1. Contact Center Solutions
Increase customer engagement with Mitel
Brian Spencer
VP, Contact Center Sales, Americas
April 22nd and 23rd, 2015

2. Enterprise servicing goals
Source: DMG Consulting LLC., February 2015

3. Service initiatives Source: DMG Consulting LLC., February 2015
The top servicing goal, cited by 55.3% of respondents, was to deliver an outstanding customer experience. This is an amorphous goal, as it means different things in different companies. Nevertheless, it is significant that customer service was the highest-ranking initiative for the year, as it reflects companies' growing appreciation of the essential role of customer service throughout the customer journey.  The second and third top-ranked goals for 2015 were improving productivity, as reflected by 48.9% of the respondents, and reducing the cost of service, as identified by 46.9% of all survey participants. This high priority of these initiatives is not a surprise, as they have been in the forefront for years
Source: DMG Consulting LLC., February 2015

4. Customer eXperience & revenue
Does your company use models to evaluate CX drivers?
Do the models show how CX affects business outcomes?
63%
28%
When looking at the market, it’s important to understand how customer’s are connecting their customers and revenue. If you can follow the money (or help your prospects better understand their flow of money), you will be able to help them begin to tie the value of their customer’s experience. For example, does a company make MORE money if their customers are happy? It may sound like a silly question at first, however, helping a customer understand WHAT drives their customer and HOW it affects revenue will place you in the position of a business consultant instead of a technology reseller, giving you the competitive edge.
This slide shows that companies are trying to model and better understand WHAT drives their customer’s experience, 63% of them at least, but far fewer are able to explain HOW their Customer’s Experience affect revenue and other business objectives.
The reason we show you this information is so that your will be better prepared in asking probing questions, demonstrating your trusted advisor status, vs just another reseller.
Questions could include: Do you track and understand what drives your customers? Why do they buy from you vs someone else? Is it better service, pricing, support, technology, relationships, etc?
The important thing to take away from this slide is the “Companies are increasingly tying Customer Experience metrics to Revenue.” Your experience and solutions will help them get there.
Companies will tie CX to revenue
Source: Forrester’s Q Global Customer Experience Peer Research Panel Online Survey

5. Online customer service channels
One last report…this shows how customer service channels have changed over the past few years. The respondents were asked to selelct which channel they have used over the past year and they could select multiple channels.
As a percentage of growth, the top half of the graph show a much higher acceleration in channel usage, mostly among the newer channels. Twitter, SMS, Mobile Apps, Virgual Agents.
On the bottom, the only channel to remain the same is the voice channel, however, FAQs on websites (Self Service Customer Service) has finally passed voice as the primary channel for interacting with a business. Let’s face it, who today buys something without doing some online research. Raise your hand if that’s you?
Source: Forrester’s North American Consumer Technographics Customer LifeCycle Survey 2, 2014, 2012

6. Reality 1: Demographics are Driving Change
Social networking and viral information sharing bypass the contact center
Instant gratification is an expectation not an option
Personalization no matter what channel - know who I am
Empowerment to self serve
YOUR NEW customers have different expectations than traditional segment ?? 6 6

7. Interaction lifecycle1
Choose Method of Contact 9
Implement 2
Identify Customer 8
Measure 3
Offer Self Service
The interaction lifecycle identifies each stage of an interaction. At each stage of the lifecycle, we can decrease customer effort, increase customer satisfactions, maximize resources and generate revenue. This lifecycle is a great flow to understand how your prospect is doing business today. Use these stages for thorough discovery. The following question would apply:
How are your customers contacting you today?
How are you identifying your customers today (do they have an account number, ticket number etc)?
Are you offering self Service?
Do you have priorities when you queue a customer?
Do you have more skilled agents than others, and what groups do you have?
What desktop applications are your agents using today?
How can agents and customers provide feedback for that interaction?
How are you viewing real time and historical reports?
What changes do you frequently make and how do you do it? 7
Follow-up 4
Queue 6
Interact 5
Route to Agent

8. Meet your customers where they are
Don’t force customers into your preferred communications channel; meet them where they are. Do not ignore what your customers say online – other buyers won’t. Yet do not give up the efficient processes, management tools and insights you have carefully crafted for handling voice communications.

9. Prepare personalized service
Are you Jack Ryan?
Your customers are not anonymous nor equal in value. Why treat them that way? Identify them upfront in the interaction and service them accordingly. VIP customer? Spare no expense and service them quickly. Overdue account? Reroute to the credit department. Purchasing agent? Immediately offer access to order status and new order services.

10. Offer immediate service
What is the status of order 2844?
Your order shipped on April 21st and is scheduled for delivery on April 23rd
Use Mitel interactive voice response tools to offer pleasant self services. MiCC 8.0 brings natural voice commands and text to speech into the solution. Please customers by serving them accurately and faster than waiting for a service rep. Reduce cost by automating routine functions.

11. Intelligent queuing with automation
You are fifth to be answered … shall we automatically call you back?
If a call cannot be serviced immediately, why make the customer wait? Hold the position in queue and automate a callback when a service rep comes free.

12. Deliver to the best agent available
When more than one service rep is available, choose the one best suited to meet the caller’s need. Higher utilization of the best-fit rep better satisfies customers and increases job satisfaction of staff.
Language
Product knowledge
Sales talent

13. Deliver best possible interaction
Ever enter information into an automated system only to repeat that same information to a rep? FRUSTRATING! Use any identification information to automate workflows in customer relationship management applications. Leverage Mitel’s powerful unified communications tools to reach into the business as needed to satisfy customers on the first call.

14. Make sure proper service was received
Were you completely satisfied with this call?
Follow up with post call surveys and automated outbound customer care. The business cannot improve what it does not realize is broken.

15. Observe and control
Measure key performance indicators as they occur and afterwards. Drive managerial behavior toward key improvements and affect outcomes.

16. Drive continuous improvement
Systematically observe quality delivery, train team members and schedule staff to efficiently meet demand and deliver against service level objectives.

17. Interaction lifecycle1
Choose Method of Contact 9
Implement 2
Identify Customer 8
Measure 3
Offer Self Service
Mitel has tools to positively impact each of the nine stages of the interaction lifecycle. 7
Follow-up 4
Queue 6
Interact 5
Route to Agent