Multi-Channel Cloud Contact Center: Future of Customer Experience Management

24 ?! Multi-Channel Cloud Contact Center Future of Customer Experience Management 86% of contact centers are multi-channel, and 74% of customers are using over three channels for customer service 01 In 2013, 62% of organizations were already using cloud-based contact center solutions and this number is expected to grow by 25% in 2015 Cloud Contact Center By the end of 2015 more than 18% of contact center seats will be delivered by cloud-based contact center infrastructure providers At year-end 2016, more than 50% of Global 1000 companies will have stored customer-sensitive data in the public cloud 24h 02 Top three drivers for investing in customer experience management Improve customer retention – 42 % Improve customer satisfaction – 33 % 24/7 Increase cross-selling and up-selling – 32 % SUPPORT ...... 03 Quality and Performance Management 31% of organizations closely monitor the quality of interactions with target customers **** 24 60% of all repeat calls are process or training driven 31% of organizations recognize and reward employees for improving customer experience 04 The top 5 metrics to be shared with agents in real-time CONTACT US 124 Number of calls in queue > Service level > Customer satisfaction 05 Schedule adherence First contact resolution Multi-Channel ?! Contact Center 30% of customer service engagements are via email, web self-service, chat, and other online techniques 57% best in class companies measure support center success across email, chat, web, and voice REFERENCES: ?! 1. http://www.gartner.com/technology/research/predicts/ 2. https://www.forrester.com 3. http://www.aberdeen.com/ 4. http://www.dmgconsult.com 5. http://www.icmi.com 6. http://cfigroup.com 7. http://cloudcomputingtopics.com/ --- Frost & Sullivan O www.orchestrate.com ORCHESTRATE | [email protected] Solutions for higher performance! C Toll Free: 800-232-5130 ******.