Building Intelligent Customer Service using Microsoft Dynamics
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Transcript of Building Intelligent Customer Service using Microsoft Dynamics
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Dublin, February 17th
Building Intelligent Customer Service
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Customer Service in Ireland 2016
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Dorothy O’Byrne Managing Director, CCMA Ireland
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It is now estimated that there are over 40,000 people employed in the Contact Centre & Shared Services industry in Ireland
Companies are focusing heavily on People Development over the coming years
Average Absenteeism (6%) and Staff Attrition (16.8%) rates continue to be below the European average. Note 2013 figures
Respondents envisaged an increase in the adoption of interactive communication methods such as web chat (39%), social (18%) and video (10%)
Key Findings CCMA UCD Research 2014
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Customers want/expect to self serve for simple transactions
Customer service enquiries are more complex
Voice transactions are becoming longer
Customers are driving channel choice
Customers expect advisors to be more knowledgeable than ever
Social media activity has moved into the front line
Challenges for Contact Centres
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Cloud technology growth Web chat fastest growing channel Mobile apps set to bypass traditional IVR
processes Equipping agents to deliver social media
support Voice Analytics Knowledge Management systems
deployment Customer Journey Mapping
Technology Trends
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Stuck In A Time Warp?
Source: Parature 2014 State of Multichannel Customer Service Survey – 1,000 US consumers
Key Reasons for Poor Customer ServiceExperience
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The Characteristics of the World’s #1 CX Brands?
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1.Corporate attitude2.They’re easy to do business with3.They’re helpful when I have a problem4.The attitude of their people5.Personalisation6.The product or service7.They’re consistent8.The way it makes me feel9.The way they treat me10.They’re reliable11.They do what they promise12.They’re quick13.The technical knowledge of their people
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The Basis of Customer CX is Emotional, Functional and Accessible
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Take-Homes from Dorothy O’Byrne of CCMA Ireland:
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• Upcoming trends and challenges in the industry involve talent management, customer journey mapping and rising channels like web chat
• Customers want companies to know them and to treat them like individuals
• Agents need to have a high level of knowledge and the right tools to deliver a high standard of service
• The contact centre must become the central hub for customer experience
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“Keep customer focus at the heart of the
organisation to achieve customer satisfaction
and loyalty“
- Dorothy O’Byrne, CCMA Ireland
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The Evolution of the Contact CentreMartin Leahy, CTO of Abtran
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Abtran – Our contact centre engine
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Client
€
Client
€
Internet
DataCloud
Data Analytics
€Customer Mobile
& Online Self-Service
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• Transactional• Limited empowerment of
agents• Reactive• Did not know customer• Single channel• Silo - Front office
• Attended hour model• Did not lead client
• Supplier relationship
Evolution of Abtran:From Call Centre to Customer ServiceThen
• Holistic approach• Empowered agent• Proactive• Know the customer• Multichannel• Integrated across clients –
front and back office• Outcomes-based• Transforming client
business with digital and analytics services
• Strategic partner relationship
Now
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Where Next?
Contact
Single Integrat
ed Service
SkypeYammer“Parature”
One-stop shopGovernment Analysis and Intelligence
AI
Self Service
Automation of the contact centreLooking beyond existing customersResponsiveness
7 X 24Instant resolutionSales and Purchase
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Take-Homes from Martin Leahy, CTO of Abtran
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Technology has enabled Abtran to be more flexible and responsive, and to become an outcomes-based organisation
Skype for Business is a clear direction for the sector to move in
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“If agents are not enabled, then they
cannot give the ultimate customer experience“
- Martin Leahy, CTO of Abtran
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Delivering on Tie, Every Tie
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Delivering on Time, Every Time
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Michael TraceyGeneral Manager of Ace Express
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From: On Time Sometimes To: On Time Every Time
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Customers
• Clarity• 5 P’s
Staff• Competency• Informed Decisions
Process
• Simplify • Automatexs
Systems
• Best of Breed• Resource Access
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Quote
Order
Paper Flow
Total Mins.
0 5 10 15 20 25 30 35
3
3
25
31
5
1
4
10
67% Process Time Improvement
New Times Old Times
Constancy – Consistency – Conformance – Clarity
So What ?
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Take-Homes from Michael Tracey, GM of Ace Express
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Ask “Is good… enough?” Strive for excellence in IT structures and
future proof Consider the value chain in an organisation “To achieve simplicity is not simple” Complexity adds cost rather than value; and
that companies with simple processes enjoy higher profits
Hire multi-skilled employees with a strong portfolio of skills
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“The customer experience must be
seamless across every touch point in your
organisation”
- Michael Tracey, GM of Ace Express
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Building Success on Customer ServiceJohn Purdy, CEO of Ergo
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1
Right People
Right Processes
RightTools
Integrated Effort
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Unified Service Desk
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Unified Service Desk
Unified Service Desk supported by Microsoft Dynamics xRM
Underpinned by ONE ERGO
Developed on Microsoft Technology
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Single View of Customer- One source of truth
ONE ERGO - Part of our DNA
Better Business- Improved customer relationships and engagement
- More profitable business
Driving Better Business
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Take-Homes from John Purdy, CEO of Ergo
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Crucial need for a single, 360-degree view of customers based on relevant, scalable technologies
Before investing in IT, “understand what success looks like, understand your competencies, and understand customer expectations”
To achieve success requires commitment from the c-suite and a strong technology partner
Microsoft Dynamics xRM: “Gives one view of the customer and has become
part of the DNA of Ergo”. “Provides real-time reporting, which drives better
business outcomes and decision making for Ergo”
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“Microsoft Dynamics drives customer engagement and
meaningful conversations”
- John Purdy, CEO of Ergo
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Modern Contact Centre TelephonyDave Keddy, Microsoft Communications Solutions Consultant
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Critical to have a single view of the customer as offered by Microsoft Dynamics
One emerging trend in modern contact centres is the focus on personal effectiveness KPIs
A key benefit of telephony in the cloud, such as Skype for Business, is that you can easily switch it on and off to see whether it is feasible
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“There is no need to rip and replace your existing
telephony; Skype for Business when
integrated with CRM, offers a software only call centre solution“
- Dave Keddy, Microsoft
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• Test Drive Microsoft Dynamics CRM for Customer Service – click here
Get Started Today
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• Register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
• Get in touch with Microsoft Dynamics expert, David Nagle - [email protected]
Take The First Step
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