Stephen CannooCurriculum Vitae 2013

Agenda

• Who is Stephen Cannoo?

• Stephen Cannoo’s Career Highlights

• BABOK Methodology

• Contact Centre Market and Technology Trends

• Take to Market Strategy for South African Coastal region

Stephen Cannoo:Stephen Cannoo:

• Competitive• Enthusiatic• Direct• Individualistic• Results orientated• Expidites action• Can assume authorty• Motivates others

• Will venture into the unkown…

Thomas International Limitted:30 May 2012/2013

• Competitive• Enthusiatic• Direct• Individualistic• Results orientated• Expidites action• Can assume authorty• Motivates others

• Will venture into the unkown…

Thomas International Limitted:30 May 2012/2013

Words used to describe Stephen Cannoo:Words used to describe Stephen Cannoo:

Stephen Cannoo’s career highlights:Stephen Cannoo’s career highlights:

1988: Highest electronics trade test results in South Africa while studying in SA Navy.

1992: Brought a severely crippled Naval Communications centre back into production.

1999: Appointed as the Nortel engineer supporting Sanlam life call centre in Bellville. 2001:

Appointed as support engineer for the dealer board and Nortel VOFR WAN at Investec Bank Cape

Town.

2003: Planned a telecommunications solution for First National Bank bringing nine independent

divisions onto one unified platform.

2004: Scoped planned and sold the first voice recording WAN array in South Africa to Metropolitan

Life call centres.

2006: Sold the first converged IP Cisco Call Manager solution to Cape Union Mart, in SA

Consulted to HomeChoice for a Genesys Multimedia Contact Centre Solution.

2008: Appointed to provide Sanlam life with a transitional road map for their service contact centres.

2011: Led a bid for DTI funding to develop a call centre agent incentivisation and quality programme

that would aggregate service delivery acrossSA. Created a marketing plan to sell BPO service for a

captive call centre in Cape Town.

2012: Appointed to write an RFI, RFP for a hosted call centre for Truworths.

1988: Highest electronics trade test results in South Africa while studying in SA Navy.

1992: Brought a severely crippled Naval Communications centre back into production.

1999: Appointed as the Nortel engineer supporting Sanlam life call centre in Bellville. 2001:

Appointed as support engineer for the dealer board and Nortel VOFR WAN at Investec Bank Cape

Town.

2003: Planned a telecommunications solution for First National Bank bringing nine independent

divisions onto one unified platform.

2004: Scoped planned and sold the first voice recording WAN array in South Africa to Metropolitan

Life call centres.

2006: Sold the first converged IP Cisco Call Manager solution to Cape Union Mart, in SA

Consulted to HomeChoice for a Genesys Multimedia Contact Centre Solution.

2008: Appointed to provide Sanlam life with a transitional road map for their service contact centres.

2011: Led a bid for DTI funding to develop a call centre agent incentivisation and quality programme

that would aggregate service delivery acrossSA. Created a marketing plan to sell BPO service for a

captive call centre in Cape Town.

2012: Appointed to write an RFI, RFP for a hosted call centre for Truworths.

This project was undertaken using the principals of BABOK expressed diagrammatically below:

Business Analyses Business Analyses Body of Knowledge PrinciplesBody of Knowledge Principles

Technology

Strategy

Processers

People

Author : Stephen Cannoo Consu l t ing

text text

A poor contact centre experience has a direct impact on a company’s bottom line

40% say that a poor call centre experience was the sole reason they have stopped doing business with a company

Clients want partnerships with suppliersPeter Cheales Founder of “Hello Peter”

consumer website

Contact Centre Market and technology TrendsContact Centre Market and technology Trends

• First Contact Resolution

• High cost of running contact centres

• Integration challenges

• Telephony skills shortage

• Limited Life of Technology

• Multiple Vendors

• Cost of Innovation=

What could be improved in the market?What could be improved in the market?

