How to Build a Business Case for More Budget (and New Technology) - PowerPoint PPT Presentation

How to Build a Business Case for More Budget (and New Technology) Sponsored by

Speakers Richard Simon Foot Tim Pickard Jonty Snow Pearce Ember NewVoiceMedia Ventana Services Call Centre Research Helper @ventanaresearch @emberservices @NewVoiceMedia @jontypearce Presentations Panel Login to our chat page www.callcentrehelper.com/chat Sponsored by

Question In one or two words.. What is the annual budget for your contact centre? What is the budget for change? Login to our chat page www.callcentrehelper.com/chat Sponsored by

Source: Call Centre Helper Survey - What Contact Centres Are Doing Right Now (2015 Edition) Sample Size 645 Sponsored by

Agenda Richard Simon Foot Tim Pickard Jonty Snow Pearce Ember NewVoiceMedia Ventana Services Call Centre Research Helper @ventanaresearch @emberservices @NewVoiceMedia @jontypearce Presentations Panel Top tips and questions from the audience Login to our chat page www.callcentrehelper.com/chat Sponsored by

Poll How difficult do you find it to get extra budget for the Contact Centre? Impossible Very difficult Difficult Easy Login to our chat page www.callcentrehelper.com/chat Sponsored by Very Easy

Poll What is your Customer Lifetime Value? £ 10,000 + £ 5,000 - £9,999 £ 1,000 - £ 4,999 Less than £1,000 Don’t know Sponsored by

Top Tips and Questions #Tip for a tip #Question for a question Sponsored by

Audience Opinion Tying everything together is the struggle as we sell multiple products and use numerous CRM's too Sent in by Craig20 . Carry on the discussion in our chat room Sponsored by www.callcentrehelper.com/chat

Audience Opinion Our budget discussions for 2017 start in June! Not long for us Sent in by Craig20 . Carry on the discussion in our chat room Sponsored by www.callcentrehelper.com/chat

Audience Question #question - how does one begin to quantify what the lifetime value is? Sent in by Lisa13 . Carry on the discussion in our chat room Sponsored by www.callcentrehelper.com/chat

Audience Question #Question - Surrounding Cloud based technology - Do you think/feel that as that technology continues to increase and improve that the need for a large contact centre at one premises is reducing as a business requirement? Sent in by Craig20 . Carry on the discussion in our chat room Sponsored by www.callcentrehelper.com/chat

Audience Tip I have found it easier to get funding for IT projects by detailing the positive impact on either revenue or the customer experience Sent in by Michael15 . Carry on the discussion in our chat room Sponsored by www.callcentrehelper.com/chat

Audience Question We currently operate from 14 sites around the world. A number of our sites are saturated and utilising the existing space is forcing, non- customer facing individuals to hot-desk or work from home. Is there any other way, other than moving sites to create better solution, potentially exploiting Cloud-Based tech Sent in by Craig20 . Carry on the discussion in our chat room Sponsored by www.callcentrehelper.com/chat

Audience Tip #tip - during my most recent round of budgetary requests, I was able to prove out that additional headcount could remain cost neutral due to the amount of order conversion happening during our peak periods. #salesvalues! Sent in by Lisa13 . Carry on the discussion in our chat room Sponsored by www.callcentrehelper.com/chat

Audience Question #Question - We operate primarily over the phone and would never wish to lose that. However we're also utilising Online help & support through chat and self-service, with success in Social Media too, but am I overlooking others? Sent in by Craig20 . Carry on the discussion in our chat room Sponsored by www.callcentrehelper.com/chat

Audience Opinion We are a retailer and we have definitely seen a reduction in both voice and chat - this doesn't tie in with what trends you are seeing Sent in by Kenleigh. Carry on the discussion in our chat room Sponsored by www.callcentrehelper.com/chat

Audience Question #question what is the best form of evaluating customer service? What is the difference between this and NPS? Sent in by James. Carry on the discussion in our chat room Sponsored by www.callcentrehelper.com/chat

Panel Question If you could give just one piece of advice on how to get more budget what would it be? Carry on the discussion in our chat room Sponsored by www.callcentrehelper.com/chat

Thanks to our Speakers Richard Simon Foot Tim Pickard Jonty Snow Pearce Ember NewVoiceMedia Ventana Services Call Centre Research Helper @ventanaresearch @emberservices @NewVoiceMedia @jontypearce Sponsored by