Customer Experience in the Contact Centre - Yiannis Maos

Customer ExperienceIn The Contact CentreTaking Your Customers Off Hold And Putting Their Words Into Action

We create Ravers

Our aim is to help you create customer & employee advocates, Ravers who love you and will go and tell the world what a great company you are.

Proactive Communication

37% of outbound activity is

proactive customer service…

2015 Contact Babel Report

1st time delivery up 10%

“A reliable, convenient and efficient delivery experience.”

Tip number 1

Find the top reasons for people

contacting you and deliver the

information before they feel the need

to call

Fast Feedback

1%

1%

8%

10%

19%

28%

34%

1%

8%

8%

19%

21%

25%

19%

2%

4%

14%

24%

24%

15%

16%

8%

13%

9%

18%

20%

19%

13%

15%

18%

27%

15%

9%

6%

10%

26%

27%

21%

9%

6%

6%

3%

47%

29%

13%

5%

1%

1%

5%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Call transfer rate

Cost per call

Average call duration

Call abandonment rate

Speed to answer

First-call resolution

Customer satisfaction / NPS

1st 2nd 3rd 4th 5th 6th 7th

Most Important Metrics

Capture the pure, untainted opinions of their customers at Moments of Truth® via telephone, email and live chat channels

• C-Sat

• NPS

• Effort

• First Time Fix

• Verbatim

• ACTION

• An improvement across all metrics

• Better insight into root cause problems

Testimonial 2

Rant & Rave is a new era in customer experience, turning feedback

into real-time, business intelligence

““

Tip number 2

Ensure feedback is collected in

real-time across all your contact

channels and then use this insight to improve processes and make strategic

decisions

only

59%of employees believe their own satisfaction is being

considered

2015 Contact Babel Report

Sales + Churn stats

24% reduction in new-customer drop-out

40% overall customer churn reduction

Tip number 3

Allow employees to get close to what

customers are saying and then

empower them to make the right decisions and improve their

skillset

ContactCentre

The contact centre sits at the heart of any omni-channel strategy.

It is the Hub for customer and employee experience!

The Future of…

Ideas that can transform customerexperience within the Contact Centre