Five steps to improving the customer service experience

Size: px
Start display at page:

Download "Five steps to improving the customer service experience"

Transcription

1 Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use of smartphones and social media increases, customers are realizing that they have access to a whole new network of information. In this age of sharing, the enterprise has less influence over how customers think, react, and interact. In order for enterprises to improve the customer experience across all touchpoints, they need to understand how and why customers are using each communication channel. To facilitate this, enterprises should determine which type of engagement makes the most sense for each customer and query type. Enterprises can achieve this by implementing a systematic process that leverages customer feedback and analytics tools that will allow them to accurately identify customer needs and act on that information. They can use industry benchmarks to obtain a sense of where their customer satisfaction scores rank compared to industry peers, and set targets of how to improve customer experience and loyalty. According to an Ovum survey of 300 US-based consumers, customers are willing to pay a premium of almost 10% in order to receive great customer service. By improving the customer experience at every touchpoint enterprises will gain loyal customers who are also likely to act as brand advocates. This whitepaper provides readers with Ovum s viewpoints on: How changing consumer behavioral trends are impacting customer service; The importance of various metrics in determining the success of a contact center; The five key steps to improving the customer experience. Ovum (Published 01/2012) Page 1

2 THE CHANGING CONSUMER LANDSCAPE Social media and smart devices are increasingly being used for customer service and enterprises can no longer ignore the proliferation of these channels. Add to that the growing sphere of customer influence in today s viral world and it's clear that consumers are dictating how they want to engage with enterprises when it comes to customer service. Competitive organizations need to understand the key trends that will impact the customer experience over the next few years in order to prepare for change. The gap between customers and agents is widening Customers want the ability to access information quickly and easily from any device and from any location. They are driven to communities, forums, and social sites where they can connect with likeminded peers and share information. However, the wider availability of information on the Web is not necessarily a good thing for the enterprise; customers are easily influenced, and could switch to a competitor if they hear about better offers or service. A recent Ovum survey of over 4,000 consumers, across eight different countries in North America, Europe, and Asia, revealed that relatively few customers are able to resolve their issues through self-service (both web and phone). Only 17% of the respondents stated that they have resolved their issues on the first attempt via web self-service.12% of respondents were able to resolve their queries using independent blogs and forums, and 11% via an automated touchtone phone service. Although customers have access to a wide variety of information they are often unable to find what they need. A customer may access inaccurate or outdated information on the Web, and then receive conflicting information when they speak to an agent about the same issue, causing customer frustrations. Enterprises need to ensure that customers have access to accurate, relevant information across every channel, and that this information is consistent with agents' knowledge. The continuous flow of information via online communities and web pages represents an opportunity for enterprises to deflect calls. They should look at the ways customers use the Web, and use this information to ensure posts are relevant and accurate. By addressing top customer concerns and making information easy to find, enterprises will be able to improve firstcontact resolution across the Web and, ultimately, reduce the need for customers to escalate their queries to an agent. Customer satisfaction is the new customer service metric Enterprises are aware that increasing customer satisfaction will benefit them in the long term. Loyal customers will bring a recurring source of revenue, as well as providing recommendations to friends and family via word of mouth or their social networks. Not only are satisfied customers less Ovum (Published 01/2012) Page 2

3 likely to defect to the competition, but they will also help to create a positive impact on staff internally. When agents are able to successfully do their jobs and help customers, they will be more satisfied and agent churn will be lower. Ovum carried out a phone-based survey, where 100 customer service managers from various enterprises were asked about their priorities for monitoring and measuring the customer experience. The survey results showed that customer satisfaction is the most important metric for measuring success of the support organization. Figure 1: Customer satisfaction is the most important metric in determining the success of service and support 80% How important are these metrics in determining the success of your service and support organization? Percentage of respondents 60% 40% 20% 0% Customer Satisfaction First Call Resolution Average Handle Time Wait Time Net Promoter Score Rank 1 Rank 2 Rank 3 Source: Ovum, N = 103 O V U M As shown in Figure 1, over 60% of the respondents selected customer satisfaction as the key metric for determining the success of their support organization. Secondary priorities include first call resolution, average handle time and wait time. Respondents realize the high value in understanding customer needs and gaining direct feedback via surveys and reviewing calls. However, Net Promoter Score has yet to become a leading measure of success. Ovum (Published 01/2012) Page 3

