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Enhance YourCustomer Experience

Kirk JesserInteractive Northwest, Inc.

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� Dedicated to Customer SatisfactionINI has been delivering customer satisfaction in touch-tone and speech-directed self-service environments for over 20 years.

� Key Verticals� Healthcare� Financial Services � Insurance� Utilities� Government -

Federal, State, Local

Who is INI?

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Agenda

� Introductions� What is Customer Experience?� Use Case Examples� INI Customer Experience� Conclusion

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Have you ever… ?

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Have You Ever… ?

Explained your reason for calling and then had to be transferred to “the right” representative ?

Let me transfer youto someone who can assist you…

If I get transferredone more time…

I will scream!

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Then had to give your account information again?

Have You Ever… ?

Didn’t I already go through this?Can I have your

member number?

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Have You Ever… ?

Waited in queue and been dropped or had your cell phone battery die while waiting?

When is my call going to get answered?!

All of our representatives are assisting other

customers…

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Have You Ever… ?

Tried to solve your own problem online and then called in for assistance, only to be insulted with a confusing menu of self-service options?

If you are not a customer, press 1.

If you are calling to report an outage, press 2.

For cable service, press 3.

For telephone, press 4.

For internet, press 5.

For hardware support, press 6.

For technical support, press 7.

For human resources, press 8

To speak with a representative, press 9.

For more information you can go to www…

Huh?

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Do YOU Ever…

Do any of these things to YOUR customers?

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What is

Customer Experience?

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What is Customer Experience?

� Customer Experience… is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier.

It can also be used to mean an individual experience over one transaction.http://en.wikipedia.org/wiki/Customer_experience

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What is Customer Experience?

�82% of customers buy more from companies who make it easier to do business with them

British Telecom, The Autonomous Customer 2013, 2013

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What is Customer Experience?

� Customer Experience ManagementA revolution is underway in customer service, being driven by new generations of consumers, new modes of communication, and consumer adoption of social media. To address these changes, companies need an end-to-end approach to managing their customer experience that helps them leverage the latest in best practices and enabling technologies alongside their existing resources.

www.avaya.com

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What is Customer Experience?

Resources� Agents� IVR & Self-Service

� Personalization� Speech Recognition� CTI - Screen Pop

� Unified Communications� Web, iPhone & Mobile

Applications� WFO� Reporting & Analytics

Channels� Web Site� Mobile Device� Email/Chat/Text� Video� Social Media� Telephone

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What is Customer Experience?

Achieving Customer Satisfaction� Short call times� Short IVR menus� Long business hours� No call transfers� US-based agents� Short queue times� First call resolution� Polite and friendly agents

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What is Customer Experience?

Achieving Customer Satisfaction

Avaya Study - US Contact Center Decision-Makers Guid e 2013

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INI First Call Resolution

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First Call Resolution

� Customers want to talk to the right person…the first time they call�Don’t transfer me… again� I already gave you my account info� I just called and talked to…� I spend a lot of money with you…�Why do I have to talk to an agent

for this?

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First Call Resolution

� Personalized Experience�Lookup ANI / Caller ID�Ask for (and keep) unique identifier�Provide floodgate messages�Account type / status �Previous menu / agent selection�Products purchased�Dynamic menu options�Automate “low effort” calls�Provide agent with screen pops

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First Call Resolution

� Return on Investment – Screen Pop

Inbound Calls 1,000,000 annual 1,000,000 1,000,000

19,230.77 weekly

Average Call Duration 5 minutes 4.75 4.5

300 seconds 285 270

5,000,000 Total Minutes 4,750,000 4,500,000

Average Agent Cost $60,000 annual $60,000 $60,000

$0.54 per minute $0.54 $0.54

$2,718,750 Annual Total $2,582,813 $2,446,875

Average Toll Charges 0.03 per minute 0.03 0.03

$150,000 Annual Total $142,500 $135,000

$2,868,750 Annual Combined Total $2,725,313 $2,581,875

ROI: $143,438 $286,875

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First Call Resolution

� Return on Investment – Screen Pop �Reduce 5-minute call by 15 Seconds

— Save $143,400— Reclaim 250,000 minutes (2+ FTE)— Increased customer satisfaction & retention = Price less!

