Contact Center Customer Experience Webinar Series | Connect First
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CUSTOMER EXPERIENCE 2015 Webinar Series
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Transcript of Contact Center Customer Experience Webinar Series | Connect First
CUSTOMEREXPERIENCE
2015 Webinar Series
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Presenters
Christa Heibel is a career entrepreneur and management consultant
with a real passion for starting, growing and fixing businesses. She is a
leader and a strategist with a unique ability to understand the critical
role and balance between process, people and technology. Christa
thrives on trying to find the right combination of all of these to assist in
creating the most efficient, profitable and positive outcome for all
shareholders.
With a broad background, her area of expertise is the contact center
space where Christa has successfully developed, implemented and
managed numerous call center operations since 1992.
Christa Heibel
Principal and Consultant at CH Consulting Group
John Franco
Regional VP of Sales at Connect First
John Franco is a sales and marketing veteran with more than 21 years
of expertise in providing Hosted Contact Center services and
technology to contact centers throughout the Americas and EMEA.
John’s experience ranges from start-ups to Fortune 1000 companies
across multiple vertical markets throughout North America, EMEA and
Latin America. John has published numerous articles in the areas of
inside sales, customer service excellence, field sales, sales
management and marketing best practices. He has presented to
audiences of all sizes on these and other topics in the areas of sales
and strategic account management and thought leadership.
Agenda
Delivering an Outstanding Customer Experience
Section 1: The Case for Improving Customer Experience
Section 2: What is Customer Experience?
Section 3: Customer Experience Strategy (People, Process, Tech)
Section 4: Customer Experience KPIs
Section 5: In-House vs. Outsourcing
Section 6: Key Takeaways and Q&A
Process Improvement
Automation
CTI
Integration
Reporting and Analysis
Training
Workflow
Call Flow
Call Routing
WFM
Increased top line revenue
Increased average sale/order
Increased customer retention
Increased efficiency
Increased profit/bottom line
Decreased costs
Decreased turn over
Decreased cost per transaction
Case Study Data
“Poor customer experiences result in an estimated
$83 billion loss by U.S. enterprises each year
because of defections and abandoned purchases.”
of consumers quit doing business
with a company because of bad
customer experience.
said they would only try to reach
support once before giving up on a
purchase.
86%
51%
of customers say improved interaction with a service employee is their key driver for spending more with a company
when asked what their top reason was for giving up on a brand, customers cited rude and incompetent staff as the primary driver
of customer who experience bad service will switch brands
What do customers really want?
89%
73%
40%
Harvard Business Review defines Customer Experience as:
What is Customer Experience?
“the sum-totality of how
customers engage with your
company and brand, not just in
a snapshot in time, but
throughout the entire arc of
being a customer.”
2010 Consumer
Expectations
2015 Trends on Consumer
Expectations
Customers wanted a good quality product at a competitive price and the ease of doing business.
Good Customer Service
Trend is showing customer
centric, omni-channel and
self-service for 24/7 access.
Personalized service.
Fast resolution to issues.
Consumer Expectations
1. Customers expect speedy resolutions
2. Accuracy
3. Self-Service
4. Extended hours
5. Omni channel integrations
6. Expect company to monitor customer communications
7. Customers dislike overly scripted responses
7 Impact Zones for Delivering an
Outstanding Customer Experience
Process
“ Our research shows that a common attribute of great contact
centers is their ability to assemble and optimize three elements:
people, process and technology” Benchmark Portal
Consumer Experience Strategy
People Technology
Recruitment & Hiring
Training
Culture of Empowerment
Performance Management
Strategy: People
Strategy: Process
Strategy
Automation
Voice of the Customer
Quality
ACD
PBX
CRM
ERP
WFO
WFM
Surveying applications
Speech analytics
Social media
eLearning
Strategy: TechnologyCan the hosted/cloud-based contact center
integrate with premise-based or hosted?
Strategy: Technology (cont.)
Do you use industry standard protocols to integrate with other platforms?
Do you have multiple geography diverse production sites for redundancy and
load balancing?
Is there automatic failover if a primary site is unavailable?
Do you have a contingency site?
Do you have a disaster recovery plan?
How often do you update or upgrade the software?
Is it included or do I have to pay extra?
Will I have downtime?
Customer expectations on the Customer
Experience change with customer‘s need.
Simple Inquiry
Ex: What’s my
balance?
Complex
Inquiry
Ex: I want to set up
an account
0% 5% 10% 15% 20% 25% 30% 35% 40%
Text Message
Social Media
Automated Voice
Online Chat
Web/Email
Face-to-Face
Live Agent
0% 5% 10% 15% 20% 25% 30% 35% 40%
Text Message
Social Media
Automated Voice
Online Chat
Web/Email
Face-to-Face
Live Agent
16%
38%
Average Handle Time
Agent Satisfaction
Calls Per Agent/Hour
Queue Time
Quality Scoring
First Call Resolution
Occupancy Percentage
Service Level Agreement
Customer Satisfaction
Cost per Contact
Customer Experience KPIs
In-house Pros Outsource Pros
Vital insights from the customer conversations
Integration of all center with organization’s resources
Technical/product expertise
Support local economy
Ease of access to staff and more control over functions
Lower operational and labor costs
Ability for company to continue to focus on core business processes
Leverage global knowledge base
Free up internal resources
Efficiency in processes
Expand company market
In-House or Outsource
People, Process and Technology!!
Organizational priorities! Ask the right questions!
Feedback Loop – KPI and Analysis
Expertise: In-house vs. Outsourcing & Strategic Partners
Budgeting & Cost Analysis
Customer Experience Check List
Upcoming Connect First Webinars
Wednesday October 7th, 1PM EST
Round-tabling what has and has not worked in their contact centers for delivering an outstanding customer experience.’
Register: www.ConnectFirst.com
Upcoming Connect First Webinars
Wednesday, October 14, 2015 – 1 pm EDT
Featuring: Mac Murray Peterson and Shuster, Connect First, Compliance Point and PACE
Register: www.ConnectFirst.com
Thank you!
