“Power to the People” – that’s what comes after multichannel and omnichannel!
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Transcript of “Power to the People” – that’s what comes after multichannel and omnichannel!
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“Power to the People” – that’s what comes after multichannel and omnichannel!Frikkie Hurn, Snr Client Account Manager - Africa
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Since 1994All-in-One, All-Software
1st SIP IP CCOrigin
Recognized by Gartneras a leader in
Contact CentresLeader
Contact CenterUCBPA
Markets
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How We Do It
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• WHAT was your planned business outcome?
Why did you purchase a technology solution?
Have you consulted your customers on their requirements and expectations?
• HOW are you measuring the promised value?
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Multiple Devices and Communication Mediums
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Behavior has changed
CHANGE
in Customer
BEHAVIOR
because…
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Intelligent Customers
Customers are EMPOWERED
Customers have a VOICE
Explosion of ways in which consumers can obtain informationand communicate
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Let’s listen to what your customer has to say!
Interactive Intelligence conducted a study between March and May 2014. This study is a follow-on to a similar Wave 1 study conducted in 2013.
Responses came from consumers and vendors in Australia, Brazil, Canada, Germany, South Africa, Sweden, the UK and the US.
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Answering Two Important Questions…
“What do customers want in a great service experience?”
“What do customers and companies want from the technology behind that great customer experience?”
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Let’s hear……
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For South Africans the most value was placed on 1. a knowledgeable Agent and 2. on professionalism
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For South Africans the most frustrating thing was being transferred multiple times followed by “can’t understand the agent”
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For South Africans consumers, it was an agent who doesn’t have the knowledge to answer their questions.
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71%
29%
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77%
43%
30%8%
5%
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For South Africans, the industries with the best experience were hotels and airlines, the worst were government and utilities.
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South Africans have a strong preference for email and more than any other country for self service from a smart phone or tablet.
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33%
11%
10% 12% 16% 10% 8%2%
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South African and UK consumers had the highest expectations regarding phone wait times.
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62%
28%
10%
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For South Africans the first 2 are the most valuable to an even higher degree than in other countries.
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51%28%
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52% 50%
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South Africans’ preference is primarily for Facebook and WhatsApp
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This is in line with findings in SA
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This is in line with findings in SA
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18%
49%
21%
10%2%
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What view do we have from all of this?
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There is a real need for a better customer experience!
• 60% of customers are prepared to pay extra for a service which involves better customer service.
• 59% try a new brand or a new company in the hope for a better customer experience.
• 86% of customers move to another provider or company because of a negative customer experience.
Power to the people!
Source:Harris Interactive, American Express
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New Video camera....*******!!!!!!
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Power to the People!!
"Find the right person,
with the right skills,
at the right time
and the right communication channel."
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Frikkie Hurn, Snr Client Account Manager - Africa