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Customer experience is the distinguishing factor among contact center professionals, but with companies forced to manage costs, the task of balancing customer experience delivery and efficiency controls is often a tall one. Join 1to1 Media and special guest Lisa Sutrick, managing director of Customer Engagement Solutions for Pitney Bowes, to learn four surefire ways to improve customer engagement and efficiency at the point of service. Key takeaways will include: - How accurate, responsive service will increase first-call resolution - Ways to deliver a highly personalized, cross-channel experience with speed and consistency - How to grow revenue with real-time insights and effective multichannel follow-up - Best practices for creating customer interactions that are more personal, relevant, and engaging than ever http://www.pitneybowes.com
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2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.1
Sponsored by:
Next-LevelCustomer
Engagement Strategies to Boost
Contact CenterEfficiency
2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.2
Lisa SutrickManaging Director, Customer Engagement SolutionsPitney Bowes
Mila D’AntonioEditor-in-Chief1to1 Media
Today’s Presenters
James HeymanManaging Director, Customer Engagement SolutionsPitney Bowes
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2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.3
How accurate, responsive service will increase first-call resolution
Ways to deliver a highly personalized, cross-channel experience with speed and consistency
How to grow revenue with real-time insights and effective multichannel follow-up
Best practices for creating customer interactions that are more personal, relevant, and engaging than ever
2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.
Key Takeaways
4
2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.5
The Customer Service Disconnect
2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.
Will include a stat here on the cost of
siloed data and systems on
customer service
2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.6
The Benefits of Connected Customer Service
2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.
Will include a stat here about the benefits of integrating disparate
data, technologies and processes in customer
service
2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.7
Lisa SutrickManaging Director, Customer Engagement Solutions
Pitney Bowes
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Transforming the Call Center into an Engagement Center
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The Changing Consumer
Today’s customers are more…• Connected• Social• Mobile• Aware• Informed• Empowered
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Customer engagment requires connecting organizational silos for better results...
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… connect siloed departments and point products…
… connect siloed departments and point products…
… in order to create positive
connected experiences
… in order to create positive
connected experiences
… to positively influence future
consumer behaviour
… to positively influence future
consumer behaviour
… and ultimately generate stronger
revenue growth and profits
… and ultimately generate stronger
revenue growth and profits
Customer Engagement Solutions...
• Contextual• Individual• Specific• Channel of
Choice• Timely
• Purchases• Loyalty• Recommendation• Price Sensitivity
• Research clearly proves that firms with higher customer engagement indices are superior to their peer group
• Marketing• Store Operations• Support & Service
Call Center• Billing department
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Impact of customer experience
Customers have never had so much choice. Yet:
Forrester Research says…• Only 8% of companies were awarded a top grade
by their customers.
Gartner indicates a 5% increase in customer retention can increase profits by 25%-125%.
Integrating the call center as part of overall customer lifecycle management is critical
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Call Centers Must Be Integrated Into Entire Customer Lifecycle
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Call Centers Critical for Omnichannel Experience
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Organizations need to overcome several obstacles
Disconnected channels
Limitedcustomer
insight
Disparateplatforms
Limited personalization
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Most organizations face difficulty in making this transition
Disconnected technologies which can make reporting difficult, convoluted and time consuming (Forrester)
Greater complexity52% of customers use three or four channels when seeking customer care (Ovum)
Existing CRM platform not equipped for real-time, multichannel marketing automation
Need to empower agents while maintaining control
The new requirement is
“agile service” which Forrester defines as seamless interactions across multiple platforms
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Call Center Transformation Spans the Enterprise
Know whoI am
Understand my context
Engage meafter the call
Predict my needs
See what I see
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Critical Business Issues Facing Call Centers
Agent attritionFirst call resolutionAccess to relevant customer data and all outbound communications.Balancing brand and legal compliance with flexibility for personalized communicationsIntegrating the Call Center into campaigns
2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.18
James HeymanManaging Director, Customer Engagement Solutions
Pitney Bowes
19
Critical Business Issue
Agent attritionPoor customer service, from any department will undermine your brand, hurt your bottom line with your customers. But what about your employees?
Agent attrition plagues the call center:• 30-100% attrition rates for call center representatives• Recruiting, hiring and training replacements cuts deeply
into call center operations budgetLarge call centers spend hundreds of millions of dollars on CSR replacement annually
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Critical Business IssueInability to identify and view all information about a customer
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Critical Business IssueAgents unable to successfully close customer case on first contact – First Call Resolution (FCR)
Key Finding: If the customer’s inquiry or problem is resolved in the first call, only 1% of those customers are at risk to go to your competitors. Conversely, 15% of customers who did not get their inquiry or problem resolved are likely to go to your competitors.
SQM Group; First Call Resolution Benchmark Study
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Critical Business Issue: Managing Control, Compliance, Agility & Personalization
Assurance that brand and compliance is met in all outbound communications including correspondenceCommunications are relevant and in contextOutbound campaigns informed with inboundinteraction history
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Critical Business IssueInability to integrate the Call Center as a channel in campaign execution
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Creating an omnichannel Contact Center that engages customers
Customer dataAccess to all customer communicationsBest next action decisioningReal-time multichannel contextPersonalized and compliant resolution
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In-depth understanding of customer needs and unique opportunities
Access profile data, product data, transaction data, billing data and behavior dataImmediate customer understanding
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Immediate access to customer-facing documents
High-speed repositoryRetrieve, view, download and share customer communications
• “See what I see” capabilities• Respond with speed and accuracy• Eliminate need for paper copies and reprints
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Automated, best-next-action decisioning across all touchpoints
Real-time scoringAutomated decisioningBest-next-action screen prompts
Interject highly personalized content –offers, notifications, invitations, alerts –based on prior interactions
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Real-time, multichannel context
Analyze prior customer interactionsAutomate processesCentralize campaign management
Coordinate inbound and
outbound engagement
Coordinate inbound and
outbound engagement
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Efficient, compliant, multichannel follow-up
Centrally-managed templates• Supports marketing, compliance, productivity• Intuitive, WYSIWYG design• Delivery tracking• Inbound response management
2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group.30
James HeymanManaging Director, Customer Engagement SolutionsPitney Bowes
Lisa SutrickManaging Director, Customer Engagement SolutionsPitney Bowes
Audience Q&A
31
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