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BUS102 Performance Management: Preparing for the Post-Modern Contact Center
Stuart Granger Genesys VP & General Manager Sue Harkreader Genesys Product Management Aaron Wendel Genesys Solution Architect Jeff Woodland Genesys Product Marketing April 18, 2012
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Customer Experience As a Journey
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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To Comcast or Not to Comcast? A Customer Experience Decision.
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
2010 2012
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8 Forces Driving Customer Service to the Post-Modern Contact Center
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Multi-channel awareness
Social Media awareness
Big Data
Real-time Business-Centric
Independent (ad-hoc) analysis
Mobile decision-making
Visualization
The Enterprise & the role of the Customer Experience Officer
Empower
Managers
Engage over
Customer Experience
Understand the
customer experience
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Assessing Each Trend
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Self-Assessment Benchmarking
What questions
should I ask about my operations?
Attached within
the presentation
Expert Discussion
What is the trend?
Why is it relevant?
Customer Panel Survey
How important is it?
How timely is it?
7 7
Survey Respondents
The Performance Management Customer Panel and Survey
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
JP Morgan Chase
Telenor Norway
VISA
DNB Bank
AXA Winterthur
Rabobank Nederland Never
Within 5 Years
Within 2 Years
Now
Already Started
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
The Survey Dimensions: Importance & Time-Frame
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The Trends and our Expert Panel
Stuart Granger Genesys VP & General Manager Sue Harkreader Genesys Product Management Aaron Wendel Genesys Solution Architect
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Maintain a holistic understanding of the customer experience, 1) across multiple channels and 2) is inclusive of Social Media activity.
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Maintain a holistic understanding of the customer experience, 1) across multiple channels and 2) is inclusive of Social Media activity.
Never
Within 5 Years
Within 2 Years
Now
Already Started
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Performance Management Customer Panel
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Multi-channel
12 12 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Big Data
3. Leverage Contact Center data for a larger Big Data strategy to understand the customer experience at the Enterprise level.
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3. Leverage Contact Center data for a larger Big Data strategy to understand the customer experience at the Enterprise level.
Never
Within 5 Years
Within 2 Years
Now
Already Started
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Performance Management Customer Panel
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15 15 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Enable Managers as independent decision-makers: 4) analyze performance data ad-hoc, 5) In real-time and business-centric
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
16 16 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Enable Managers as independent decision-makers: 4) analyze performance data ad-hoc, 5) In real-time and business-centric
Never
Within 5 Years
Within 2 Years
Now
Already Started
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Performance Management Customer Panel
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Real-time Business Centric
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18 18 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
6. Enable Managers as mobile decision-makers: access performance data from any device – desktop, tablet or smart-phone.
19 19 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
6. Enable Managers as mobile decision-makers: access performance data from any device – desktop, tablet or smart-phone.
Never
Within 5 Years
Within 2 Years
Now
Already Started
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Performance Management Customer Panel
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7. Use Advanced Visualizations to better clarify performance of resources and the customer experience
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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7. Use Advanced Visualizations to better clarify performance of resources and the customer experience?
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Never
Within 5 Years
Within 2 Years
Now
Already Started
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Performance Management Customer Panel
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24 24 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
8. Leverage a Customer Experience Officer to help the Contact Center align its initiatives with other Departments.
The Enterprise The Customer Experience The Contact Center
25 25 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Never
Within 5 Years
Within 2 Years
Now
Already Started
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Performance Management Customer Panel
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8. Leverage a Customer Experience Officer to help the Contact Center align its initiatives with other Departments.
27 27 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Never
Within 5 Years
Within 2 Years
Now
Already Started
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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CXO
The Big Picture: 8 Trends Summary
Adv Advanced Visualization
Mobile
RT Business Centric
Big Data
Multi-Channel
Social Media
Customer Experience Officer
Advanced Visualization
Mobile
Real-Time (RT) Business Centric
Big Data
Multi-Channel
Social Media
Forced Rank by Importance Performance Management Customer Panel
Avg Ad-Hoc
Ad-Hoc
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Where Is Your Contact Center?
