cisco phone system

[music playing] hi. my name is murray carter,and i'm the customer services director here at red funnel. red funnel is a integratedtransport and travel business which runs ferriesfrom southhampton to the isle of wight. it's been inoperation since 1861. my name is chris elliott.

i'm the contact centremanager at red funnel. from a communicationperspective, we're looking to enhanceour customers' experience. customers are using newchannels such as social media to interact with us. it's vitally importantto us to provide a customer-centric network wherethey could communicate freely easily with our businessduring times such as delays, cancellations, or just generalcustomer service enhancements,

such as inquiries andtimetable information, or potentially an issueon board that could arise. it is important tored funnel that we evaluate these andrecognize them in real time. previously we have a callcenter, which is very reactive. it dealt with voice-onlycommunications of customers, generally forsales or inquiries. we wanted to increase theproductivity of our team by making it into a contactcenter where we have

the capability of dealing withomnichannel communications, integrating emails and socialmedia through the contact center as well. our cisco phonesystem is no longer meeting the needsof our business. customers are choosingto communicate with us in the wide range ofmultimedia platforms. our contact center isnow prepared to enhance our customers' experience andpro-actively publish and reply

to customers viasocial media solutions. what it's done is increasedproductivity of our staff and certainly improvethe reaction time for our staff to deal withcustomer communications. we've certainlyseen an improvement in terms of customersatisfaction and feedback as a result of that initiative. red funnel's customerengagement strategy has proved to bea great success.

we use skills-basedrouting to ensure that our customers receivethe best possible customer service by ensuring thatan agent fully capable, qualified, and trainedto handle their inquiry responds to their query. we bring social mediamonitoring to evaluate areas that would improve andenhance their customer journey. we have decreased ourcomplaints by 16%, but more importantly, we haveincreased our compliments

by 116% year on year.