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© Netcall 2017
6 tips for creating a successful business
case
webinarWelcome to the
© Netcall 2017
© Netcall 2017
1,2,3. Customer, Agent, Process“What difference do the channels make?”
© Netcall 2017
© Netcall 2017
Elapsed Time
Activity
Process
Optimisation
Complexity
Understanding
Appropriateness
Emotional State
Fealings
Opinions
Emotional Exchange
Time Cadence
Available Choice
Customer Work
Event Note
IncentivesCo
mp
lex J
ou
rne
ys
Source: CXFO
© Netcall 2017
Customer, Agent, Process
Agent Journey Map
Agree New Process
Customer Journey Map
Review and create
new process 03
01
02
04
Complete a technology review
Source: Netcall
© Netcall 2017
4. Improve or changeIs CX counter intuitive to continuous improvement?
© Netcall 2017
© Netcall 2017
Social Connection Engage with your community
Social ActionPromote your messages
Social EngagementSolve your Problems
Drive your Business
Customer Work Customer Work means that every pound
you spend is amplified by your customers
(or Customers at the heart of your business)
Source: CXFO
© Netcall 2017
Improve or change
© Netcall 2017
Most customer journeys are processes
…. with experiences added like “Fancy Dress”
© Netcall 2017
From apathy
to initial
response
Standardise
and solve
Align and
have CX as a
culture
87% of firms are here
Source: MaritzCX
Step change – will deliver ROI
financial performance and loyalty
© Netcall 2017
“You can't manage what you can't measure.”Peter Drucker
5. Measure customer experience
© Netcall 2017
© Netcall 2017
Understanding Emotion
Pa
ssiv
e
Co
nve
rsa
tio
na
l
En
ga
ge
d
Sym
bo
lic &
Sig
n
-2
Peak
-5
Active
-4
Engaged
-3
Disengaged
0-1 +1
Peak
+5
Active
+4
Engaged
+3
+2
Passiv
e
Co
nve
rsa
tio
na
l
En
ga
ge
d
Sym
bo
lic &
Sig
n
Source: CXFO
© Netcall 2017
Efficiency or experience
Satisfaction Effort
Measure customer experience
© Netcall 2017
© Netcall 2017
6. Which tech when?
© Netcall 2017
© Netcall 2017
Is your technology part of a holistic project
or a sticking plaster?
Source: Gartner March 2016
-
© Netcall 2017
Contact Centre
and
Customer Engagement
Join up your solutions
Business
Process
Management
Workforce
Optimisation
© Netcall 2017
7. Manage your queuesImprove every experience
© Netcall 2017
© Netcall 2017
Listen to callers at every step
IVR On hold
Talking to an agent
Source: Call Centre Helper
© Netcall 2017
Ditch the DTMF
Touch Tone was designed for
fixed phones with big buttons
Touch Tone was not designed
for touch screen mobile phones
Touch Tone has been decreasing in accuracy as mobile phones have
gone touch screen
© Netcall 2017
Mobile overtook fixed minutes in 2010
0
20
40
60
80
100
120
140
160
2010 2011 2012 2013 2014 2015
Mobile minutes
Fixed minutes
Fixed
minutes
down
40%
Mobile
minutes
up
8%
Bill
ions o
f m
inute
s
Source: Ofcom: The Communications Market 2016
© Netcall 2017
Make sure it works
Improve CX with:
• CLI routing
• Speech Recognition
• Different numbers
• Call back
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
08:00 09:15 10:30 11:45 13:00 14:15 15:30 16:45 18:00 19:15
Before QueueBuster
Using QueueBuster
Source: Netcall
© Netcall 2017
8. Repeat contacts cost moreLets look at the issues
© Netcall 2017
© Netcall 2017© Netcall 2017
Double
work
2.5xlength
How many repeat calls do you have?
Just how long is that second call?
Source: Netcall
© Netcall 2017
6%
10%
20%
31%
26%
7%6+
5
4
3
2
1
Speed to answer 73%longer
34%higher
23%longer
Call abandonment
Post call wrap-up
Source: ContactBabel: The UK Contact Centre Decision-Maker's Guide 2016 (14th edition)
How many applications within a call?
© Netcall 2017
9. Easy-to-use guides
© Netcall 2017
© Netcall 2017
From this
To this
Source: Netcall
© Netcall 2017
10. Quick wins
© Netcall 2017
© Netcall 2017
Identify Quick Wins
b. Use Call Back Technology
a. Audit the CX on each channel
c. Manage Web Forms
© Netcall 2017
10 ways to improve Customer Experience
Map the customer journey.
Adjust for emotion and
feedback.
1Map the agent journey.
Remove barriers, make it
easy.
2
Agree effective processes.
They must work for
stakeholders.
3Improvement or step change?
CX delivers 3 x financial
benefits.
4
Plan for end-to-end
technology. Chose sticking
plasters carefully.
7All customer data on one
screen. Provide agents a
360° view.
8
Update your queue handling.
Use customer focussed
options.
5Decide what to measure.
Understand “what” it will
achieve.
6
Agent Guidance.
Enable multi-skill and multi-
task.
9Quick Wins
1. Test all contact journeys
2. Prioritise messaging by
urgency and importance
3. Use call back phone and
web
4. Test web forms to avoid
complexity.
10
Process related tips Technology ideas for you