NASSCOM BPM Summit 2014 : Panel Discussion Leveraging multichannel and Voice Analytics for enhanced...
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Transcript of NASSCOM BPM Summit 2014 : Panel Discussion Leveraging multichannel and Voice Analytics for enhanced...
LEVERAGING MULTICHANNEL AND VOICE ANALYTICS FOR ENHANCED CUSTOMER, EMPLOYEE ENGAGEMENT
WEDNESDAY, SEPTEMBER 17 • 2:20PM - 3:20PM
KAMAL BAJWA, TATASKYRAJIV AHUJA, AEGISSACHIN VARMA, CONCENTRIXMALLIKARJUN RAO, IDEASANDEEP SHARMA, NICE
Main Uses of Analytics
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Industry Survey. Top functional objectives identified by organizations with active big data pilots or implementations. Responses have been weighted and aggregated.
Customer-centric outcomes
Operational optimization
Risk / financial management
New business model
Employee collaboration
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The Business Challenge – Providing an Effortless Customer Experience
Report having to re-explain an issue
Report having to switch from the web
to the phone
Report expending moderate-to-high effort
to resolve an issue
Report being transferred
Report having to repeatedly contact the company to
resolve an issue
“Stop Trying to Delight Your Customers”, Harvard Business Review
56%
59%
59% 62%
57% Calls Web
SocialChats Emails
5.8
Average number of channels to connect
with Service Providers
Retaining customers, cross-sell/up-sell becomes “shooting in the dark”
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Key Benefits of Customer Engagement Analytics
Grow Revenues Compliance
Increase Operational Efficiency
Improve Customer
Experience
Cross Channel Customer Engagement Analytics
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324,534
9.9% 5.4% 8.2% 17.8%
32.4% 11.9% 5.7% 2.8% 9.7% 37.5%
2.8%59.9% 9,152 32,004 17,525 26,612 57,767
105,27938,58718,4989,15231,350
No Previous Interaction Other IVR Self Service Social Media Retail Store Web
VoiceEmailRetail StoreChurnOther
One & Done
121,700
194,395
Real Time Customer Journey Analytics Example: Sales Optimization
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Meet Kate, a mother to a newborn childGoes on her bank’s website to check balance
System detected transaction pattern
Scores relevant offers for “New Parents”
Decisioning engine displays ads for newborn college savings plan
Bank Website
IVR menu dynamically updated to present relevant
options
IVR
Sees Kate’s recent interactions and updated profile
CC Agent
Kate calls the contact center to check for credit optionsAt the same time, looks for information on the bank’s website
Decisioning engine dynamically updated with real-time call context and Web activity, and Kate’s previous interactions
Recommends next-best-offer Agent guided to present Kate
with best-fit college savings plan Real-time automation engine
processes plan enrollment
Web updated in real time to display matching college saving plans
Real-Time Update
The Customer Experience – Employee Engagement Quadrants
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Cus
tom
er E
xper
ienc
e
Employee Engagement