How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE

Transcription

1 How to Catapult your Contact Center through the Next Wave of Customer Expectations. Steve McKinney Customer Experience Designer COMPLEX SYSTEMS ONE

2 The New World of Customer Service

3 The New World of Customer Service By 2020 customers will manage 85% of the relationship with an enterprise without interacting with a human -Gartner

4 What are YOUR Customers Expectations? Minimize The Risk Reward Me Purchase 4 Represent Me Serve MY Needs Recommend 8 Earn My Trust, Make It Easy Select Be Relevant 3 BUY Market & Sell OWN Support &Serve 6 7 Know My History Maintain Give Me More Value Engage Me Research Need Receive Use Be Consistent Be Transparent

5 What are YOUR Customers Expectations? 80% of Companies say they deliver Superior customer service 8% of customers of those same companies say they deliver Superior customer service 55% of consumers prefer automated self-service, that s doubled in the last five years 89% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago

6 What are YOUR Customers Expectations? 73% Friendly employees & Customer Service Representatives 55% Easy access to information & support 36% Personalized experiences like knowing what customers have bought in the past and service issues they ve experienced

7 What are YOUR Customers Expectations? Superior Great Good Not Good Level of Service Company Customer Expectation

8 Customer Service Priorities and Trends Training, Coaching & Career Path for Agents Social Media Strategy Omni-Channel Single View of the Customer Process Automation Client Demand: Higher Quality Customer Interactions Contact Center as Competitive Advantage Mobile Support Multi-lingual Customer Care Quality and Performance Measurement in Experience Design Improve C-Sat Scores (FCR, NPS, VOC) Knowledge Management

9 1 The Power of Knowledge in Service

10 Empower Agents and Customers with consistent information Omni Channel Knowledge Web Mobile Social IVR Phone

11 Empower Agents and Customers with consistent information Automated Knowledge Creation Customer Searches Site Feeds Web Articles Submits Question Response Becomes Article Agent Responds

12 Empower Agents and Customers with consistent information Where to Start? Customer Experience Materials Subject Matter Experts Complaints Questions Inter-Department Phone Calls Social Media Focus Groups Training Manuals Presentations Legal Documents User Manuals Competitors Web Interviews Contests Reports Add to Job Duties

13 2 Quality and Performance Measurement

14 Quality and Performance Measurement KPI Dome First Tweet Resolution Avg Chat Response Time Agent Job Satisfaction Schedule Adherence Agent Tenure Average After Work time Training Time Average Time to Abandon First Call Resolution Percent of calls Answered in 30 seconds Avg Hold time Call Abandonment Rate Average Talk Time Agent Utilization Call Handling Time Agent Turnover Absenteeism Quality Scores IVR Completion Rate Agent Occupancy Average Queue time Service Level Call Handling Agent Metrics Average Speed of Answer

15 Quality and Performance Measurement Buy Everything Crazy Happy Will Refer Will Return Satisfied Dissatisfied Voice Chat Web

16 Quality and Performance Measurement Measure Performance Implement Compare to Customer Experience Customer Experience Design Journey Mapping

17 3 Social Media Customer

18 The Truth About Social Customer Service Social media doesn t create negativity, it puts a magnifying ass to it. 29% 42% of tweet gripes were replied to by the companies in question 57% of Tweeters expect a response within 60 minutes expect the same response time at night and on weekends as during normal business hours

19 The Truth About Social Customer Service 83% 1% of the complainants that received a reply liked or loved the fact that the company responded 80% of users prefer to connect with brands on Facebook of customers use Twitter as their first stop in problem resolution

20 Does Social Media Matter? 11,000,000 VIEWS + NO RESPONSE FROM UNITED = -10% STOCK VALUE IN 4 DAYS

21 Does Social Media Matter?

22 Does Social Media Matter? Never Broke My Guitar

23 Does Social Media Matter?

24 Social Media Responses

25 Who is Your Social Agent? The Super Agent Customer Service Skills Marketing Skills Legal Understanding Gen Y Speak

26 Hiring Trends for Social- Executive Titles

27 The Social Do s and Don'ts Do Don t Do Don t Do Do Monitor the Social Cloud Daily Send Auto Messages or Twitter Bots Respond Quickly Ignore the Trends Turn complaints into Success Stories Turn Social channel issues into actionable Tickets

28 Customers in 2020 Gen Y

29 The Millennials Gen Y Gen Y is not tech savvy they are tech dependent 56% of college students won t accept a job that bans social media As long as they show up they should be rewarded They should get Promoted every 2 years Regardless of Performance

30 4 Mobile Customer Service

31 Mobile Customer Service By 2020 customers will manage 85% of the relationship with an enterprise without interacting with a human -Gartner By 2014 there will be an estimated 1.8 billion mobile devices in the hands of consumers Smart Phone Tablets PC s

32 Mobile Customer Service Your Mobile Experience Shouldn't feel like a make-shift solution Cross and Upsell Marketing with Mobile Service

33 Mobile Customer Service Steps to Mobile Success 1. Consistent Customer Experience across all devices 2. Allow Customers to submit questions using Smart Phones 3. Web Chat designed for Mobile Interfaces 4. Deliver Knowledge at the Point of Need 5. Access to Communities and Forums 6. Cross and Upsell Marketing with Mobile Service

34 5 Process Automation

35 Process Automation Agent IVR Mobile Web Social Chat

36 Process Automation Web Guided Assistance Ask A Question Chat Agent Proactive Chat Ticket Auto- Creation Skill Based Workflow Scripting

37 Process Automation Social Mobile Custom Responses Subject Based Routing Cloud Monitoring Communities Forum Mobile Friendly Forms Account Access

38 Thank You Steve McKinney CX Solution Designer Phone Headquarters Communications Products, Inc E. 90 th Street Suite 111 Indianapolis, IN (800) Communications Products, Inc. (CPI) has been successfully implementing advanced, mission-critical communication solutions for nearly three decades. CPI has engineered, implemented, and now supports the communications of over 120,000 business professionals in 23 states, including the United States Department of Defense and Lucas Oil Stadium (home of the 2012 Super Bowl). CPI has also installed and tested over 15.6 million feet of structured cabling. With a staff of seasoned experts, CPI has the experience to continuously improve the way you communicate.

39 COMPLEX SYSTEMS ONE