Customer Care Experience

Transcription

1 Customer Care Experience Christian Raahave Product Sales Specialist Michael Ahrensburg Consulting System Engineer

2 They are talking about you!

3 Three Waves of Contact Center Innovation Multiple channels but little crosschannel consistency Consistent experience across all channels Wave 2: Multichannel Today Wave 3: Omnichannel SMS Web Mobile Wave 1: Voice Channel Online Customer Care Center Branch Chat Social Media Customer Contact Center Kiosk Brick and Mortar Voice Borderless Customer Care

4 Human behavior Catch me Know me Make it easy 4 me Connect me Surprise me Make me feel

5 Outcomes of Customer Collaboration should be! Revenue Increase/Protection Connect Cost Control/Reduction FCR Brand Value/Recognition CES NPS Optimize Engage

6 Business Outcomes in The Contact Center Word-of Mouth NPS Customer Effort Score Customer Lifetime Value (CLV) First Contact Resolution

7 Goal: Loyal Customers Effectiveness Loyalty and LOB Quadrant Customer Effort NPS First Contact Resolution Efficiency Service Level CSAT Efficiency and Operations Quadrant Low High Relevancy to Business Outcome

8 The ultimate question

9 Total Customer Experience Moments of Truth Connect with customers across multiple channels Engage with consistency and context Optimize interactions with a single platform and reporting Social Web/ App Contact Ctr Data Analytics Store Community Research Engage Convince Decide Buy Support Tweets Friends and Family Customer Engagement Exchange Interactive App with Chat and Voice Immersive Kiosk Mobile Video Remote Expert Web, Social, Video, and Self-Service

10 In space no one can hear you scream

11 Drivers of disloyalty 57% Must switch from web self-serve to voice 56% Consumers have to re-explain issue THE EXCEPTIONAL SERVICE CHALLENGE Transferred during support session 59 % 50% Cumbersome Authentication Must contact repeatedly to resolve issue 62%

12 Characteristics on Customer Loyalty More Loyal Total Potential Impact: 1x.14x Effort: First Contact Resolution Neutral.86x Moments of Wow: Teaching the customer something new 1 Wow & Delight Effort: More than One Contact to Resolve (2.52x) 2 Customer Effort 3 Agent Experience & Style Rep Experience: Generic Service (.52x) Effort: Repeating Information (.46x) Effort: Perceived Additional Effort to Resolve Effort: Transfers More Disloyal (.46x) (.20x) Total Potential Impact: (3.93x) N= customers Source: CEB, 2013

13 How to avoid transfers and repeated calls Agent Screen Recording (AQM) Additional Metadata call resolved to agent and custom via API Customized evaluation forms Visualization, including tagging

14 Data & Analytics - Unlock the Value Data Monetization Optimized Operations Customer Engagement Organizational Effectiveness Threat Minimization Source: Cisco Consulting Services primary research, 2013 $7.3T of the $19T IoE Opportunity over the Next 10 Years will be Realized Through Data & Analytics

15 Engage with Consistency and Context

16 Disclaimer The Cisco products, services or features identified in this document may not yet be available or may not be available in all areas and may be subject to change without notice. Consult your local Cisco business contact for information on the products or services available in your area. You can find additional information via Cisco s World Wide Web server at Actual performance and environmental costs of Cisco products will vary depending on individual customer configurations and conditions.

17 Cisco Finesse Web 2.0 Browser Based Desktop Agent State Controls Supervisor Reports Customizable Gadgets

18 Cisco Finesse Integrated Web-Chat and Gadget Chat and State Control Web-Chat Reply Pane

19 Context Service Business Challenges Businesses have little knowledge of their previous interactions with consumers across multiple channels Consumer frustration Wasted agent time Existing solutions are pricey, complex, or proprietary

20 Context Service Cloud-based storage of customer interaction data Chat Social Media Deliver Omnichannel Seamlessly Enables a complete view of the customer journey Phone IVR Customer Journey SMS Retail Better-informed agents provide a superior experience Mobile IoE Web Out-of-the-box Cisco platform integration Cisco Customer Collaboration Platforms Partner Applications Open web interfaces enable partner applications

21 Context Service Data Handling Chat Phone IVR Agent Social Media SMS Phone Customer Request Pod Pod POD Tag Tag Pod Pod POD Web Mobile IoE Retail Cisco Customer Collaboration Platforms Partner Applications

22 Context Service System of Engagement Context Service is the System of Engagement Fulfillment Business applications continue to function as the System of Record A Request can map to one or more business applications to represent customer s view One business process may consider issue as resolved but it may not be customer s view Omnichannel Business Process Request Marketing CRM Systems of record may communicate with each other via an Enterprise Service Bus without Context Service 25

23 Context Service Out of the box feature of CCE and CCX solutions New gadget in Finesse hosted from cloud Shows all Requests and PODs by Customer Org can customize fields layout via the new cloud management interface Sample Screen Actual version may differ 26

24 Context Service

25 Context Service Example Use Cases Customer Interaction History Route to last agent or preferred agent Route to same agent on channel shift Route based on customer sentiment from previous call Track IVR path Trending issues based on popular tags Agent search on similar issues by tag Build outbound campaigns based on tags

26 Context Service Summary Easy Channel agnostic Consumer journeys Secure

27 Total Customer Experience Connect Engage Optimize Interact with clients across channels Personalized and effective Greater Loyalty, value, and repeat spending Effortless Experience Increase Productivity Tools and flexibility to Empower people Deliver Consistent outcomes Single Platform reducing complexity, for simpler integration and lower TCO Simplified admin, configuration, management, services, and reporting

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