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60in60 Roundtable: Multi-Channel and Cloud Solutions

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60in60 Roundtable: Multi-Channel and Cloud Solutions

60in60 Roundtable: Multi-Channel and Cloud Solutions

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  • 1. Multi-Channel and Cloud Solutions Virtual Conference “60in60 Roundtable” Ian Jacobs Customer Experience Evangelist, Genesys @iangjacobs
  • 2. © 2013, Genesys TelecommunicationsLaboratories, Inc. All rights reserved.2 Agenda - Challenges for the Multi-Channel Agent - Multi-Channel Metrics - Multi-Channel and Big Data - Creating a Cross Channel/Omni-channel Experience - Tips and Best Practices for Adding Channels - Creating a Multi-Channel Strategy
  • 3. © 2013, Genesys TelecommunicationsLaboratories, Inc. All rights reserved.3 Plan for the Major Hurdles Lack of Context Across Channels Providing Consistent Experiences Selecting the Right Channels Poor Hiring / Training Extends Customer Frustration Wrong Agents Wrong Channels Unequal and Annoying
  • 4. © 2013, Genesys TelecommunicationsLaboratories, Inc. All rights reserved.4 3D Metrics Performance Continuous Journey Metrics • Channel Jumps • VoC • True Resolution Metrics • Handle Time • Containment • FCR Metrics • Total Handle Time • Adherence • Engagement
  • 5. © 2013, Genesys TelecommunicationsLaboratories, Inc. All rights reserved.5 Big Data and Customer Journeys Together Map Key Journeys Identify Pain Points and Root Causes Assess Value-at-Stake and Prioritize Assess Impact with KPIs
  • 6. © 2013, Genesys TelecommunicationsLaboratories, Inc. All rights reserved.6 Customer Experience Maturity Model Time Feature  Siloed Touchpoints and Channels  Multivendor technology infrastructure managing channels of interaction in contact center and across departments  FCR is low due to sub optimal agent assignment  Fragmented analytics giving partial views  Self-service not effective leading to channel switching Common Situation  Improved self-service  Optimal Agent Routing  Agent Scripting  FCR improvement  Speech analytics for voice-centric contact centers  Comprehensive single view analytics  Workforce Optimization enacted Touchpoint CX Optimization Multi-Channel CX Touchpoint  Addition of multiple channels to same touchpoint  Consistent, seamless experience across channels  Customer context shared across channels  Agent with blended channel work schedules  Multi-skilling; cross- training of agents  Soft channel switching without loss of context  Self-service context passed to agents Journey Optimization  Journey redesign for optimal results  Streamlined journeys leveraging proactice notifications andl live communications  Journey-specific expereinces delivered across touchpoints including  Workforce blending of workday as appropriate Optimizing the Customer Journey
  • 7. © 2013, Genesys TelecommunicationsLaboratories, Inc. All rights reserved.7 Understand YOUR Customer Preferences Source: Ovum First channel choice SMS 3% Web chat 5% Web self service 9% Phone to live agent 56% E-mail 24% Other 3% Second channel choice Other 12% E-mail 35% Phone to live agent 20% Web self service 16% Web chat 10% SMS 7% N= 7798
  • 8. © 2013, Genesys TelecommunicationsLaboratories, Inc. All rights reserved.8 Think Cross-channel Personalized experiences Costs drop Agent experience improves © 2013, Genesys TelecommunicationsLaboratories, Inc. All rights reserved.8