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CUSTOMER EXPERIENCE 2015 Webinar Series
26

Contact Center Customer Experience Webinar Series | Connect First

Jan 23, 2018

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Page 1: Contact Center Customer Experience Webinar Series | Connect First

CUSTOMEREXPERIENCE

2015 Webinar Series

Page 2: Contact Center Customer Experience Webinar Series | Connect First

We will be answering

attendee questions at the

end of the webinar.

Send question in through the

Q&A feature on the

GoToWebinar side panel

Questions?

Page 3: Contact Center Customer Experience Webinar Series | Connect First

Presenters

Page 4: Contact Center Customer Experience Webinar Series | Connect First

Christa Heibel is a career entrepreneur and management consultant

with a real passion for starting, growing and fixing businesses. She is a

leader and a strategist with a unique ability to understand the critical

role and balance between process, people and technology. Christa

thrives on trying to find the right combination of all of these to assist in

creating the most efficient, profitable and positive outcome for all

shareholders.

With a broad background, her area of expertise is the contact center

space where Christa has successfully developed, implemented and

managed numerous call center operations since 1992.

Christa Heibel

Principal and Consultant at CH Consulting Group

Page 5: Contact Center Customer Experience Webinar Series | Connect First

John Franco

Regional VP of Sales at Connect First

John Franco is a sales and marketing veteran with more than 21 years

of expertise in providing Hosted Contact Center services and

technology to contact centers throughout the Americas and EMEA.

John’s experience ranges from start-ups to Fortune 1000 companies

across multiple vertical markets throughout North America, EMEA and

Latin America. John has published numerous articles in the areas of

inside sales, customer service excellence, field sales, sales

management and marketing best practices. He has presented to

audiences of all sizes on these and other topics in the areas of sales

and strategic account management and thought leadership.

Page 6: Contact Center Customer Experience Webinar Series | Connect First

Agenda

Delivering an Outstanding Customer Experience

Section 1: The Case for Improving Customer Experience

Section 2: What is Customer Experience?

Section 3: Customer Experience Strategy (People, Process, Tech)

Section 4: Customer Experience KPIs

Section 5: In-House vs. Outsourcing

Section 6: Key Takeaways and Q&A

Page 7: Contact Center Customer Experience Webinar Series | Connect First

Process Improvement

Automation

CTI

Integration

Reporting and Analysis

Training

Workflow

Call Flow

Call Routing

WFM

Increased top line revenue

Increased average sale/order

Increased customer retention

Increased efficiency

Increased profit/bottom line

Decreased costs

Decreased turn over

Decreased cost per transaction

Case Study Data

Page 8: Contact Center Customer Experience Webinar Series | Connect First

“Poor customer experiences result in an estimated

$83 billion loss by U.S. enterprises each year

because of defections and abandoned purchases.”

of consumers quit doing business

with a company because of bad

customer experience.

said they would only try to reach

support once before giving up on a

purchase.

86%

51%

Page 9: Contact Center Customer Experience Webinar Series | Connect First

of customers say improved interaction with a service employee is their key driver for spending more with a company

when asked what their top reason was for giving up on a brand, customers cited rude and incompetent staff as the primary driver

of customer who experience bad service will switch brands

What do customers really want?

89%

73%

40%

Page 10: Contact Center Customer Experience Webinar Series | Connect First

Harvard Business Review defines Customer Experience as:

What is Customer Experience?

“the sum-totality of how

customers engage with your

company and brand, not just in

a snapshot in time, but

throughout the entire arc of

being a customer.”

Page 11: Contact Center Customer Experience Webinar Series | Connect First

2010 Consumer

Expectations

2015 Trends on Consumer

Expectations

Customers wanted a good quality product at a competitive price and the ease of doing business.

Good Customer Service

Trend is showing customer

centric, omni-channel and

self-service for 24/7 access.

Personalized service.

Fast resolution to issues.

