© British Telecommunications plc

Adapt and Thrive with BT Cloud Contact

BT Cloud Contact

Evolution Forum4th October 2014Aviva Stadium, Dublin

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© British Telecommunications plc

Evolution Forum

WELCOME

Eoghan McDermott –

Director of The Communications ClinicHead of the Training and Careers Clinics

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Evolution Forum

AGENDA

0830hrs Welcome – Graham Fagan, BT0845hrs Keynote Speaker – Colin Taylor0915hrs Panel Discussion1000hrs 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

Establishing the right foundation

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

ctaylor@thetaylorreachgroup.com

@colinsataylor

ca.linkedin.com/in/colintaylor

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Evolution Forum

PANEL DISCUSSION

Joanna Howard - BT

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/

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© British Telecommunications plc

Adapt and Thrive with BT Cloud Contact

BT Cloud Contact

Evolution Forum5th October 2014The Kingsley Hotel, Cork

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