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Voice-only customer conversations
Driven by historical ACD reports
Reactive. Opaque. Isolated.
Conversations extend across all channels
Driven by Performance Management solutions
Proactive. Transparent. Engaged.
The Call Center The Post-Modern Contact Center
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At G-Force, Where Can I Learn More?
“Together Useful Actionable” (Breakout #2, and in this room)
• Multi-channel awareness
• Independent (ad-hoc) analysis
• Real-time decision-making
“The Impact of Social Media on Your Customer Experience”
• Social Media (Breakout #2 today, and #3 tomorrow)
Comcast as Main-Stage Speaker (tomorrow 10 am)
• Customer Experience and Real-time Business-Centric awareness
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Join the Performance Management Customer Panel! Provide direct feedback to Genesys Product Management Discuss features, design, strategy, priorities. One hour conference call on the 4th Wednesday of every month.
Who is a good fit?
• A passion for understanding and metrics
• Can apply performance management to customer service and the contact center.
How join?
• Drop off your card or name / number and we’ll contact you with more information.
Would you like to help to drive our direction?
& follow G-Force and Genesys on Twitter at #GForceAmer and @Genesyslab for the latest news and updates!
Join the Genesys G-Force Network on LinkedIn to connect with colleagues, employees and Genesys professionals.
Customer feedback surveys will be sent to you online later…
Follow ME @JWWTweets
Delivering Value Through Insights Genesys Product Management Deep Dive into Insights and Advisor
Teddy Rusli and Sue Harkreader G-Force Seattle
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The Customer Panel and Survey Questions
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
AXA Winterthur VISA JP Morgan Chase Telenor Norway DNB Bank Rabobank Nederland
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1. Maintain a holistic understanding of the customer experience, across all contact center operations & channels.
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Insert graphic showing synch/asynch interactions:
Voice, Chat Email
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1. Maintain a holistic understanding of the customer experience, across all contact center operations & channels.
Never
Within 5 Years
Within 2 Years
Now
Already Started
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Performance Management Customer Panel
What are your customers most
preferred channels?
Have you moved beyond efficiency
metrics to effectiveness measures?
How do you track the questions you
are resolving?
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2. Maintain a holistic understanding of the customer experience, that is inclusive of Social Media activity.
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
38 38
2. Maintain a holistic understanding of the customer experience, that is inclusive of Social Media activity.
Never
Within 5 Years
Within 2 Years
Now
Already Started
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Performance Management Customer Panel
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Benchmark Self-Assessment
• By Department, how many Social Media initiatives are present?
• What are your companies Social Engagement strategy?
• During the last Social Media crisis, how was engagement managed?
• (Have you even experienced a crisis?)
• How are you measuring Sentiment?
• How are tracking comments?
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Benchmark Questions
• How many report-change requests do you get per month?
• How long do report consumers have to wait for changes to take affect?
• For IT, how many requests arrive / interfere with higher level IT projects?
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
5. Enable Managers as independent decision-makers: analyze performance data ad-hoc within an application (without needing IT).
Never
Within 5 Years
Within 2 Years
Now
Already Started
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Performance Management Customer Panel
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4. Deliver real-time business-centric understanding of the Customer Experience across all contact center operations.
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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4. Deliver real-time business-centric understanding of the customer experience across all contact center operations.
Benchmark Questions
• Do your business-leaders have a real-time visibility into the Contact Center?
• If not, how long does it take for business-centric answers to arrive?
• When was the last time your ‘standard metrics’ were updated?
•
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Never
Within 5 Years
Within 2 Years
Now
Already Started
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Performance Management Customer Panel
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5. Enable Managers as independent decision-makers: analyze performance data ad-hoc within an application (without needing IT).
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
43 43
Benchmark Questions
• How many report-change requests do you get per month?
• How long do report consumers have to wait for changes to take affect?
• For IT, how many requests arrive / interfere with higher level IT projects?
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
5. Enable Managers as independent decision-makers: analyze performance data ad-hoc within an application (without needing IT).
Never
Within 5 Years
Within 2 Years
Now
Already Started
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Performance Management Customer Panel
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