The Changing Face of the Contact Centre

The Changing Face of the Contact

Centre18th September 2013

https://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=d0IVxwfyEUN1NM&tbnid=9x8kLsjmu9qhDM:&ved=0CAUQjRw&url=https://www.wbginvestmentclimate.org/advisory-services/regulatory-simplification/business-regulation/norevents.cfm&ei=a41-UfWqGYb80QX9vIAY&bvm=bv.45645796,d.d2k&psig=AFQjCNGRVCO3VzDPWQO0puKd9OKD1g-6ag&ust=1367334621795849

How is your contact centre changing?

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=89DRW_22OODm3M&tbnid=LdumUV8dlK9BOM:&ved=0CAUQjRw&url=http://archivesocial.com/blog/social-media-compliance-tips-financial-edition/&ei=7QgzUsXDCcbN0wWE3oHADQ&psig=AFQjCNFqIW3t3ziDk4T2qzi0vs2ZY8ByoA&ust=1379162707129526

How do your tenants communicate with you?

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=PqCnR1q5a8GpnM&tbnid=6qG2CKpAkvxlFM:&ved=0CAUQjRw&url=http%3A%2F%2Fwww.reachingcampus.com%2Fcommunicate-with-your-donors%2F&ei=WjYzUqbuGMTI0QX574DADA&psig=AFQjCNG9GQSCpOGbF1c69CGma0rVZpwcCQ&ust=1379174052592660

Current communication challenges?

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=JcLs_z2AINLVbM&tbnid=WmsBrh1g78-oaM:&ved=0CAUQjRw&url=http%3A%2F%2Fwww.casestudy.co.in%2Ftag%2Fcommunication-challenges%2F&ei=MA4zUtOvLKOf0QWIyYDQCQ&psig=AFQjCNHk-l1vapVt2oq4cQthMcLx-VG0vg&ust=1379164058477558

How are you connected to the internet?• By end of 2013, there will be more internet connected mobile devices than

humans; equal to 7billion!

• Mobile video currently makes up half of data transmitted worldwide – increasing to will be two thirds by 2017

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=DhTEQq0HI19FDM&tbnid=4XrHKcjjR0mo-M:&ved=0CAUQjRw&url=http%3A%2F%2Ffreedesignfile.com%2F20318-elements-of-internet-concept-background-design-vector-04%2F&ei=ygszUumoDZC10QWhkoDoBw&psig=AFQjCNGyCaHK-qAz7jOIlzs4cg3grYvsAQ&ust=1379163450894974

How do you use video?

• Zero usage in 2003 increased to 59million concurrent users in 2013• Average 7 minutes per day on Skype• International Skype to Skype voice and video traffic grew 44% in 2012 to

167billion minutes - more than twice the growth of all international carriers in the world combined.

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=QQ7qfhRVPnCAVM&tbnid=-ah19NE387av3M:&ved=0CAUQjRw&url=http%3A%2F%2Fnuancemarketing.net%2F2010%2F08%2Fusing-video-and-youtube-for-your-business%2F&ei=GA0zUtyrG4Op0QXS14CoAg&psig=AFQjCNEKUBve92ADJrpPa8iPH5PkQaOm4g&ust=1379163787508082

How do email and web chat work for you?

• 17% of interactions in UK Contact Centres were email, web chat or social media 2012

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=me3m2yLPghze5M&tbnid=HDkQ9H0mhTz11M:&ved=0CAUQjRw&url=http%3A%2F%2Fwww2.burndy.com%2Fabout-us%2FeBusiness%2FOnline_Services.aspx&ei=QzwzUtTOOMGS0AXOv4HgAg&bvm=bv.52164340,d.ZG4&psig=AFQjCNFKTStv_2m1TgMYH2EoS5C8Lp_ejQ&ust=1379175856728962

Considering social mining?

• Harnessing social media:– Identity & Reputation Management– Internal & External Communication– Tenant & Customer Feedback– Market Research– Networking

http://www.google.co.uk/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=89DRW_22OODm3M&tbnid=LdumUV8dlK9BOM:&ved=0CAUQjRw&url=http://archivesocial.com/blog/social-media-compliance-tips-financial-edition/&ei=7QgzUsXDCcbN0wWE3oHADQ&psig=AFQjCNFqIW3t3ziDk4T2qzi0vs2ZY8ByoA&ust=1379162707129526

An internet minute...

http://y2socialcomputing.files.wordpress.com/2012/06/social-media-visual-last-blog-post-what-happens-in-an-internet-minute-infographic.jpg

Future of Contact Centre

• Video• Remote working• Email• Web chat• Social media

The Changing Face of the Contact Centre

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