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Verizon Customer Experience On-Demand Webinar Series

Alla Reznik

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Please advance to the next slide where you can watch the video of this session. The total slide deck is available for

your reference after the video. Thank you!

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Verizon Customer Experience On-Demand Webinar SeriesBridging the Gap Between Self-Service and Assisted Service

Sheila McGee-Smith

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PROPRIETARY STATEMENTThis document and any attached materials are the sole property of Verizon and are not to be used by you other than to evaluate Verizon’s service.

This document and any attached materials are not to be disseminated, distributed, or otherwise conveyed throughout your organization to employees without a need for this information or to any third parties without the express written permission of Verizon.

© 2014 Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon’s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners.

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A conversation with a customer used to be simple…

• the enterprise

Customer

Contact Center In Person

Customer

Contact Center

In Person

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Now there are many channels

• the enterprise

Customer

CntactCenter Web

In Person

Mobile

Customer

Contact Center

Mobile

In PersonWeb

Social Communities

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But when other channels fail…the contact center is still needed

• the enterprise

Customer

ContactCenter In Person

Customer

Contact Center

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2008 2013

The Opportunity

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9

• Navigating phone menus• Waiting on hold• Repeating information• Unhelpful agents

What frustrates callers?

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When Companies are asked about Callers’ First Point of Contact: the IVR . . .

Question Response

How Well Does Your IVR Perform? Few have a solid idea

How should you measure its performance? Some suggest call hang-up rates. Others look at prompts.

Does your IVR Solution affect Customer Satisfaction?

Most say its important, but few know the impact

Does your IVR affect your revenues? Unless they do IVR-based transactions, few know

Does your IVR optimally support your contact center budget goals?

Very few know that their contact center budget can be impacted by their IVR design

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• Off-load basic information requests • Support typical transactions• Meet the call center’s goals for anticipated cost reduction• Route callers to agents with the right skills• Ensure the customer experience is good• Enable the contact center to meet its budgetary goals

Voice Self-Service Performance Measures

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• Initially just receiving information over the phone via voice prompts, self service has expanded in a multi-channel customer service world

– Social media

– Web self-service

– Mobile applications

• These new self service channels also sometimes need live agent support

• Improving the transition from self to assisted service benefits the customer AND the company

Building a Bridge between Self and Assisted Service

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Verizon Voice Call BackSmoothing the Transition from Self to Assisted Service

Mark Williams

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Customers have THE POWER

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Customer Journey

Voice

Web

Mobile

Chat

Social

Assisted-Service

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70% of Customer Interactions Are Still Completed On The Voice Channel

Inbound Experiences

Check out:www.contactbabel.comThe US Contact Center Decision Makers’ Guide 2013

www.digitalroots.com/benchmark2013 Customer Experience Management Benchmark Study

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Customer Interactions That Matter

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The Conversation Bridge Difference

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Value the Customer:• It’s the customer’s time• Create an intelligent agent-customer

interaction

Inform & Empower the Customer: • Provide an accurate wait time for resolution• Provide an easy way for customer to make

contact

Wow! the Customer:• No more waiting on hold!• No more repeating information• No more starting over

Increase Your Efficiency: • Increase resolutions• Increase productivity• Increase satisfaction

Customer Interactions That Matter

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Voice Call Back

Verizon’s Voice Call Back is a network based queue-management solution that allows callers to receive a call back at a convenient time rather than

wait on hold for an agent, based on Virtual Hold TechnologyVoice Call Back provides three features:

ASAP Call Back

ASAP Call Back announces the wait time to customers and offers to save their place in line and call them back when it is their turn.

ScheduledCall Back

Scheduled Call Back offers customers the opportunity to schedule an appointment to speak with an agent at a time that’s more convenient.

WebCall Back

Web Call Back creates a unified virtual queue by combining website requests with voice requests.

Conversation Bridge is also available which enables mobile, web and desktop application development.

powered by

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Case Study A Major Airline

The Challenge• Excessive peaks driven by weather were

impossible to predict or prepare for. Although these situations are seasonal and random, it was impossible to plan for labor and service levels and satisfaction goals were suffering.

The Solution:• Implement VHT as an insurance policy to help

protect the contact center against these situations and provide better service to the customers without changing or negatively impacting operations.

The Results:

• 11 million callers are treated by VHT annually

• 5 million additional callers have their calls answered within 30 seconds

• Millions of minutes of hold time saved in 2013

• A reduction in average speed to answer and abandons

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Case Study – Major Software Company

The Challenge• Providing self service and support through the

website has been a great way to offset physical calls from coming into the contact center. Unfortunately, there was no easy transition for the customer to move from web to voice without being processed through the IVR and repeating the process.

The Solution:• Implement VHT Conversation Bridge to support

customers that are on the website, but need to complete the transaction via an agent. VHT allowed the customer to make a request to speak to an agent on the webpage. VHT would inform the customer of the wait time and allow them to schedule a return call (now, or in the future).

The Results:

• Over 2 million callers enter the contact center via VHT’s Conversation Bridge annually

• Millions of minutes of queue time was eliminated using VHT

• Conversation Bridge makes it possible to complete intensive authentication protocols via the website…reducing handle times for agents.

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