4 Enterprises need greater visibility into customer behavior When customers interact online, they create a wealth of data and information that can be used by enterprises to help understand their behavior and satisfaction level. In addition, enterprises already have stores of customer data, including CRM records detailing purchase orders and prior customer service queries, and information detailing how customers use a website. Enterprises need better ways to link this existing data with customer feedback, from surveys and analytics, in order to enhance self-service channels and to educate agents. Figure 2 shows the tools that customer service managers are currently using to monitor customer satisfaction. The majority of respondents are using web, telephone or mail surveys along with call recording tools to determine customer opinions. However, adoption of speech analytics is low among respondents. In order to future proof their customer service strategies, enterprises should consider deploying speech or text analytics to help determine how to utilize direct feedback from surveys. Much of the information collected is white noise and enterprises need to separate valuable data, which highlights common problems or key successes, in order to improve the overall customer experience. Figure 2: Web surveys are a popular measure of customer satisfaction Which tools do you currently use to monitor customer satisfaction and experience? Web surveys Reviewing calls Telephone / IVR surveys Social media monitoring Surveys by mail Speech analytics 0% 20% 40% 60% 80% 100% Percentage of respondents Source: Ovum, N = 103 O V U M Ovum (Published 01/2012) Page 4

5 Customer support organizations need to be proactive instead of reactive in order to address customers changing channel preferences and stay ahead of the curve. They should use knowledge about customer behavior on the Web to help determine how to optimize their website and adapt business processes. When coupled with survey responses, analytics could be used to push realtime updates to agents about how to answer queries, based on customer loyalty and their value to the organization. For example, a new customer may need a more detailed explanation of a technical resolution than a customer of five years who has handled similar problems in the past. Historical purchase information will help enterprises to group customers by value and position in the customer lifecycle. Enterprises may wish to prioritize high-spending customers, or those that are at risk of switching provider, in the call routing system. Ovum recommends that enterprises consider the following five steps to address customer behavioral changes and improve the customer experience. IMPROVING THE CUSTOMER SERVICE EXPERIENCE A five-step plan Customers interact with an enterprise through many different touchpoints throughout the customer lifecycle. Sales, marketing, brand mentions, and recommendations all impact a customer's decision to make a purchase, even before they reach out to a business or a peer to ask a question, complain, or raise a billing issue. Each of these exchanges impact customer sentiment and the overall "experience" with an organization. Figure 3: Five steps for improving the customer experience Source: Ovum O V U M Ovum (Published 01/2012) Page 5

6 Enterprises need to assess customer behavior and information flow at every stage in the customer's journey in order to determine ways to improve customer satisfaction. To achieve this there are five steps that enterprises should consider, as illustrated in Figure 3 and detailed below. 1. Define goals and metrics for improvement The first step for enterprises is to determine goals relating to how they will measure and improve the customer experience. Goals could relate to self-service capabilities on a website, the availability of service representatives, or more broadly across every customer touchpoint from the store to social media and loyalty. Enterprises should baseline and benchmark current customer service performance that involves reviewing processes, feedback, mechanisms, and engagements at various time intervals. They should take into consideration product releases, marketing campaigns, and activities within different areas of the business that could impact the customer experience. It is also important for enterprises to break down siloes between marketing, line of business, IT and customer service departments in order to utilize common data sets and work in concert. Enterprises need to collaborate on goals among departments and review useful data before determining which metrics they will measure. Not all metrics or forms of communication will be relevant for every enterprise, and organizations should think about their individual customers' demographics and preferences before determining how they will measure customer satisfaction. Three areas that enterprises may wish to focus on improving are: First-contact resolution (FCR). Communications are carried out not just via telephone and but via many channels and tools, including social media, selfservice, SMS, and communities. It is important to consider resolution across any medium. Are customer service queries being resolved at the first point of contact, whether that is an FAQ page or an ? If not, how can the enterprise improve availability of information and increase resolution rates? Net promoter score (NPS). Enterprises can also monitor customer satisfaction using NPS, a system which aims to determine the likelihood of whether a customer will recommend a product or service. As indicated in Figure 1, NPS has not been widely adopted as a measurement for customer satisfaction. Enterprises should therefore focus on improving this, alongside customer loyalty and FCR, in order to differentiate. Product and service satisfaction. Customers are empowered to find information online, and if they see conflicting data they could be more likely to switch products or services. Enterprises need to determine why customers are loyal to their organization and replicate this experience. Are customers most satisfied with the products and Ovum (Published 01/2012) Page 6

