BGPM Performance Management: Preparing for the Post-Modern Contact Center
Colin Whitby Welsh Water, Contact Strategy Jeff Woodland Genesys Product Marketing Sue Harkreader Genesys Product Management Brendan Dykes Genesys Business Consulting September 12, 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.
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Sleeping
Technician
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8 Forces Driving Customer Service to the Post-Modern Contact Center
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
1. Multi-channel awareness
2. Social Media awareness
3. Big Data
4. Real-time Business-Centric
5. Independent (ad-hoc) analysis
6. Mobile decision-making
7. Visualization
8. 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?
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Survey Respondents
The Performance Management Customer Panel and Survey
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Rabobank Nederland
DNB Bank
Telenor Norway
JP Morgan Chase
VISA
AXA Winterthur Never
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Already Started
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The Survey Dimensions: Importance & Time-Frame
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Our Expert Panel Colin Whitby, Welsh Water, Contact Strategy Sue Harkreader, Product Management, Director Brendan Dykes, Senior Principal Business Consultant
© 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
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Performance Management Customer Panel
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Multi-channel
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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
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Performance Management Customer Panel
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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.
17 17 © 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
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Performance Management Customer Panel
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Ad-hoc analysis
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Real-time Business Centric
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6. Enable Managers as mobile decision-makers: Access performance data from any device – desktop, tablet or smart-phone.
20 20 © 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
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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.
3,000 BC 2011 AD
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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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© 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.
The Enterprise The Customer Experience The Contact Center
26 26 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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© 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.
28 28 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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© 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.
Reactive Opaque Isolated
Proactive Transparent
Engaged.
The Call Center The Post-Modern Contact Center
Colin Whitby Welsh Water, Contact Strategy Jeff Woodland Genesys Product Marketing Sue Harkreader Genesys Product Management Brendan Dykes Genesys Business Consulting
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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…
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