Post on 13-Jun-2015
description
The Customer Experience Imperative: A Contact Center Leader’s Boot Camp for Surviving in the New Economy
2013 Webinar Series – Time with the Experts
The Customer Experience Imperative: A Contact Center Leader’s Boot Camp for Surviving in the New Economy
What to Expect Today
• Introduction
• Employee Engagement: Maximizing Your Critical Assets
• Q & A
2
Meet the Speakers
3
Bruce TemkinManaging Partner and Customer
Experience Transformist
The Temkin Group
Anna ConveryEVP, Strategy
OpenSpan
© 2006-2013 by OpenSpan, Inc. All rights reserved.
30,000,000
$120,000,000,000
120,000,000
Sources: ILO, US Bureau of Statistics, Benchmark Portal
© 2006-2013 by OpenSpan, Inc. All rights reserved.
$525,000,000,000
Global Investment in Hourly Transactional Workers
Copyright © 2013 Temkin Group. All rights reserved.
Prepare for new age contact centers…
Copyright © 2013 Temkin Group. All rights reserved.
Prepare for new age contact centers…
• Multi-channel conversations, not just phone calls • Enable journeys, not just transactions • Measure customer success, not just interaction costs • Blend with self-service, not just deflect calls • Predict needs, not just respond to requests • Gain business insight, not just analyze interactions• Evolve based on feedback, not just survey customers
Copyright © 2013 Temkin Group. All rights reserved.
Prepare for new age contact centers…
• Multi-channel conversations, not just phone calls • Enable journeys, not just transactions • Measure customer success, not just interaction costs • Blend with self-service, not just deflect calls • Predict needs, not just respond to requests • Gain business insight, not just analyze interactions• Evolve based on feedback, not just survey customers
What does this mean for agents?
Copyright © 2013 Temkin Group. All rights reserved.
Prepare for new age contact centers…
• Multi-channel conversations, not just phone calls • Enable journeys, not just transactions • Measure customer success, not just interaction costs • Blend with self-service, not just deflect calls • Predict needs, not just respond to requests • Gain business insight, not just analyze interactions• Evolve based on feedback, not just survey customers
What does this mean for agents?
Engage agents, not just hire people
Copyright © 2013 Temkin Group. All rights reserved.
Engaged employees are valuable assets
Base: 2,456 U.S. consumers employed in for-profit organizationsSource: Employee Engagement Benchmark Study, 2013
Make a recommendation about an improvement that can be made in your company
Recommend that a friend or relative apply for a job within your company
Do something that is good for your company even if it is not expected of you
Stay late at work if something needs to be done after your normal workday ends
20%
10%
34%
37%
59%
64%
70%
87%
Highly en-gaged employ-ees
Disengaged employees
Copyright © 2013 Temkin Group. All rights reserved.
Customer experience leaders have more engaged employees
Base: 2,456 U.S. consumers employed in for-profit organizationsSource: Employee Engagement Benchmark Study, 2013
34%
66%
CX worsethan competitors
Highly / moderately engaged em-ployees
Less engaged employess
75%
25%
CX significantly betterthan competitors
Copyright © 2013 Temkin Group. All rights reserved.
Engagement by size of company
Base: 2,456 U.S. consumers employed in for-profit organizationsSource: Employee Engagement Benchmark Study, 2013
Copyright © 2013 Temkin Group. All rights reserved.
Engagement by age of employee
Base: 2,456 U.S. consumers employed in for-profit organizationsSource: Employee Engagement Benchmark Study, 2013
Copyright © 2013 Temkin Group. All rights reserved.
Engagement by organizational level
Base: 2,456 U.S. consumers employed in for-profit organizationsSource: Employee Engagement Benchmark Study, 2013
Large Financial Services
6-Month ROI
Agile Agent Desktop: 14,000 Agents
Results:• Agile agent desktop + automations deployed within 90 days• Decreased training times• Increased cross-sell by 20 percent
Leading U.S. Wireless Carrier
$18 million projected savings
14,000 Agents
Monthsto Deploy4 9 Reduced Each
Call By seconds
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Q & A
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Time with the Experts – Future Episode
DATE EPISODE TOPIC
November 14 Emerging Strategies for Driving More Profitable Customer Relationships
www.openspan.com/2013webinars
© 2006-2013 by OpenSpan, Inc. All rights reserved.
If you would like more information, feel free to send us an email or give us a call.
info@openspan.com
US/Canada: +1 (678) 527-5400, (877) 733-1136UK: +44 (0) 207 043 3573India: +91 80 40300 780
www.openspan.com
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