7 services they receive, or are they drawn to an organization because of a great customer service experience? Website usability. Enterprises encourage web self-service to deflect calls and demand on agents. By asking about the ease of use of a website, FAQ pages, or web chat, they can make self-service and online channels more effective. How are customers using web tools? Do their actions result in an escalation to web chat, phone, or ? 2. Implement customer feedback tools to track customer behavior and satisfaction Once an enterprise has determined which goals to measure, it should then determine which types of feedback or analytics tools will be the most useful to monitor customer behavior and opinions. For example, an enterprise may use a post-call IVR survey to determine whether a customer query was resolved. Asking a customer directly is the best way to find out if they were satisfied with an answer and track FCR. There are three types of customer feedback solutions that enterprises can use to understand customer needs: Surveys. Despite technological advancements in text, speech, and realtime analytics, surveys are still an important way to gauge customer opinion. Surveys can be carried out in any channel: outbound dialing with agents, IVR surveys, and web surveys are three popular methods. They enable customer support organizations to ask customers whether they are satisfied with products, services, and customer service, whether their problems were resolved, or if they found the information they needed on a website. They are simple to deploy, and allow customers to express their true opinion. Social media monitoring. Enterprises can implement a social listening platform to determine customer sentiment about their organization. Customers may share very different views via a social media site where they are connected to peers than they would when answering a short post-call survey. Some of the issues that enterprises may wish to address include: whether the customer reached out directly to the organization with a complaint or query, who responded, how quickly a resolution (if any) was reached, and how many channels or transfers the customer was led through. Process, speech, and text analytics. Analytics allows enterprises to delve deeper into interactions, grouping calls, or social media messages by topic and resolution success rate. Different types of analytics have different uses. Cross-channel analytics helps enterprises to understand how many channels a customer is using, whereas speech or text analytics can help group calls into topical categories. However, Ovum (Published 01/2012) Page 7

8 analytics may be complex to deploy, and relies on close integration between telephony, CRM, web, and workforce optimization systems. As shown in Figure 2, a high proportion of customer service organizations are using surveys to obtain customer feedback. However, they need to combine this information with data from external departments and customer records in order to receive more value from their data. As analytics solutions become more economically viable, enterprises should invest; analytics will help them determine how customers behave across channels and compare behavior to customer opinions gathered from surveys. A combination of CRM, analytics and feedback will enable customer support managers to discover why customers are calling and whether or not they received the correct information in an efficient manner. Ovum believes that in order to get a broad perspective on the customer, and truly understand their opinions as well as their behavior, enterprises should create a hybrid technology strategy. 3. Align effectiveness and efficiency metrics While it is important to track agent performance using traditional metrics such as call handling time and number of calls answered, enterprises must align results from performance management and quality monitoring tools with customer satisfaction and loyalty metrics. As shown in Figure 1, customer satisfaction is the clear priority for customer support organizations; managers recognize that in order to retain customers, reduce costs and create a stable business model, they need to improve customer satisfaction and call resolution. In order to follow through with this goal, enterprises should move away from their traditional view of the support organization as a cost center. Their priority should be call resolution and effectiveness of different channels in answering customer queries. Enterprises should review and improve internal processes as part of the drive to provide more effective customer service. They must work with agents to ensure they are equipped to resolve customer issues. It behooves enterprises to deliver agent training and provide the relevant updates on the agent desktop. As customers become more active on the Web, enterprises must use content from customer queries across communities and social media to populate their knowledge base and to educate agents about trends in customer behavior. Agents will also gain better visibility into customer needs if enterprises remove silos across departments and channels. For example, agents may be better able to handle a claim if they also have access to information about process times and billing. Ovum believes that striking a balance between efficiency and effectiveness in this way is the key to becoming a successful enterprise. 4. Link information across every channel, internally and externally Customers require consistent, accurate information, and they want it quickly, in the most convenient channel, whether that is on a smartphone or within their favorite social site. Enterprises Ovum (Published 01/2012) Page 8

9 should aim to bridge the gap between customers and agents by linking knowledge across every channel, and ensuring that the information on externally facing websites and communities is in line with the information that agents provide. An integrated knowledge management system will help enterprises link interactions across these sites. The knowledge system will act as the glue that binds what the customer community knows and what the agent knows, increasing first-contact resolution on the Web and mitigating some of the issues discussed above. Enterprises should populate external customer touchpoints such as the website, store kiosks, and communities with information from the agent knowledgebase. Doing so will enable the company to fully exploit data from sales, marketing, billing, social media, and the physical store to improve customer service. 5. Review feedback, act on information, and remember that it is an ongoing process Ultimately, enterprises must be willing to act on findings from customer behavioral data and survey results. The aim of setting goals and gaining feedback from customers is to monitor and improve the business. Enterprises should use their findings from feedback to continuously improve their service and tailor their business to changing customer needs. Feedback may not always be positive, and enterprises need to determine whether it is valid before making changes and disrupting their business model. Enterprises should remember that the customer experience is constantly evolving, and that the process of defining goals and monitoring behavior is ongoing. Customers opinions about an organization are influenced by a number of factors, including changes to their business relationship, changes within the enterprise, and independent socio-economic factors. Enterprises should view the customer satisfaction feedback process as a continuous loop: defining goals, getting feedback from customers, analyzing and connecting information from different sources, and then acting on the information, before repeating the cycle. CONCLUSION The way in which consumers communicate is evolving; they are rapidly adopting communities, web self-service and social media for both personal and business interactions. Customer support organizations must adapt their strategies in order to provide effective online tools to engage with the customer on the customer s terms. Towards this end organizations face challenges reducing silos, ensuring information is consistent across channels and training agents to handle queries. Ovum recommends that enterprises follow the five steps detailed in this whitepaper in order to enhance the customer experience, and ultimately, customer loyalty and retention. Although, these steps provide a high level view of customer service improvements, support organizations can tailor the plan to suit their individual business and specific industry needs. Enterprises should improve the customer experience across every point of customer contact in order to drive high resolution and develop loyal customers who are also likely to act as brand advocates. Ovum (Published 01/2012) Page 9

