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心得

心得

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  • © 2009 Avaya Inc. All rights reserved.
  • Transcript

    • 1. 魅魅力力 客客服服The spirit of “The spirit of “ Contact-centerContact-center ””
    • 2. 客服?維基百科:顧客服務是向消費者提供服務前後所採取的一種措施,是銷前服務和銷後服務之一。 它的重要程度依據 品、種類及顧客群而不同。產顧客服務可以由人來提供(如:銷售員或客 代表);同時也可以由自助服務戶來完成,如:網上服務、官方網頁網上留言。顧客服務通常是一個企業客 價 體系不可或缺的一部分。戶 值顧客服務的概念是工商業作為競爭優勢的 工具,建立一個顧客服務管理的增值環境包括戰略、過程、組織、動力,並且舉 研究去發現顧客事實的需要。辦外人:不就是講電話嘛! 企業 部:什麼問題就找客服 !內 吧
    • 3. S1S2S3S4BasictechnologystackACDCall recordingSilentmonitoringManySpreadsheetsSkill Routing;Quality MonitoringScorecardsWorkforceManagementeLearningSpeech AnalyticsCustomer FeedbackCRMRoot cause analysisBusiness processanalysisExtension of WFOinto Back OfficeContact Center Maturity熱線S01970 200019951980 2008量 質滿意度客 關係戶
    • 4. PeopleTechnology Process開發維運 教育訓練規劃設計營運管理
    • 5. IVR Web Chat EmailChat EmailMMSMMSSMSSMSVideoXMLWebVoiceAgent EnvironmentPerformance ManagementAssisted Experience ManagementEnd to End ServicesReporting Analytics WFOONONDemandDemandFAXCRMERP FinanceContact Center
    • 6. Calls offeredCalls handledcall handled by agentscall handled by IVRFull-time agentsPart-time agentsOrder TakingInbound callsOutbound CallsQuestions and InquiriesTrackingTechnical SupportComplaintsAnnual BudgetAverage Cost per CallOn-line Web-chatsAverage speed of answerAverage talk timeCalls resolved on first callAverage UtilizationCustomer SatisfactionAverage abandoned% turnove Calls per hour
    • 7. What Contact-center People doing ?InboundInboundOutboundOutboundServiceServiceSalesSalesNot just talkBut Communicate
    • 8. 10你安的是什麼心 ?SubjectiveSubjectivePreferencePreferenceSelectiveSelectiveEmotionEmotionObjectiveObjectiveNon SelectiveNon SelectiveNon-emotionNon-emotionSpecializedSpecialized
    • 9. 11Specialized CommunicateSpecialized Communicate--The Way to Talk--The Way to Talk 、、 Interactive SkillsInteractive SkillsSpecialized in ProductSpecialized in Product-- Product-- Product 、、 IndustryIndustry 、、 Sales MarketingSales MarketingSpecialized with System & ToolsSpecialized with System & Tools-- CTI-- CTI 、、 Billing sysBilling sys 、、 SOK….(User friendly)SOK….(User friendly)SpecializedSpecialized
    • 10. 12PeoplePeopleAttitudeAttitudeProductProductProcessProcessSystemSystemListeningListeningTalkTalkWillpowerWillpower AbilityAbility
    • 11. Touch pointExperienceCustomerEnterprisePeopleTechnology Process
    • 12. Risks are Increasing of Not ProvidingExpected Customer Experience92% 80%20%73%消費者透過客 服務中戶心的接觸經驗,來成就對於企業的認知與印象大部 企業認為它們提供給消費份者的服務是符合客 的期待的戶事實上,只有少數客 同意戶不好的服務經驗會導致客的離異戶85%不佳的服務經驗,往往會向他人傳播
    • 13. Creating theperfect customerexperienceYou must bekidding ?%#@*$#
    • 14. ??SessionContextCollaboration SessionsSelf-ServiceEnd CustomerRecordingHost DataExchangeCustomer SpecificData ReportingInsightsAgent AssistExpert Assist
    • 15. 您好您好什麼事?什麼事?謝謝您的支持謝謝您的支持好的,沒問題好的,沒問題Service is a Journey服務 / 銷售話術
    • 16. 起起 承承 轉轉 合合維持客戶維持客戶 // 準客 於互動過程中戶準客 於互動過程中戶『良好的情緒感受』『良好的情緒感受』
    • 17. PBXACDReportTicketEmbeddedReportingIVR CTIReporting ModuleAdvanced Reporting ModuleAnalytics ModuleData SourcesStandardReportingAdvancedReportingAnalyticsAction ModuleClosed LoopDataDataInformationInformationKnowledgeKnowledgeWisdomWisdomProcessSOPCommunicate & Interactive SkillAction
    • 18. 內隱知識內隱知識( 共同化 )共鳴的知識( 外化 )觀念性知識外顯知識( 內化 )操作性知識( 結合 )系統化知識外顯知識
    • 19. 品專業產品專業產 工具專業 溝通專業參與 / 執行 / 檢討 / 改善P / D / C / A .服務的熱忱 / 態度客服的魅力來自於互動過程中所創造出的客服的魅力來自於互動過程中所創造出的客 、企業以及個人滿足戶客 、企業以及個人滿足戶
    • 20. 此系統中充滿溝通互動、系統設計與諸多操作細節客 服務是企業 功能型的部門,被賦予多元任務戶 內形形色色的顧客+千奇百樣的問題+多且複雜的作業程序與企業共生,是重要的營運維生系統
    • 21. 客服是參與者展現魅力的舞台服務是個人與一個系統的互動成效則建構在能否有效的溝通更是與接受者共創價 的體驗值
    • 22. ??? Q & A??
    • 23. About meAbout meEarvin ChiEarvin Chi10 years Travel Agent10 years Travel Agent9 years Telecom Call-center9 years Telecom Call-center6 years Cable & Broadband Call-center6 years Cable & Broadband Call-center

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