Unified Customer Experience Management
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- Easter Bruce
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1 Unified Customer Experience Management Unified Customer Experience Analytics Operational Excellence Customer Satisfaction & Loyalty Competitive Advantage
2 Today s Customer Touchpoints Self-service (IVR & Service Portal) Back-office Remote Support, , SMS, & Chat Internet & Social Media Contact Center (Agent) Branches / Retail Outlets ACD I CRM I WFM I QM I SMS I Web I IVR I Dialer I Internet Customer Service IT Infrastructure Multiple Customer Service Channels Help or Hindrance?
3 Customer Experience Management Challenges Poor and Inconsistent Customer Experiences at the Touch points - Resulting in Customer Churn Inefficiencies in Multi-channel Customer Service Delivery - Resulting in Higher Operational Costs Discussion of Bad Experiences Publicly in Social Media Channels - Resulting in Poor Brand Image We are in an Experience Based Economy!
4 Metrica s Solutions to Address the Challenges in CEM Customer Experience Improvement Align performance goals with strategic objectives for Customer satisfaction Smoother Self-service experience Real-time service performance management Social media analysis to capture voice of customer (VoC) Operational Costs Reduction Higher Workforce Productivity Better Effectiveness of Sr.staff Less calls to expensive live agents Less MIS costs Revenues Improvement Tighter monitoring of sales KPIs Optimize workforce for better selling Incentive management CRM analytics Actionable Insights from Your Customer Interactions!
5 Unified Customer Experience Analytics
6 Unified CEA Solution Framework Approach Operations Contact Center Performance Mgmt (CCPM) IVR Analytics Cradle To Grave Reporting Back-office workflow Real-time Performance Mgmt Executive Dashboards Historical reports, trend graphs & alerts Quality Comprehensive Quality Mgmt System ( calibration, evaluation, feedback) Social Media Feedback Analysis Agent level quality analysis Real-time feedback flash to the agents COPC metrics consolidation Technology Integration with ACD, IVR, CRM, Web, dialer, WFM, Auto-dialer, LDAP, Flat files etc. HR & Training Agent Performance Appraisal system Attendance / Schedule Adherence Management Easier Incentive calculations Training administration Coaching and monitoring tools
7 Unified CEA Products Suite for Operational Analytics Product Application Key Result Area CenterWorks Workforce Analytics. KPI / SLA Mgmt Operations, Quality, HR & Training Tools, Business Rules & Workflows Customer Experience & Contact Center Efficiency VoiceWorks FloWorks IVR Analytics Back-office Workflow Customer Experience & Self-service Effectiveness Efficiency in Paper & based customer interactions
8 Metrica Unified CEA Ecosystem Plasma / LCD Handheld Modules Users ACD MIS Tools CCPM IVR Analytics Business Sr. Management Analysts Business ManagersAnalysts CMS IVR Managers Marketing Staff Dialer SMS, , Social Media MetricaMart Server Unified CEA Engine Sr. Marketing Management Staff Quality Execs QM WFM Web site CRM/ ERP LED Display Back-office Sentiment Analytics CSR (Agent) Supervisors Technology Teams Clients / Partners Customer Service Infra Layer Cross-channel Customer Metrica Experience Systems Pvt. Ltd Management
9 CenterWorks TM - Contact Center Performance Mgmt (CCPM) Workforce Performance Analytics Real-time Analytics Workflows
10 KPIAnalyzer Unified view of all the KPIs for each of the business processes Standard KPIs Volume of calls / cases handled, AHT, Sales - SPH/SPD, CPH, TAT, Login hours, Conversion, Contact rate, number of agents on the floor etc. Customized KPIs (Process specific) First time resolution rate, Formula based, agent schedule adherence etc. Quality KPIs FAR, N-FAR, Errors Analysis etc Multi-dimensional Historical Reports Process, Team, Agent and Date-wise drill down reports Executive Dashboards
11 KPIAnalyzer (Contd..) Workforce Performance Mgmt Metrics Repository for drag & drop Revenue Data from CRM & Call metrics from ACD/Dialer KPI Trend Analysis Selfconfigurable Executive Dashboard
12 MyReflector TM (Real-time Agent Board) On every agent s desktop Browser based solution Self -monitoring Scorecard Individual KPI dashboard Real-time Performance Data Team KPI dashboard Metric Process Performance details White Board Real-time feedback from QEs Real-time remote feedback from Customers Messages broadcast from Process Managers Other details White Board Sales (SPH) AHT (mins) Team Target Your Target Status at the moment Message From: Jane, Supervisor Pls provide price details correctly. Spk slowly & listen to the customer.. You need to improve your selling skills and improve SPH. wishes. Jane
13 VoiceWorks - IVR Analytics
14 IVR Effectiveness Analytics Management of large IVR systems Collection & analysis of performance data Features 50+ standard reports Customer behavior analysis & segmentation Cradle to Grave Reports (ACD,IVR, Agent & CRM) Congestion analysis IVR Menu path analysis / Menu malfunctioning detection Top & Bottom 10 paths to CSR Dashboards Business task completion rates Unique IVR Customer Experience Visualization Technique Pre-configured packages for Telecom & BFSI verticals Highly customizable