10 APPENDIX Definitions Customer service representative (CSR) also known as an agent. CSRs make and/or receive telephone calls to internal or external customers to handle customer service requests. Social media a social network is the web of personal acquaintances made through common interests or circumstances. Social media tools allow users to represent and extend their social networks online. Author Aphrodite Brinsmead, Analyst, Customer Interaction at Ovum Disclaimer All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior permission of the publisher, Ovum (an Informa business). The facts of this report are believed to be correct at the time of publication but cannot be guaranteed. Please note that the findings, conclusions, and recommendations that Ovum delivers will be based on information gathered in good faith from both primary and secondary sources, whose accuracy we are not always in a position to guarantee. As such Ovum can accept no liability whatever for actions taken based on any information that may subsequently prove to be incorrect. Ovum (Published 01/2012) Page 10

Differentiate your business with a cloud contact center

Differentiate your business with a cloud contact center Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September

More information

Optimizing Customer Service in a Multi-Channel World

Optimizing Customer Service in a Multi-Channel World Optimizing Customer Service in a Multi-Channel World An Ovum White Paper sponsored by Genesys Publication Date: October 2010 Introduction The way in which customer service is delivered has changed. Customers

More information

Five Secrets to Contact Center E-learning and Coaching Success

Five Secrets to Contact Center E-learning and Coaching Success Five Secrets to Contact Center E-learning and Coaching Success A Guide to Best Practices An Ovum White Paper sponsored by Publication Date: August 2010 INTRODUCTION Training tools are valuable to contact

More information

Intelligence in Action: Business Benefits of a Smart Agent Desktop

Intelligence in Action: Business Benefits of a Smart Agent Desktop Intelligence in Action: Business Benefits of a Smart Agent Desktop Reducing agent effort and improving productivity An Ovum White Paper sponsored by INTRODUCTION Customers are rapidly adopting SMS, email

More information

The Customer Experience:

The Customer Experience: The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged

More information

CRM in the Contact Center and the Emergence of the Unified Agent Desktop

CRM in the Contact Center and the Emergence of the Unified Agent Desktop CRM in the Contact Center and the Emergence of the Unified Agent Desktop An excerpt from Datamonitor s recent report, DMTC2207 SUMMARY Publication Date: September 2008 Contact centers face ever-increasing

More information

Put the R Back in CRM with a Customer Experience Platform

Put the R Back in CRM with a Customer Experience Platform Put the R Back in CRM with a Customer Experience Platform An Ovum White Paper Sponsored by Publication Date: October 2015 Introduction In today s highly competitive market, businesses need to have their

More information

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center

Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Today s Contact Center Technology-Enabled Analytics: The Key to Improving Operational Effectiveness and Customer Experience in Niren Sirohi, Ph.D. Vice President, Predictive Analytics PAGE 2 Have you ever felt that you are usually

More information

Choosing the Right Cloud Contact Center Solution

Choosing the Right Cloud Contact Center Solution Choosing the Right Cloud Contact Center Solution A solution and vendor evaluation guide for enterprises An Ovum White Paper Sponsored by Publication Date: June 2012 INTRODUCTION Competing in today's complex

More information

Creating the customer experience

Creating the customer experience Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook

BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE It s natural to start designing an omnichannel customer experience (CX)

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook

BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE ebook ADOPTION OF SOCIAL CUSTOMER CARE JUMPS What Department Owns Social Media Engagement? The debate over which internal department owns social media continues

More information

customer care solutions

customer care solutions Your BANK Account balance: $2,345 Next payment due: 1/30/09 customer care solutions from Nuance Is it Time to Transform Your Contact Center? Migrate your Legacy IVR to Drive Your Bottom Line executive

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

NICE MULTI-CHANNEL INTERACTION ANALYTICS

NICE MULTI-CHANNEL INTERACTION ANALYTICS NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle

More information

Winning with Emerging CRM Channels. An Ovum White Paper

Winning with Emerging CRM Channels. An Ovum White Paper Winning with Emerging CRM Channels An Ovum White Paper Introduction If there has been one constant over the past five years, it is the shift in how consumers interact not just with each other, but how

