1. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 CONTACT CENTRE SERIES Five Steps To Success In A Down Economy Alton Harewood @altonjharewood http://www.altonjharewood.com 1 Event sponsored By: Some graphics courtesy of Aspect Software Inc.

2. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 2 Image Credit: Business Week The State of Canadian Debt: Graphics credit: CBC

3. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 3 Time to get down to brass tacks: How has your customer base changed? How are you handling this in a down economy What will help you succeed? ROI includes INVESTMENT Economy difficult globally

4. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 4 “You may delay, but time will not” - Benjamin Franklin Five Steps To Success In A Down Economy

5. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 5 Do you have a smart phone? Have you downloaded an app?

6. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726

7. 700% over the next three years! Mobile Applications

8. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 8

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11. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 The Five Steps 11

12. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 Evaluate 12

13. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 13 40,000 Feet

14. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 14 Customer Chosen Contact Methods Customer Satisfaction Key Performance Metrics Employee Satisfaction Social Network Feedback Quality & Process Target what you will EVALUATE

15. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 15 Copy of worksheets used available on altonjharewood.com

16. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 16

17. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 17

18. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 18 Focus

19. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 What Will YOU Focus On? 19 Unified Contact Centre Framework

20. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 20

21. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 21

22. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 22

23. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 Differentiate 23

24. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 24 http://www.onpath.com/ “Actionable solutions to transform operations” http://www.executiveboard.com/ We generate B2B targeted intelligent business conversations http://www.marketlinc.com/ We identify your best online prospects and disrupt patterns of site abandonment http://www.radian6.com/ full service social solution that helps you listen, measure, engage and discover online conversations so you can build your community and your business. RELEVANT DIFFERENTIATION…

25. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 25 BY 2016, Technology Strategy International forecasts that almost 80 per cent of the smartphones in Canada will be NFC- enabled. Story and Pictrue Credits: CNW NewsWire Nov 2 2012 & GSM Arena Forecasts for mobile commerce suggest that it will become a significant method of payment in just the next few years. “NFC” Near-Field Communications IE Market Research forecasts total mobile payments in Canada will reach $14.2B. 1 st NFC mobile transaction

26. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 Communicate

27. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 COMMUNICATE SMART INITIATIVES Does Your Initiative Make Sense? SMARTSMART

28. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 COMMUNICATION INITIATIVE EXAMPLE Leveraging Mobile Technologies To Reduce Inbound Contact Volumes SPECIFIC We will deliver an interactive mobile application MEASURABLE This will deliver profile/account information and timely updates based on the top 5 reasons a customer contacts us to reduce contact loads by 5-10% ACHIEVABLE We will integrate only elements of what have been delivered on the web site at first pass REALISTIC The application can be downloaded via the mobile web site or the mobile marketplace for the iOS and Android markets, Windows Mobile will follow as a second phase TIME MANAGED The application will be delivered to market by January 2013 SMARTSMART

29. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 Act! !

30. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 ACT! EXAMPLE: Granular Steps for Mobile Application Action Plan SPECIFIC What is the purpose of the application? What does the business need the app to do? What is its mission and value back to the organization, by when? What are the specific objectives? (i.e. encourage and facilitate inquiries) MEASURABLE What are the measures of success? How do we know the app is “delivering” what the business needs? ACHIEVABLE Are the app capabilities repeated on a web site? How do you want to handle the content/authoring process (i.e. expiration, metadata, SEO terms, workflows, etc.)? What is included in “multilingual”? How is this supported? REALISTIC How does this app fit in your broader strategy? Who is the audience? What’s their experience? TIME MANAGED What metrics do you want to track? What reporting do you need? When does this application need to be “live”? SMARTSMART

31. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 31

32. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 32 Copy of worksheets used available by leaving your contact information at the Aspect booth SMARTSMART

33. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 Results: Mobile Experience?

34. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 Hyundai – Hyundai Equus iPad Owner Experience —How do you change customer perception of your product? —Beyond just marketing to customers, how do you give them utility? —How do you extend the ownership experience beyond the dealership? ©2010 Aspect Software, Inc. All rights reserved. 34

35. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 Winchester: Ballistics Calculator —How do you take existing assets, and adapt/ optimize them for a mobile platform? —How do you ensure that the experience is relevant to a mobile platform? ©2010 Aspect Software, Inc. All rights reserved. 35

36. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 36 “You miss 100 percent of the shots you never take.” - Wayne Gretzy

37. ©2012 Alton Harewood - All rights reserved - @altonjharewood - http://www.altonjharewood.com alton.harewood@aspect.com 514 245 8726 Edited From Contact Atlantic Presentation Helping companies improve customer experience and efficiency for over twenty–five years as a contact centre leader, product specialist, program and project manager, client partner and sales executive challenger. Please do not hesitate to reach out to me to connect to talk about your business – I’ll be at the Aspect booth throughout the event: alton.harewood@aspect.com @altonjharewood http://www.altonjharewood/com (514) 245 8726 In the event any graphic has been unaccredited or should be removed please contact me and I will arrange this immediately