Truworths SNAP and Vision Contact Centre Application Integration Architecture

Libra Voice Recorders

Libra Voice Recorder

Controllers

Nortel E-LAN

Nortel CC6

Avaya Dialler

Vision Credit Application

Server

SNAP New accounts

Server

VLAN 1

New Accounts

Telemarketing Inbound Agent

text

NEC Philips PABX

User VLAN

text text text

New Accounts User Telemarketing Agent Inbound ACD Agent SupervisorAdmin

Vision CCAD

SNAP Client

Desktop Workstation Desktop WorkstationDesktop WorkstationDesktop Workstation

VisionDialer App

Web Recall

Web Client

Nortel Multimedia Server

Supervisor/Admin

Soci

al N

etw

orks

SO

PH

IST

ICA

TIO

N

‘70 ‘80 ‘90 2000 2010

Telephony - CTI

Data Networks TCP/IP

Internet TCP/IP

Mainframes

Marketing & Business Strategies

Database MarketingOne-on-One Marketing

Lifetime Value MarketingLoyalty Programmes

Customer Care Relationship Marketing

CRM Customer Experience

Technology Outstrips Strategy

Convergence

CRM 2

.0

CRM 2.0-The start of the CRM 2.0-The start of the REVOLUTIONREVOLUTION

The CRM Solution of the FutureAs the Internet continues to serve as the preferred and most widely-used communication vehicle for customers and businesses alike, and more and more social networking mediums rise to prominence, the concept of customer relationship management (CRM) 2.0 is emerging at a rapid pace. The goal of CRM 2.0 is to facilitate more open, collaborative, and mutually advantageous relationships between product and service providers, and the people they sell to.Exactly what CRM 2.0 is, and what it means to today’s organizations, remains a bit unclear. Some define it as a way to use the Internet to enhance traditional, one-dimensional interactions between companies and their existing and potential customers by giving clients greater control over how they communicate with the firms they do business with and providing them with the tools needed to form the foundation of the relationship.Others will say that it’s a blend of methodologies, processes, and technologies that create a culture that is beneficial to both company and client.And certain industry pundits have even gone as far as to say that CRM 2.0 enables a completely unhindered flow of information that gives customers and businesses the opportunity to work in close concert to develop new offerings, or better use existing ones.

The CRM Solution of the FutureAs the Internet continues to serve as the preferred and most widely-used communication vehicle for customers and businesses alike, and more and more social networking mediums rise to prominence, the concept of customer relationship management (CRM) 2.0 is emerging at a rapid pace. The goal of CRM 2.0 is to facilitate more open, collaborative, and mutually advantageous relationships between product and service providers, and the people they sell to.Exactly what CRM 2.0 is, and what it means to today’s organizations, remains a bit unclear. Some define it as a way to use the Internet to enhance traditional, one-dimensional interactions between companies and their existing and potential customers by giving clients greater control over how they communicate with the firms they do business with and providing them with the tools needed to form the foundation of the relationship.Others will say that it’s a blend of methodologies, processes, and technologies that create a culture that is beneficial to both company and client.And certain industry pundits have even gone as far as to say that CRM 2.0 enables a completely unhindered flow of information that gives customers and businesses the opportunity to work in close concert to develop new offerings, or better use existing ones.

• Measurable successes and outcomes

• Agreed upon deliverables

• Lower cost of providing world class service

• Customisation

Ideally…Ideally…

Compliance

Management Intelligence System

Voice and Multimedia Mu Voice

recording Dialer Quality assurance

Real Time Reports and dashboards

Workforce Managing

Applications Vision , Snap

etc

Author : Stephen Cannoo Consulting

CloudCloud

Premise based callcenterPremise based callcenter Contact Center OnlineContact Center Online

Hardware & licencesHardware & licences

Customization & Customization & IntegrationIntegration

IT StaffIT Staff

MaintenanceMaintenance

TrainingTraining

UpgradesUpgrades

Usage costsUsage costs

Customization, Customization, Integration Integration & Training& Training

CCOD: lower hidden cost!

Shuray Bux-Deputy Director of BPO department if economical

developement

Existing relationship

Minister Alan Winde Minister of Finance Economical

Development and Tourism

Nils Flatten:CEO Wesgro

Existing relationship

Guy Lundy:CEO Accelerate

Cape Town

Existing relationship

Gareth Pritchard:CEO BPeSA Western Cape

Existing relationship as ICT director for Calling the Cape

for 3 years

StrategyStrategy

Existing relationshipExisting relationship

1. Our defined value proposition

2. Relevant and flexible marketing plan, tailored to each opportunity

3. Commonality Survey e.g. Avon = Tuperware+Amway+Weighless

4. Regular and relentless contact within 90 days

5. Build a broad base of prospects across industry verticals

6. Contact all existing and past customers with new value proposition

7. Network with industry bodies as much as possible.

8. Establish a rapport as a “Most trusted advisor”

9. Emphasise decision making criteria, through business continuity

The “Plan”The “Plan”

The ideal state: The ideal state:

Results clients want to achieveResults clients want to achieve

• Brand experience at every contact

• Consistent customer experience

• Personal relationships

• Customer acquisition

• Results are achieved

• Brand experience at every contact

• Consistent customer experience

• Personal relationships

• Customer acquisition

• Results are achieved

1. Stay as you are?• Different results require change?• Does your environment support your strategy?

What are the Options?What are the Options?

2.The results you want to achieve:

• Brand awareness at customer touch points

• Professional customer experience• Business Process integration

• Data Mining

Stephen Cannoo: Stephen Cannoo: So what is under the hood?

• Cooking• Bonzai• Martial arts• Landscaping • Hiking and camping• Toastmasters International• Self-motivation institute• Body boarding

• Cooking• Bonzai• Martial arts• Landscaping • Hiking and camping• Toastmasters International• Self-motivation institute• Body boarding

So what do we do?So what do we do?

EVANGELISE!

EVANGELISE!

and…Keep Sharpenning the

Blade Stephen Covey

and…Keep Sharpenning the

Blade Stephen Covey