15 IVR Effectiveness Dashboard
16 Insights from Caller Behavior Analysis Reduce Transfers to Live Agents!!
17 MetricaVisualizer for Interactive Caller Behavior Analysis Select Menu to be analyzed Focus Control Menu zoom control Problem area: Quick Time-out
18 Unified Analytics Customer Experience tracking across all channels CRM Analytics Touch-point Analysis: ACD, IVR, CRM & Website
19 Unified Analytics Customer Experience Sequence Replay Customer Experience Sequence : Web site IVR Agent Supervisor Channel: Web Reason: Billing Enquiry Date: 05/07/2008 1:15 Time Spent: 22 mins Page Count: min Channel: IVR Reason: Billing Enquiry Date: 05/07/2008 3:00 Time Spent: 6 mins # Menus Visited: 15 <1 min Channel: Agent Agent: Shubba Reason: Billing Enquiry Date: 05/07/2008 3:00 Ring Time : 40 Secs Hold + Talk Time: 12 min Consulting / escalation Channel: Supervisor Agent: Manish Reason: Billing Enquiry Date: 05/07/2008 3:03 Hold + Talk Time: 25 mins Understand Your Customer s Pain Points To Plan Your Channel Strategy!
20 Highlights of Unified CEA Framework Multi-channel Customer Experience Mgmt System Multi-vendor Integration Adapters for all the leading ACD, IVR, Dialer, WFM & CRM vendors (Avaya, Siemens, Nortel, Aspect, Genesys, Cisco, Cosmocom & Siebel) Modular Solution Contact Center, IVR, CRM, Web, Back-office & Social MediaVoC Analytics Real-time Performance Mgmt Cradle To Grave Reporting Ability to customize the solution quickly at site Comprehensive, Customizable & Cost effective
21 Unified CEA Business Benefits Better Control over Customer Contact Experience Improved Contact Center Operational Efficiency Increase in agent productivity by up to 10% Improvement in supervisor effectiveness by 5 to 10% Reduction in MIS costs by up to 60% Higher IVR and Web Self-service Effectiveness Self-service completion rate up by 2 to 5% Enhanced Customer Loyalty and Revenues Achieve Service Excellence! Customer Satisfaction / Revenues Operational Costs
22 Roadmap Customer Sentiment Analytics Self-service Optimization Mobile & IVR Integration Twitter, Aggregators, Blogs & other Internet sources Forums, Reviews, Dialogues & Wiki Call Center / CRM notes, Surveys, SMS, Chat & Sentiment Analytics Using NLP & Artificial Intelligence
23 Case Study - Telco Users 22 IVRs 4 Contact Centers Sr. Management Managers 6 Dialers 70 VoIP Gateways 22 Campaign Managers CRM Metrica Unified CEA Solution Business Analysts Marketing Staff Quality Execs CSR (Agent) Supervisors Quality Systems Back-end Systems Technology Teams Partners / Clients
24 Recognition Metrica Systems profiled in NASSCOM s Innovation Book under Product Innovation Category Red herring Asia 100 Finalist
25 Contact Details Ayappane.D Bangalore, India
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