More information

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience 10 Steps to a Multichannel Strategy and an Exceptional Customer Experience Jesús Hoyos CRM industry analyst and advisor Brad Herrington Principal Solutions Architect Interactive Intelligence, Inc. Contents

More information

Delivering a Superior Customer Experience

Delivering a Superior Customer Experience An excerpt from the 2013 Customer Experience Management Guide Delivering a Superior Customer Experience IT S IMPORTANT TO EMPOWER YOUR AGENTS TO DO THE RIGHT THING FOR THE CUSTOMER. THEY ARE, AFTER ALL,

More information

Five Key Benefi ts of Knowledge Management in Customer Service

Five Key Benefi ts of Knowledge Management in Customer Service InQuira e-book Five Key Benefi ts of Knowledge Management in Customer Service Seeking to improve the effi ciency and effectiveness of customer service, leading enterprises have turned to knowledge management

More information

Managing the customer experience across channels -- a manager's guide

Managing the customer experience across channels -- a manager's guide E-Book Managing the customer experience across channels -- a manager's guide With numerous customer touchpoints -- including email, customer communities and other social media, text and chat -- it s crucial

More information

Modern Customer Care In a Multi-Channel World

Modern Customer Care In a Multi-Channel World An Oracle White Paper March 2015 Modern Customer Care In a Multi-Channel World By David Lanning, Senior CX Strategist and Jeff Griebeler, Principal Sales Consultant Executive Overview The Connected Customer

More information

Transform Customer Experience through Contact Center Modernization

Transform Customer Experience through Contact Center Modernization Cognizant Healthcare Solution Overview Transform Customer Experience through Contact Center Modernization Improve customer experience and reduce costs with next-generation contact center services Health

More information

Integrating social media into CRM for next generation CX

Integrating social media into CRM for next generation CX Integrating social media into CRM for next generation customer experience Telcos need to rethink their customer care strategies with social media in mind Written by: Adaora Okeleke and Shagun Bali Published

More information

5 Steps to Building a Customer Experience Driven Contact Center ebook

5 Steps to Building a Customer Experience Driven Contact Center ebook 5 Steps to Building a Customer Experience Driven Contact Center ebook WE VE ENTERED THE AGE OF THE CUSTOMER Empowered buyers demand a new level of customer obsession Technology has evolved through a set

More information

Customer Analytics: A Powerful Source of Competitive Advantage for Midsize Organizations

Customer Analytics: A Powerful Source of Competitive Advantage for Midsize Organizations Issue 2 Customer Analytics: A Powerful Source of Competitive Advantage for Midsize Organizations 1 Introduction 2 Finding the Value in Customer Data 4 From the Gartner Files: A Customer Service Analytics

More information

How-to Guide: Top Ways to Improve Contact Center Performance

How-to Guide: Top Ways to Improve Contact Center Performance Top Ways to Improve Contact Center Performance HOW ADVANCED TECHNOLOGY IS HELPING CONTACT CENTERS ACHIEVE KEY PERFORMANCE INDICATORS Executive Summary Recent studies have demonstrated a positive relationship

More information

Improve customer experience with your call center

Improve customer experience with your call center Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible

More information

Benefits of Personalizing IVR: An Eircom Case Study

Benefits of Personalizing IVR: An Eircom Case Study Benefits of Personalizing IVR: An Eircom Case Study Reference Code: IT024-000014 Publication Date: 08 Apr 2014 Author: Clare McCarthy SUMMARY Catalyst Customer-service channels are at the forefront of

More information

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous

More information

Mitel MiContact Center Enterprise & Business

Mitel MiContact Center Enterprise & Business Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,

More information

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper

A Strategic Approach to Customer Engagement Optimization. A Verint Systems White Paper A Strategic Approach to Customer Engagement Optimization A Verint Systems White Paper Table of Contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical for business

More information

[ know me ] A Strategic Approach to Customer Engagement Optimization

[ know me ] A Strategic Approach to Customer Engagement Optimization [ know me ] A Strategic Approach to Customer Engagement Optimization A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

Table of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4

Table of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4 Table of Contents Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3 How Real-Time Monitoring Works... 4 Putting Real-Time Monitoring Into Action... 5 The Impact of Real-Time Monitoring...

