How to Catapult Your Contact Center Through the Next Wave of Customer Expectations

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

2. The New World of Customer Service 3. By 2020 customers will manage 85% of the relationship with an enterprise without interacting with a human The New World of Customer Service -Gartner 4. What are YOUR Customers Expectations? Serve MY Needs Be Relevant Engage Me Reward Me Earn My Trust, Give Me More Value Be Transparent Minimize The Risk Know My HistoryMake It Easy Be Consistent Represent Me BUY Market & Sell OWN Support &Serve 1 2 3 4 5 6 7 8 NeedResearch Select Purchase Receive Use Maintain Recommend 5. 80% of Companies say they deliver Superior customer service 55% of consumers prefer automated self-service, thats 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 What are YOUR Customers Expectations? 8% of customers of those same companies say they deliver Superior customer service 6. What are YOUR Customers Expectations? Friendly employees & Customer Service Representatives 73% 55% Easy access to information & support 36% Personalized experiences like knowing what customers have bought in the past and service issues theyve experienced 7. Not Good Good Great Superior Company CustomerLevel of Service What are YOUR Customers Expectations? Expectation 8. Customer Service Priorities and Trends Improve C-Sat Scores (FCR, NPS, VOC) Contact Center as Competitive Advantage Training, Coaching & Career Path for Agents Social Media Strategy Quality and Performance Measurement in Experience Design Omni-Channel Single View of the Customer Client Demand: Higher Quality Customer Interactions Multi-lingual Customer Care Process Automation Mobile Support Knowledge Management 9. The Power of Knowledge in Service 1 10. Omni Channel Knowledge Web Social IVR Phone Email Mobile Empower Agents and Customers with consistent information 11. Customer Searches Site Submits Question Agent Responds Response Becomes Article Feeds Web Articles Automated Knowledge Creation Empower Agents and Customers with consistent information 12. Customer Experience Materials Subject Matter Experts Email Complaints Email 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 Empower Agents and Customers with consistent information Where to Start ? 13. Quality and Performance Measurement 2 14. Quality and Performance Measurement KPI Dome Service Level Call Handling Agent Metrics Average Speed of Answer IVR Completion Rate Agent Occupancy Average Queue time Call Handling Time Agent Turnover Call Abandonment Rate Absenteeism Quality Scores Average Talk Time Agent Utilization Percent of calls Answered in 30 seconds Avg Hold time Average Time to Abandon First Call Resolution Average After Work time Training Time Schedule Adherence Agent Job Satisfaction Agent Tenure First Tweet Resolution Avg Chat Response Time 15. Quality and Performance Measurement Voice Chat Dissatisfied Web Email Satisfied Will Return Will Refer Crazy Happy Buy Everything 16. Quality and Performance Measurement Measure Performance Compare to Customer Experience Journey Mapping Customer Experience Design Implement 17. Social Media Customer 3 18. The Truth About Social Customer Service 57% expect the same response time at night and on weekends as during normal business hours 29% of tweet gripes were replied to by the companies in question Social media doesnt create negativity, it puts a magnifying ass to it. 42% of Tweeters expect a response within 60 minutes 19. The Truth About Social Customer Service 83% 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 1% 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 Chief Customer Officer Director of Social Media Support Social Media Engagement Director Chief Experience OfficerVP Client Delivery 27. The Social Dos and Don'ts Monitor the Social Cloud DailyDo Dont Send Auto Messages or Twitter Bots Respond QuicklyDo Dont Ignore the Trends Turn complaints into Success StoriesDo Turn Social channel issues into actionable TicketsDo 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 wont 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. Mobile Customer Service 4 31. Mobile Customer Service By 2020 customers will manage 85% of the relationship with an enterprise without interacting with a human -Gartner Smart Phone Tablets PCs By 2014 there will be an estimated 1.8 billion mobile devices in the hands of consumers 32. Mobile Customer Service Cross and Upsell Marketing with Mobile Service YourMobile Experience Shouldn't feel like a make-shift solution 33. Mobile Customer Service 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 Steps to Mobile Success 34. Process Automation 5 35. ProcessAutomation Web Chat EmailMobile Agent Social IVR 2020 36. Skill Based Workflow Scripting Guided Assistance Ask A Question Proactive Chat Ticket Auto- Creation ProcessAutomation Web Chat Agent 37. Mobile Friendly Forms Account Access Custom Responses Subject Based Routing Cloud Monitoring Communities Forum ProcessAutomation Email Social Mobile 38. Headquarters Communications Products, Inc. 7301 E. 90th Street Suite 111 Indianapolis, IN 46256 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. (800) 999.0197 www.CommProd.com blog.commprod.com @CPIcommprod Thank You Steve McKinney CX Solution Designer [email protected] 317.596.7918 Phone 39. ONE SYSTEMS COMPLEX