From social media to self-service, new channels and changing expectations are transforming customer service. Make the best impression on them by managing all channels consistently regardless of where your agents are located. More at http://oran.ge/127ie4N

1. delivering the new
customer experience
1 delivering the new customer experience

2. From social media to self-service, new channels and
changing expectations are transforming customer service.
The contact center plays a vital role in customer
satisfaction, with 92% of consumers forming an opinion
about you through it. Make the best impression on them
by managing all channels consistently regardless of where
your agents are located.
2 delivering the new customer experience

3. 33%
new demographics
55%
changing contact channels
Worldwide demographics will affect In 2008, nearly 70% of interactions were over
customer service. Generation Y will the telephone. By 2011, it was down to 55%
account for 33% of the global replaced by self-service channels. Although six
population by 2020. They want to times more expensive than IVR, voice still has
communicate via social networks the highest customer satisfaction.
and be empowered by self-service.
3 delivering the new customer experience

4. 10,000 73%
connect with social first impressions count
media
Social media has become a vital channel. Some 92% of consumers form an opinion
Use it to support customers, send about you through the contact center.
outbound messages and manage 73% of Gen Y consumers will leave after
reputation. To keep current with customers, one bad service experience.
Dell has trained more than 10,000
employees in social media since 2005.
4 delivering the new customer experience

5. 50%
multichannel contact
75%
look to the cloud
50% of self-service interactions still Contact centers that use software-as-a-
require a contact center agent. service (SaaS) can deploy agents anywhere
Multichannel contact centers help - with no capital expenditure. By 2013, 75%
you manage all customer contact of contact centers will use SaaS to simplify
channels consistently. management and easily deliver the new
customer experience.
5 delivering the new customer experience

6. thank you presentation created by Futurity Media.
sources: Gartner, Benchmark Research,
to learn more visit: Convergys, Customer Focus Inc, International
Marketers Survey, Yankee Group, McKinsey,
http://www.orange- Frost & Sullivan, Forbes.
business.com
6 delivering the new customer experience