter, ect.)
IVR (touch-tone/speech)
SMS text
Mobile application (smartphone, tablet apps)
Web chat (incl. instant messaging co-browse)
Physical location (including service kiosks)
Proactive automation services
Internet of things
Video chat
Virtual assistant (chat bot)
All or Most
30%
Few or None
70%

7. 7
Topics Within the Webinar: Reducing Customer Effort
The webinar will give you insights to the following topics and how you can
achieve a personalization within your customer service process.
Disconnected Channels:
The Consequences
Reduce Effort with
True Omnichannel!
Personalization:
A True Driver
Lack of Personalization:
The Consequences
Reduce Effort with
Seamless Integration!

8. KNOW WHAT TO TRANSFORM
Analytics on the Expectations of Customers
The next few slides give you a sample of the hard data of inContact’s
survey results.
Survey
Customer Transformation Benchmark

9. Survey
9
Today’s contact centers support an average of 9 channels* and consumers have come to expect the ability to communicate
with companies any time, any where and with any device. This is the first and only research study that measures actual
consumer experiences including satisfaction, loyalty and advocacy, by communication channel.
Methodology
718 online surveys
using a consumer panel. Data was
collected from March 1-13, 2017
NICE inContact Customer Experience Transformation Benchmark
Survey Length
approximately 9 min
Qualification Criteria
consumers who had a customer service
experience within the past three months
either by initiating contact with a company,
or being contacted by a company

10. Survey
10
Today’s contact centers support an average of 9 channels* and consumers have come to expect the ability to communicate
with companies any time, any where and with any device. This is the first and only research study that measures actual
consumer experiences including satisfaction, loyalty and advocacy, by communication channel.
Highlights
8 in 10 consumers
are willing to switch companies
due to poor customer service
NICE inContact Customer Experience Transformation Benchmark
Less than half
of consumers are
satisfied with their experience,
regardless of channel
67% of customers
still prefer agent assisted customer service
with phone, email, and online chat leading
the way; only 33% prefer self-service

11. Customer Service Channel Performance
11
IVR is consistently rated lowest compared to all other channels (agent-assisted or self-service), however it is
viewed as secure.
Channel Performance – Self Service (% Rating as Excellent or Very Good)
Overall self-service channels are rated lower for “personalized service”, “convenience”,
however are valued for “security”.
66%
61%
61%
58%
71%
60%
65%
54%
62%
49%
48%
35%
Offering me personalized service
Being convenient way to
resolve my question or issue
Resolving my question or issue
in the quickest possible way
Keeping my personal
information secure
Website
IVR
Mobile app/Chat bot

12. VISIT US
NICE inContact
Webinar: www.incontact.com
Survey: www.incontact.com
Get access to the full version of the Webinar:
Reduce Customer Effort and the full Survey:
Customer Experience Transformation Benchmark
CLICK HERE TO ACCESS
FULL VERSION