More information

Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences

Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences A Custom Technology Adoption Profile Commissioned By Genesys Telecommunications Laboratories Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences March 2013 Introduction

More information

Customer Service Best Practices Survey Results

Customer Service Best Practices Survey Results Customer Service Best Practices Survey Results Executive Summary During difficult economic times, most organizations shift their focus from acquiring new customers to retaining and growing existing customer

More information

A Forrester Consulting Thought Leadership Paper Commissioned By salesforce.com The Five Imperatives To Delivering Great Customer Service

A Forrester Consulting Thought Leadership Paper Commissioned By salesforce.com The Five Imperatives To Delivering Great Customer Service A Forrester Consulting Thought Leadership Paper Commissioned By salesforce.com The Five Imperatives To Delivering Great Customer Service May 2013 Table Of Contents Executive Summary... 2 1. Customer Experiences

More information

WHITE PAPER Analytics for digital retail

WHITE PAPER Analytics for digital retail WHITE PAPER Analytics for digital retail Introduction The advent of organized retail propelled businesses to reach out to a wider spectrum of consumers in an effort to increase market share. This gave

More information

The Social Media Manual for the Utility Industry - Guidelines & Best Practices

The Social Media Manual for the Utility Industry - Guidelines & Best Practices BEST PRACTICES GUIDELINES The Social Media Manual for the Utility Industry - Guidelines & Best Practices Rachit Chawla, Consultant Solutions, WNS Global Services It happens to be the number 1 activity

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

Building and Measuring Business Value:

Building and Measuring Business Value: Business White Paper Building and Measuring Business Value: Customer Satisfaction Surveys April 2008 Table of Contents 3 Introduction 3 The Need for Insight 3 The Right Measurement Tool 4 Survey Dimensions

More information

Business Process Services. White Paper. Managing Customer Experience: Strategies for Success

Business Process Services. White Paper. Managing Customer Experience: Strategies for Success Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Call Center Glossary. Call Center Resources

Call Center Glossary. Call Center Resources Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.

More information

Optimizing Digital Self-Service to Boost Customer Loyalty

Optimizing Digital Self-Service to Boost Customer Loyalty Optimizing Digital Self-Service to Boost Customer Loyalty Five steps for improving web and mobile customer service Publication Date: 31 Oct 2014 Product code: IT0020-000056 Aphrodite Brinsmead Summary

More information

WHITE PAPER. The Five Fundamentals of a Successful FCR Program

WHITE PAPER. The Five Fundamentals of a Successful FCR Program The Five Fundamentals of a Successful FCR Program April 2012 Executive Summary Industry analysts agree that First Contact Resolution (FCR) is the best way to measure the effectiveness of your contact center.

More information

Best Practices for Chat Deployments

Best Practices for Chat Deployments Best Practices for Chat Deployments With Oracle Chat Cloud Service INTRODUCTION The popularity of chat continues to grow in dramatic fashion, but there is still a disparity between what organizations are

More information

Three Benefits You Gain by Managing the Customer Journey

Three Benefits You Gain by Managing the Customer Journey Three Benefits You Gain by Managing the Customer Journey TABLE OF CONTENTS Three Benefits to Focusing on CX and Customer Journeys...1 Overcoming Roadblocks on The Path to Great Experiences...4 Keys to

More information

PowerObjects Presents: Transforming Your Customer Service From Good to Great.

PowerObjects Presents: Transforming Your Customer Service From Good to Great. PowerObjects Presents: Transforming Your Customer Service From Good to Great www.powerobjects.com About PowerObjects Minneapolis Atlanta Chicago Cincinnati Dallas New York Omaha Philadelphia Seattle Toronto

More information

Using Analytics to Improve Your Interactions with Customers

Using Analytics to Improve Your Interactions with Customers Consulting Using Analytics to Improve Your Interactions with Customers By Mike McGuirk, Consulting Services Using Analytics to Improve Your Interactions with Customers The use of customer analytics across

More information

Customer Care for High Value Customers:

Customer Care for High Value Customers: Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization

More information

Engage Customers with Service Excellence

Engage Customers with Service Excellence SAP Brief SAP Customer Relationship Management Customer Service s Objectives Engage Customers with Service Excellence It s time to rethink customer service It s time to rethink customer service Today s

More information

The Customer Experience: the Journey from Good to Great

The Customer Experience: the Journey from Good to Great The Customer Experience: the Journey from Good to Great Richard Snow VP & Research Director Customer Engagement Ventana Research Karina Howell Solutions Marketing Manager Interactive Intelligence, Inc.

More information

Customer Experience: Essential Requirements for Company Profitability and Competitive Success

Customer Experience: Essential Requirements for Company Profitability and Competitive Success Customer Experience: Essential Requirements for Company Profitability and Competitive Success By Dr. Natalie Petouhoff TABLE OF CONTENTS Executive Summary...1 Economic Imperative of Focusing on the Customer

More information

Experience Trumps All. Leveraging the Top Trends in Customer Service

Experience Trumps All. Leveraging the Top Trends in Customer Service Experience Trumps All Leveraging the Top Trends in Customer Service Table of Contents 03 The Changing Landscape of Omnichannel Service 05 Trend 1 The Social Media Explosion 07 Trend 2 Device Hopping 09

More information

It s a Mad, Mad, Mad Multichannel World!

It s a Mad, Mad, Mad Multichannel World! It s a Mad, Mad, Mad Multichannel World! Best Practices for Engaging Customers with Multiple Service and Support Channels A White Paper by Executive Summary Multichannel service, the availability of several

More information

Creating an effortless customer experience requires insider knowledge from three key stakeholders:

Creating an effortless customer experience requires insider knowledge from three key stakeholders: Consider the impact of every contact center agent having the knowledge, tools and ability to provide a flawless experience; think about the results that are possible when an organization perfectly aligns

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset

More information

Essential Steps to Creating Great Customer Experiences

Essential Steps to Creating Great Customer Experiences Essential Steps to Creating Great Customer Experiences Richard Snow VP & Research Director Customer Engagement Ventana Research Karina Howell Solutions Marketing Manager Interactive Intelligence, Inc.

More information

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,

More information

Global Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Global Insights on Succeeding in the Customer Experience Era. Copyright 2013, Oracle and/or its affiliates. All rights reserved. Global Insights on Succeeding in the Customer Experience Era 1 Contents Introduction 3 Methodology 4 Executive Summary 6 Findings 7 Our Take 16 Industry & Regional Appendix 18 2 Introduction Today s consumers

More information

Netcall 2013. Embracing the Customer Journey

Netcall 2013. Embracing the Customer Journey Netcall 2013 Embracing the Customer Journey Netcall 2013 What should we measure? Understand what s important Within each area Communicate performance Stakeholders Management Team Align tactical activity

More information

Strategies to Improve the Customer Experience 3eBook

Strategies to Improve the Customer Experience 3eBook Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:

More information

Social Media Analysis and Audience Engagement

Social Media Analysis and Audience Engagement Solution in Detail Media and Marketing Executive Summary Contact Us Social Media Analysis and Audience Engagement Analyze Social Media and Engage Customers Audience Engagement Consumer Experiences Social

More information

Getting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research

Getting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research Getting Business Value from Customer Engagement Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research 1 How Gartner Delivers Value Gartner research helps clients review, develop,

More information

Maximizing Customer Value with Proactive Outbound Contact

Maximizing Customer Value with Proactive Outbound Contact Maximizing Customer Value with Proactive Outbound Contact How to reach out to customers in ways that delight them An Ovum White Paper Sponsored by Publication Date: May 2012 INTRODUCTION Outbound interactions

More information

Customer Care Experience

Customer Care Experience Customer Care Experience Christian Raahave Product Sales Specialist Michael Ahrensburg Consulting System Engineer They are talking about you! Three Waves of Contact Center Innovation Multiple channels

More information

Best Practice in Customer Experience Management

Best Practice in Customer Experience Management Best Practice in Customer Experience Management This report looks at best practice in implementing voice of the customer programmes to help retail businesses understand what their customers want and how

More information

Taking A Proactive Approach To Loyalty & Retention

Taking A Proactive Approach To Loyalty & Retention THE STATE OF Customer Analytics Taking A Proactive Approach To Loyalty & Retention By Kerry Doyle An Exclusive Research Report UBM TechWeb research conducted an online study of 339 marketing professionals

More information

Deliver superior customer experiences across all channels

Deliver superior customer experiences across all channels Deliver superior customer experiences across all channels Create an army of advocates who sing your praises It s a fact. Customer advocates are your greatest assets. They spend more, stay with you longer

More information

Its all about the Customer Experience CX

Its all about the Customer Experience CX Its all about the Customer Experience CX A Good IVR Delivers a Great CX Knows who you are Caters to your preferences Anticipates your needs Respects your time Serves you quickly! 2 People Don t Hate Automation

More information

A Quick Guide to Social Customer Service: Measure, Refine & Scale

A Quick Guide to Social Customer Service: Measure, Refine & Scale A Quick Guide to Social Customer Service: Measure, Refine & Scale Measuring how well your Social Customer Service program is working for both your customers and your business is not easy. For the last

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

Contact Center Solutions

Contact Center Solutions 1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center

More information

Social Media for Business Benefit: The emergence and impact of social media on customer interaction

Social Media for Business Benefit: The emergence and impact of social media on customer interaction Social Media for Business Benefit: The emergence and impact of social media on customer interaction A leadership perspectives white paper Recommended next steps for business and industry executives Issue

More information

The case for Centralized Customer Decisioning

The case for Centralized Customer Decisioning IBM Software Thought Leadership White Paper July 2011 The case for Centralized Customer Decisioning A white paper written by James Taylor, Decision Management Solutions. This paper was produced in part

More information

The Insurance Contact Center Transformation: The Business Value for Improved Customer Service

The Insurance Contact Center Transformation: The Business Value for Improved Customer Service The Insurance Contact Center Transformation: The Business Value for Improved Customer Service Table of Contents Overview... 3 Key Business Drivers... 3 What are the resulting industry trends based upon

More information

www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by PwC & Oracle s Cloud CRM & CX Applications

www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by PwC & Oracle s Cloud CRM & CX Applications www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by & Oracle s Cloud CRM & CX Applications Agenda Introductions & Customer Experience / CX Defined Why CX is Critical Today?

More information

WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings

WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problems...

More information

OMNICHANNEL CUSTOMER SERVICE

OMNICHANNEL CUSTOMER SERVICE OMNICHANNEL CUSTOMER SERVICE BEST PRACTICES IN CREATING MEMORABLE OMNICHANNEL CUSTOMER EXPERIENCES Is your contact center prepared to deliver omnichannel customer service? Are you aware of the dangers

More information

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Between March and July of 2012, Aberdeen surveyed 478 customer care executives regarding their contact center activities. Findings from

More information

Sponsored by. Contact Center Analytics Empower Enterprises

Sponsored by. Contact Center Analytics Empower Enterprises Sponsored by Contact Center Analytics Empower Enterprises Table of Contents Executive Summary... 1 The Changing Mission of Contact Centers... 1 Contact Center Goals... 1 Contact Center Analytics... 2 What

More information

Transforming customer service with business analytics

Transforming customer service with business analytics IBM Software Business Analytics Customer Service Transforming customer service with business analytics 2 Transforming customer service with business analytics Contents 2 Overview 2 Customer service is

More information

Getting it Right: Seven Steps to Right Channeling Customer Interactions

Getting it Right: Seven Steps to Right Channeling Customer Interactions Getting it Right: Seven Steps to Right Channeling Customer Interactions A Joint Whitepaper from IntelliResponse and Oracle In seven simple steps, ebusiness, Customer Experience and Contact Center professionals

More information

At a recent industry conference, global

At a recent industry conference, global Harnessing Big Data to Improve Customer Service By Marty Tibbitts The goal is to apply analytics methods that move beyond customer satisfaction to nurturing customer loyalty by more deeply understanding

More information

Customer Effort and Customer Engagement March 6, 2014 Richard Snow VP & Research Director, Customer Engagement

Customer Effort and Customer Engagement March 6, 2014 Richard Snow VP & Research Director, Customer Engagement and Customer Engagement March 6, 2014 Richard Snow VP & Research Director, Customer Engagement /richardsnow.ventanaresearch.com @rjsnowvr in/richardjsnow 1 Customer Expectations Channel of their choice

More information

ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION

ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION For many insurance carriers, sales through indirect channels form the largest proportion of their business. However, most carriers do not

More information

Interactive Intelligence

Interactive Intelligence Interactive Intelligence Customer Service Experience Study (Wave II) by Joe Staples Chief Marketing Officer Interactive Intelligence, Inc. and Thomas Bailey Content Editor Interactive Intelligence, Inc.

More information

7 Apps to Supercharge Your Customer Service Experience

7 Apps to Supercharge Your Customer Service Experience 7 Apps to Supercharge Your Customer Service Experience Introduction Today s connected customers have fundamentally changed the role of the customer service contact center from a necessary evil to a strategic

More information

Maintaining a Competitive Edge with Interaction Analysis

Maintaining a Competitive Edge with Interaction Analysis Explore Maintaining a Competitive Edge with Interaction Analysis Winner of the Frost & Sullivan 2007 Product Innovation Award Autonomy etalk White Paper Maintaining a Competitive Edge with Interaction

More information

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material,

More information

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time White paper 8 plays To deliver an integrated customer service experience On Break Free 25 2 min Busy Average Handle Time % Today, multi-channel usage is a way of life, but the trend seems to have bypassed

More information

Deploying Customer Service in the Cloud

Deploying Customer Service in the Cloud Deploying Customer Service in the Cloud The four phases: from implementation to transformation An Ovum White Paper Sponsored by Publication Date: November 2012 Executive Summary One of the biggest challenges

More information

Evolving From Contact Center to Engagement Center

Evolving From Contact Center to Engagement Center Evolving From Contact Center to Engagement Center Steve Kraus Senior Director, Product Marketing PEGASYSTEMS Today s digitally empowered customers are more demanding than ever. They expect a quick, accurate

More information

6 Elements of an Omnichannel Management Strategy

6 Elements of an Omnichannel Management Strategy 6 Elements of an Omnichannel Management Strategy By: Rob McDougall Upstream Works Software New channels of customer communication are exponentially increasing the complexity of managing the customer s

More information