Want to Redesign Your Contact Centre Offer to a Multi Channel Offer

Donna MiddletonDirector of Customer ExperienceHome Group LTD

The Vision

Front OfficeCustomer and Client

Service Centre

Satellite offices providing face to face access

Front line teams with enabling technology to provide at home service

Single Point of Contact

Range of Access

ChannelsFast and

Convenient

One and Done

Service Excellence

CUSTOMERS

Customer Choice

Information into

Intelligence

Real time perf’ management

Consistent Service

Skilled & Knowledgeable

team

Standardised Processes

Enabling Technology

Deliberate Experience

SERVICE

DELIVERY

Customer Promise

• Easy to do business with: offering choice and flexibility, building sustainable relationships and communities

• The service will deliver greater consistency and customer service excellence with skilled and knowledgeable customer services staff supported by standardized processes and enabling technology e.g. Knowledge tool and CRM to achieve high levels of customer fulfillment at first point of contact.

• The channel strategy supports the delivery of knowledge through improving knowledge and ensuring the customer is sign posted to the right channel and or person with the right skills to resolve their enquiry at the earliest point of self serve

• The “Art of Conversation” Curiosity – Invest in the conversation and recognize and reward the customer insight your front line agents bring to the party.

Our Future Strategy-Why go there

• New lower cost channels online• Efficient and productive CSC teamChannel Shift

• Respond to customer demand for online options• Respond to growth in smart phones• Move more knowledge online

Multi-channel customer experience

• Use our scale to offer world-class contact centre capabilities• Enterprise platform allows productivity efficiencies that can be

offered to othersScale

• Single feedback system across all channels• A consistent metric score across all channels• New knowledge gathered from real enquiries

Listen to the customer

Social Live Web Knowledge Call TrackMailWeb/mobile apps

Adap

ters

Multi Channel Customer Interaction

Phone

Call Tracking

Unified Desktop

Case Records

Knowledge Base

Business Component

sWorkflows Analytics

integration with third-party

systems

CTI

DATA

CONTENT

Browse

Search

Guided Help

Web chat

FAQ

Search

Browse

Phone

Guided Help

FAQ

E-Mail

Letter

Fax

SMS

Communities

Forums

SocialNetworks

Chat

Co-Browse

Offer

Service Management Platform

Search

Technical Architecture-supporting the customer journey

• Real time data and analysis across multiple systems (One view)

• Drill down to manage by exception (Operational efficiency)

The desired outcomes

• Actions can be taken immediately and close to the event/issue (Responsive/flexible)• Insight capability across all channels, phone, email, chat, agent knowledge, web knowledge, SMS and mobile (Identify Big ticket Items)• Home group will see, act and focus on high impact customer service drivers (Improved RCA- Treat cause not the symptom)

The desired outcomes

The Insight Prize

• I need to know

• I need to do

• I need to fix

The Customer Journey- Low Effort

Questions