Listening to the Voice of the Customer in an Omnichannel World
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Listening to the Voice of the Customer in an Omnichannel World Webinar Will be starting at 5pm CET (10am CDT) USE YOUR COMPUTER'S AUDIO
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Transcript of Listening to the Voice of the Customer in an Omnichannel World
Listening to the Voice of the Customer in an Omnichannel WorldWebinar
Will be starting at 5pm CET (10am CDT)USE YOUR COMPUTER'S AUDIO
Webinar
Šimon Vostrý, Founder & CEOApril 26th 2016
Listening to the Voice of the Customer in an Omnichannel World
What is theVoice of the Customer?
“A process to capture, analyze and act on customers’ experience, feedback,
perceptions and expectations.”
Program
Company / department wide
With feedback loop
Understood by everyone
Collecting theVoice of the Customer
Generic surveys
Not personalized
Asking what you know already
Not reacting on previous response
Not knowing your customers’ history
Welcome to the Feedback Economy
+0.1 Rating =+11,3% Revenue
80 / 20 Rule
10x bonuses increase since 2013
Future of Customer Care
Net Promoter Score
Average NPS by Sector
Source: Satmetrix 2015 US Consumer Study
NPS Stars by Sector
Source: Satmetrix 2015 US Consumer Study
Voice of the Customerat ZOOM
4,426 Closed Casesin 2015
16,7%Response Rate
When do we doa bad job?
No communication
Transfer to 3rd engineer
“Not our problem” closing
Demo
http://icons/vcollection/v_collection_png/256x256/plain/registry.pngZOOM Performance Analytics
Silo 6Silo 5Silo 4Silo 3Silo 2Silo 1
# Name Time Score
1 Adam 1:23 93 %
2 Fred 2:23 73 %
3 Mary 1:59 99 %
4 Jim 2:06 65 %
Quality Management
SpeechAnalytics
Human Resources CRM Workforce
ManagementContact Center
Talk TimeWrap Up Time
Waiting in Queue
QualitySatisfaction
Training Results
SalariesBonusesVacations
SalesCustomer ValueProduct Offering
Shift StructureAdherenceWorkload
Found PhrasesSilences
Crosstalks
http://icons/vcollection/v_collection_png/256x256/plain/registry.png
BoardCEO
Senior Management
Middle Management
Team Leaders
Customer facing people
Decisions
Impact
Recommendations
Respect the channel
Minimum effort
Experiment
Think actionable
It’s just a number
Company wide
Q&A
Upcoming Webinars
May 31st – Get Ready for the Chatbot Revolution
June 28th – Actionable Gamification
July 27th – Fundamentals of Contact Center Analytics
Thank you!
