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Transforming the Customer Experience “Customer Centricity & the Customer Experience Center” Mark Newhall VP, Program Management / Continuous Improvement / Customer Care Corporate Express North America Email: email@example.com Track: Service & Support Executives
Problem: Corporate Express (CE) lacked consistency across the 28 customer service centers.
Problem: Customer experience was tough to maintain from one customer service representatives (CSR) to the next. CE customers were having to repeat information from one CSR to another creating frustration.
Problem: Inconsistent “Brand experience” across multiple customer service centers.
Problem: CRM application tools were non-existent. CSR required desktop CRM tools with integrated CTI application that support multichannel and easy to deploy.
Solving Problems … the Move to IP HQ CSR Center PSTN Home-based & Mobile CSR Center Any Customer Cisco CVP (IVR)
Self-Service w/SF.com interface
Call type determines routing
Call queued in voice gateway
Contact logically Queued for appropriate “Skill(s)”
Skill(s) are also: voice, fax and email
Solving Problems … Desktop w/Integrated View HQ CSR Center PSTN Remote CSR Center Any Customer Cisco CVP (IVR) SF.Com
Who is calling? DNIS, ANI, other
What level of customer?
Screen pop to SF.Com displays customer CRM file
Integrated views to information through tabbed browser windows
HTTP Action Screen Post / Get Action Data Action Preview Agent in ready state Inbound call with ANI, DNIS and IVR information Salesforce.com CRM application pops with all caller information Based on ANI, CAD HTTP action opens/navigates salesforce.com to customer file
Web Integration Workflow Example
Call starts ringing
Supervisors View of CSRs – Real-Time Information
Please score the session from 5 to 1 (5=excellent,1=needs improvement) on the following categories:
Overall rating of the session
Quality of content
Strength of presentation delivery
Relevance of the session to your organization
Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 146, #### For example, “ Session 123, 5555 ” Session ID: 146 Session ID # Scores for 4 categories SMS Voting powered by: