Planning for Digital WEBINAR Netcall. #digitalplanning Chat room

Transcription

1 Planning for Digital WEBINAR Tuesday 9 th June 2015

2 Your panel members today Richard Farrell Chief Technology Officer Netcall Dave Vernon Head of Membership The Forum Mike Elliott Senior Account Executive Sentiment Metrics

3 Agenda What does Planning for Digital mean to UK contact centres? Why we need to be committed to a digital future Strategy and tactics initial phase to maturity Your survey responses and their implications Questions answered Planning for social customer service success Logical steps to assist you to choose the correct digital channels Questions answered Kindle Fire HDX winner announced and wrap-up Polls Your survey entry (gave you a chance to win a kindle fire HDX!)

4 Your feedback In our organisation Planning for Digital means Quality across multiple channels 47% 47% 6% 0% Workforce management and resource planning 31% 53% 13% 3% Planning and implementing technology needed 63% 28% 9% 0% Digital strategy for the organisation 56% 34% 6% 3% Upskilling staff for multichannel 38% 50% 9% 3% Netcall and PSCSF survey May % 20% 40% 60% 80% 100% 100% Highly relevant in planning Relevant future plan Currently unsure Unlikely to be relevant

5 60% Committed to digital and why CEO ranked categorisation of top three priority mentions CEO top technology priorities 2015 / % 54% 12% 13% 40% 25% 9% 30% 24% 21% 5% 5% 20% 20% 13% 4% 10% 13% 12% 11% 10% 9% 9% 0.6% 32% 0% CEOs' Top Business Priorities for 2015 and 2016 Source: Gartner (April 2015) Cloud Improvement Multichannel Mobile/m-commerce Info, analytics, big data Digital & social online IoT related E-commerce Cybersecurity

6 Your feedback Which is the greatest challenge to overcome legacy technology or legacy thinking Disagree as technology is our major hurdle, 19% Yes agreed, 25% Our management team understand the importance of digital, 37% Our contact centre are embracing digital, 19% Netcall and PSCSF survey May 2015

7 Strategy and tactics digital initial phase to maturity Many organisations see digital as a risk, how did you manage any risk aversion? When looking at digital, did you: Just make a light dip? Just a few people? Control the access? What did the results demonstrate? Was it a useful test and if not why so?

8 What web chat taught Data, with effective collaboration, holds the key to good performance Channel volatility Plan using reliable data Set initial service levels Revise Staffing for demand Operational hours Use data to created long term forecasts / FTE requirement Integrate digital within standard planning Improve visibility of change and volume drivers Forecasted inbound Forecasted outbound Inbound / outbound ratio Weighted handling time

9 Achieving effective channel shift means teach digital Opening a channel is like turning a tap on It has implications You will need to teach digital and educate your customer Tactics and toe dips are fine when they are part of a self-sustaining strategic plan

10 Your survey responses CSAT and FCR We measure customer satisfaction (CSAT) We measure first contact resolution (FCR) 90% 80% 79% We use another method, 17% 70% 60% 50% 40% 30% 20% 10% 39% 27% 21% 10% 14% We do not measure, 19% Ask customers, 42% 0% Voice Web chat Social media SMS Not measured Use CRM, check for repeat contact, 21% Netcall s Planning for Digital survey at The Forum April 2015

11 Your survey responses skills and cost We monitor agent skills and quality on these channels 100% 90% 94% 4% 19% 80% 70% 60% 50% 40% 30% 68% 32% 42% 58% 52% 48% 24% 76% 25% 31% 79% 20% 10% 0% 6% Voice Web chat Social media SMS Yes No Netcall s Planning for Digital survey at The Forum April % Voice Web chat Social media SMS No

12 Your survey responses - social strategy as part of digital Using social channels How we use social channels Do not use social, 23% 21% 37% Publish listen provide, 77% 8% Netcall s Planning for Digital survey at The Forum % Publish content Use social listening tools Social media delivers customer services All of the above

13 Your survey responses - social strategy as part of digital Organising the social customer service workforce 6% Outsource social customer service Plan for optimal times to allocate resource Unified in multi channel queue 39% 12% 17% Web chat and social media team Don't know 27% Netcall s Planning for Digital survey at The Forum April 2015

14 Six stages and the success criteria 21% 37% 8% 12% You said you were at these stages: Publish content Use social listening tools Social media delivers customer services All of the above

15 What the deckchair taught Crisis is not necessary Align the contact centre and the business / marketing Use the same tool Marketing / operations publish content Contact centre responds Back office delivery

16 Five best practice considerations 1. Define success criteria in a staged process 2. Ensure that you feedback results and data to enhance your contact centre offering 3. Make educated decisions before expansion 4. Future proof your channel 5. Think multichannel!

17 Factors to consider to deliver cost effective channel shift Find the sweet spot per transaction Service levels Handling time First contact resolution Customer effort Cost per agent hour Cost per transaction Customer satisfaction

18 Logical steps that will assist you choose the correct digital channel Understand Costs by channel Customer response to your service Transactions and value by type and channel Staffing and skills Your goals and expectations Create the business case Ensure you have a strategy, not just tactics

19 Thank you for joining us! Remember to: Use the home page and download the resources including the slides We will notify you when the short research report is published Visit our blog Join the conversation and follow us on social media w w w. n e t c a l l. c o m