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Service Level

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Improve Service Levels

� Customers Don’t Like to Wait� I’m available now… Why aren’t you?� I have other things I can be doing right now!�My cellular minutes/battery are expiring� I will call <your competition> instead�This on-hold music is terrible�Another #%$*& commercial???�My arm is getting tired� I’ll call back later… maybe�Quit telling me you know my time is valuable!!

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Improve Service Levels

� CallBack Applications�When to offer callback

— Average Hold Time— Agents Staffed

�Types of callback— AgentFirst or CallerFirst— Immediate or Scheduled

�Mobile and/or Web Integration �Other departmental use

— Help Desk— Human Resources— Facilities

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Improve Service Levels

� Value Proposition� Improve caller satisfaction�Flatten call volume peaks�Create communication efficiencies�Protect revenue �Saves customer’s time & money

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Improve Service Levels

� My Choice… I am in control

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Improve Service Levels

Note: Callback applications do not resolve staffing shortfalls

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Customer Satisfaction

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Improve Service Levels

� Customers Want to Tell You How You Are Doing�That agent did a great / terrible job� I wish I didn’t have to listen to all of those menus�When I was transferred I had to give all of my

information again… I hate that!� It’s not easy doing business with you�Your product could be better if…� I hated waiting for so long

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What is Customer Experience?

� The Customer Effort Score (CES)CES is measured by asking:

“How much effort did you personally have to put forth to handle your request?”

It is scored on a scale from 1 (very low effort) to 5 (very high effort).

Harvard Business Review • July–August 2010

Stop Trying to Delight Your Customers

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What is Customer Experience?

� The Customer Effort Score (CES )Of the customers who reported low effort, � 94% expressed an intention to repurchase

�88% said they would increase their spending.

� 81% of the customers who had a hard time solving their problems reported an intention to spread negative word of mouth.

Harvard Business Review • July–August 2010

Stop Trying to Delight Your Customers

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Improve Satisfaction

� Post Call Survey�Respond rapidly to changes

in customer sentiment�Measure and enhance the

customer experience�Drive product and service

improvements�Provide data for effective

business decisions� Improve competitive

advantage

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Great Customer Experience!

The Bottom Line is… Follow the Golden Rule

“One should treat others as one would like others to treat oneself.”

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The INI Customer Experience

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The INI Customer Experience

� Focused on the Customer Experience� Increase agent availability for high-effort requests�Automate high-volume, low-effort requests first�Touch tone vs. speech recognition�Give callers the option to transfer�Display account info to agent�Consistency is critical�Don’t over-engineer�Keep It Simple… �Multi-lingual

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The INI Customer Experience

� Focused on Your Experience �Accessible Sales & Management Teams�Avaya Focused�Great Partners�Certified Project Managers�Dedicated QC Staff�24x7 Customer Support Options�Block of Hours for Managed Services�Flexible and Agile

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Objective Process Application

First Call Resolution Targeted Routing INI LaunchPort™

Improve Service Levels

CallBack Management INI SureConnect™

Improve Customer Satisfaction

Forms, Surveys & Order Fulfillment

INI AudioForms™

IncreaseCustomer Contact

Proactive Outbound Notification

INI Messenger™

Increase Revenue Payment Processing Pay by Phone

High Availability Load Balancing INI EQuilibrium™

The INI Customer Experience

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The INI Customer Experience

� Custom Solutions�Appointment Reminders & Cancellations�Benefits Information & Enrollment �Account Information & Status �Pay-by-Phone�Account Activation�Proactive Notification�And more…

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www.interactivenw.com

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Thank You!Interactive Northwest, Inc.

www.interactivenw.com

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INI develops innovative IVR, CTI, and self-service applications for high-volume contact centers. INI has a deep history in deploying applications on Avaya platforms—making it a reliable partner capable of delivering results that promote the success and profitability of our partners and customers.

INI Contact info:

Kirk Jesser

Channel Sales Manager� (503) 454-1377

� jesserk@interactivenw.com

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