Consumer Expectations

Page 12: Contact Center Customer Experience Webinar Series | Connect First

1. Customers expect speedy resolutions

2. Accuracy

3. Self-Service

4. Extended hours

5. Omni channel integrations

6. Expect company to monitor customer communications

7. Customers dislike overly scripted responses

7 Impact Zones for Delivering an

Outstanding Customer Experience

Page 13: Contact Center Customer Experience Webinar Series | Connect First

Process

“ Our research shows that a common attribute of great contact

centers is their ability to assemble and optimize three elements:

people, process and technology” Benchmark Portal

Consumer Experience Strategy

People Technology

Page 14: Contact Center Customer Experience Webinar Series | Connect First

Recruitment & Hiring

Training

Culture of Empowerment

Performance Management

Strategy: People

Page 15: Contact Center Customer Experience Webinar Series | Connect First

Strategy: Process

Strategy

Automation

Voice of the Customer

Quality

Page 16: Contact Center Customer Experience Webinar Series | Connect First

ACD

PBX

CRM

ERP

WFO

WFM

Surveying applications

Speech analytics

Social media

eLearning

Strategy: TechnologyCan the hosted/cloud-based contact center

integrate with premise-based or hosted?

Page 17: Contact Center Customer Experience Webinar Series | Connect First

Strategy: Technology (cont.)

Do you use industry standard protocols to integrate with other platforms?

Do you have multiple geography diverse production sites for redundancy and

load balancing?

Is there automatic failover if a primary site is unavailable?

Do you have a contingency site?

Do you have a disaster recovery plan?

How often do you update or upgrade the software?

Is it included or do I have to pay extra?

Will I have downtime?

Page 18: Contact Center Customer Experience Webinar Series | Connect First

Customer expectations on the Customer

Experience change with customer‘s need.

Simple Inquiry

Ex: What’s my

balance?

Complex

Inquiry

Ex: I want to set up

an account

0% 5% 10% 15% 20% 25% 30% 35% 40%

Text Message

Social Media

Automated Voice

Online Chat

Web/Email

Face-to-Face

Live Agent

0% 5% 10% 15% 20% 25% 30% 35% 40%

Text Message

Social Media

Automated Voice

Online Chat

Web/Email

Face-to-Face

Live Agent

16%

38%

Page 19: Contact Center Customer Experience Webinar Series | Connect First

Average Handle Time

Agent Satisfaction

Calls Per Agent/Hour

Queue Time

Quality Scoring

First Call Resolution

Occupancy Percentage

Service Level Agreement

Customer Satisfaction

Cost per Contact

Customer Experience KPIs

Page 20: Contact Center Customer Experience Webinar Series | Connect First

In-house Pros Outsource Pros

Vital insights from the customer conversations

Integration of all center with organization’s resources

Technical/product expertise

Support local economy

Ease of access to staff and more control over functions

Lower operational and labor costs

Ability for company to continue to focus on core business processes

Leverage global knowledge base

Free up internal resources

Efficiency in processes

Expand company market

In-House or Outsource

Page 21: Contact Center Customer Experience Webinar Series | Connect First

People, Process and Technology!!

Organizational priorities! Ask the right questions!

Feedback Loop – KPI and Analysis

Expertise: In-house vs. Outsourcing & Strategic Partners

Budgeting & Cost Analysis

Customer Experience Check List

Page 22: Contact Center Customer Experience Webinar Series | Connect First

Partner: Christa Heibel ([email protected])

218-286-4006

John Franco

([email protected])

888-965-1588

Page 23: Contact Center Customer Experience Webinar Series | Connect First
Page 24: Contact Center Customer Experience Webinar Series | Connect First

Upcoming Connect First Webinars

Wednesday October 7th, 1PM EST

Round-tabling what has and has not worked in their contact centers for delivering an outstanding customer experience.’

Register: www.ConnectFirst.com

Page 25: Contact Center Customer Experience Webinar Series | Connect First

Upcoming Connect First Webinars

Wednesday, October 14, 2015 – 1 pm EDT

Featuring: Mac Murray Peterson and Shuster, Connect First, Compliance Point and PACE

Register: www.ConnectFirst.com

Page 26: Contact Center Customer Experience Webinar Series | Connect First

Thank you!