Your SlideShare is downloading. ×
0
Customer experience: Multichannel strategy and transforming performance
Customer experience: Multichannel strategy and transforming performance
Customer experience: Multichannel strategy and transforming performance
Customer experience: Multichannel strategy and transforming performance
Customer experience: Multichannel strategy and transforming performance
Customer experience: Multichannel strategy and transforming performance
Customer experience: Multichannel strategy and transforming performance
Customer experience: Multichannel strategy and transforming performance
Customer experience: Multichannel strategy and transforming performance
Customer experience: Multichannel strategy and transforming performance
Customer experience: Multichannel strategy and transforming performance
Customer experience: Multichannel strategy and transforming performance
Customer experience: Multichannel strategy and transforming performance
Customer experience: Multichannel strategy and transforming performance
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Customer experience: Multichannel strategy and transforming performance

917

Published on

Presenter: Danni Rush, Contact Centre Operations Manager, Mothercare …

Presenter: Danni Rush, Contact Centre Operations Manager, Mothercare
Event: Transversal's Customer Experience Seminar
Date: October 25 2013
Location: The Ritz Hotel, London.

Published in: Business, Education
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
917
On Slideshare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
11
Comments
0
Likes
1
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Customer Experience: Multichannel strategy and transforming performance Danni Rush, Contact Centre Operations Manager, Mothercare Customer experience seminar – Oct 2013
  • 2. Mothercare PLC ‘’Our aim is to be the world’s leading mother and baby specialist, making life easier for families the world over with improved value, choice, service and delivery’’ Customer experience seminar – Oct 2013
  • 3. Our Challenges 25,000 20,000 15,000 10,000 5,000 0 ELC Total Contacts This Year (11/12) Last Year (10/11)  How do we know what our customers want?  How do we deliver service consistency across brands in a multichannel business and in both in-house and outsourced environments?  How do we manage training to resource for a 1000% contact increase in peak?  How do we reduce contacts and cost? Customer experience seminar – Oct 2013
  • 4. What's the answer?  We need more information from our customers first hand – better reporting on why our customers are contacting us  Smarter Communication – we need to share information over two sites, multiple stores and with our customers Our solution is self-service through a three-pronged approach… Customer experience seminar – Oct 2013
  • 5. Self Help Help - Ask A Question - in our help section on our customer facing website – answers to 100’s of FAQ’s. Ask Mothercare Call Centre–a web-enabled solution for our call centre staff which shares the same knowledgebase as Ask A Question but added more detailed information than was publicly available. Ask Mothercare Store Facing – Self help for stores staff – we created a tailored interface for in-store staff that enables them to access this common knowledgebase, and therefore all the same information, straight from the tills. Customer experience seminar – Oct 2013
  • 6. Customer Facing Customer experience seminar – Oct 2013
  • 7. The benefits To the Customer:  Empowered customers who self serve – being able to get answers quickly and for free To the business:  A suite of reporting that is able to identify what our customer are asking, what information we are lacking and produce FAQ’s upfront – giving the customer the information before they ask without having to contact the customer care team Reduced contact = reduced cost . Customer experience seminar – Oct 2013
  • 8. Internal Tool – Contact Centre Customer experience seminar – Oct 2013
  • 9. The benefits To the agent:     Easy access to consistent quality answers across the group Opportunity to easily feedback and improve the information in the tool Have their praise and recognition shared throughout out department Keep up to date with all business news To the business:  Sharing of Best Practice – ‘The Best Agent’  Reporting that enables us to understand what questions the agents are searching for most and therefore what our customer are calling for  Reduced staffing costs • Reduced AHT and outbound calls • Reduced training time for new starters - a saving of two weeks • Less management resource needed in contact centre for floor walking Customer experience seminar – Oct 2013
  • 10. Internal Tool – Store Facing Ability to search the customer FAQ’s as well as the Store facing Customer experience seminar – Oct 2013
  • 11. The benefits To the store:  Easy access to consistent quality answers across group  Opportunity to easily feedback and improve the information in the tool  Keep up to date with all business news To the business:  Sharing of Best Practice – The Best Agent  Consistent answers and information  Reduced calls to the contact centre and Head office with unnecessary queries = reduced overhead costs Customer experience seminar – Oct 2013
  • 12. Engagement How do we make the tool the best it can be?… Internal engagement  Key business objective to improve Self Help  Allow agents to be part of the journey and improvements using their feedback  Using the tool for to share information about the people and not just the processes  Share praise and recognition using Ask Mothercare Customer experience seminar – Oct 2013
  • 13. Next steps & Our Future • Expanding across new channels • Social Media and Live Chat • Going Global with our franchise partners • Continuing to collaborate and engage with our colleagues and our customers Customer experience seminar – Oct 2013
  • 14. The Message – Collaboration and Engagement “We passionately believe we can only be the best if every single person makes a contribution to continually improve our overall standards” Customer experience seminar – Oct 2013 One Vision Shared Culture Positive Collaboration

×