Saving Service from
un-Productive Automation
Francis Wade
2Time Labs / Framework Consulting
Inc.
In a simple world we had one channel
Information was
scarce
“Customer
Service”
meant
human
interaction
The number of
demands on
our time was
low
Today…
130 email messages per day
56% overwhelmed by work
Human knowledge doubling
Automation
is a Must
Are we being saved by automation?
Automation
Choices

Customer
Experience
Process
Changes

Productivity
Gadgets
You – “customer service”
Use
technology…
Use automation, not be used by it
not be used
Automation is being decided by
“others”
Your objective: To
be involved in
choices of
automation
Impacting service delivery

No.
My story: An
engineer who
discovered
“people”
Why? How?
Customer
Service

Automation
Decisions
Uncovering issues that no-one owns!
1. Automation

2. “Productivity”
Policies
Test your
company’s
automation
choices
IT drives
the
decision
After
implementation
Your company’s
phone system
Your website’s email
and information
Solution: Fully
Inhabit the
Customer
Perspective
Touch-points

Experiences
Quantify
Influence

What are the
places at
which the
customers
encounters
the company
when no-on...
Touch-points

Experiences
Quantify
Influence

What are the
experiences
that customers
are having at
these touchpoints?
Touch-points

Experiences
Quantify
Influence

How can these
experiences
be quantified
and captured
as hard
evidence?
Touch-points

Experiences
Quantify
Influence

How can the
hard evidence
be used to
influence
other people?
Uncovering issues that no-one owns!

2. “Productivity”
Policies
What difference does a smartphone
make to a service professional?
Reply to
my email
within
the hour!
We ALL need to reply to his email
within the hour…
Every
customer’s
email needs
a response
within thirty
minutes!!!
How can employees be turned into
morons?
New Era Email Policies
Policy #1 – move all urgent requests for
responses to live communication or instant
messaging – awa...
New Era Email Policies
Policy #1 – move all urgent requests for
responses to live communication or instant
messaging – awa...
A MUST!
Automation

drives problems into
cracks
Service is suffering
Who are you influencing?
The customer requires you to
intervene
Thank You
NewHabits
Foundations Training
on Nov 14th

Minnie Mouse
minnie@disney.com
John Smith-Ramlogan john@tstt.net
Saving Customer Service from un-Productive Automation
Saving Customer Service from un-Productive Automation
Saving Customer Service from un-Productive Automation
Saving Customer Service from un-Productive Automation
Saving Customer Service from un-Productive Automation
Saving Customer Service from un-Productive Automation
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Saving Customer Service from un-Productive Automation

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(audio available) Why does new technology and automation often worsen the customer's experience? Recently I gave a speech at the Jamaica Customer Service Association Conference - 2013 - in which I addressed the sad reality that customer service professionals are often excluded from the loop when key IT and technology decisions are made. The result is that the customer's experience is worsened, simply because no-one is attending to the right elements of new solutions, particularly those that are customer-facing.

Listen to the audio from the speech here - http://goo.gl/pdHDxy - while you view the slides and gain the experience of being at the speech in person!

Published in: Business, Education
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  • The rush to automate service delivery and employee productivity has driven a number of critical touchpoints into the cracks… where they aren’t being managed. Come and find out how to impact the customer’s experience in areas that no-one is noticing.Have you noticed that companies are increasingly being taken over by technology and automation, but that the solution that’s implemented might be faster and cheaper, but gives customer experience that’s much much worse? Where are customer service professionals in all this?
  • Saving Customer Service from un-Productive Automation

    1. 1. Saving Service from un-Productive Automation Francis Wade 2Time Labs / Framework Consulting Inc.
    2. 2. In a simple world we had one channel
    3. 3. Information was scarce
    4. 4. “Customer Service” meant human interaction
    5. 5. The number of demands on our time was low
    6. 6. Today…
    7. 7. 130 email messages per day 56% overwhelmed by work Human knowledge doubling
    8. 8. Automation is a Must
    9. 9. Are we being saved by automation?
    10. 10. Automation Choices Customer Experience Process Changes Productivity Gadgets
    11. 11. You – “customer service”
    12. 12. Use technology… Use automation, not be used by it not be used
    13. 13. Automation is being decided by “others”
    14. 14. Your objective: To be involved in choices of automation
    15. 15. Impacting service delivery No.
    16. 16. My story: An engineer who discovered “people”
    17. 17. Why? How? Customer Service Automation Decisions
    18. 18. Uncovering issues that no-one owns! 1. Automation 2. “Productivity” Policies
    19. 19. Test your company’s automation choices
    20. 20. IT drives the decision
    21. 21. After implementation
    22. 22. Your company’s phone system
    23. 23. Your website’s email and information
    24. 24. Solution: Fully Inhabit the Customer Perspective
    25. 25. Touch-points Experiences Quantify Influence What are the places at which the customers encounters the company when no-one is present?
    26. 26. Touch-points Experiences Quantify Influence What are the experiences that customers are having at these touchpoints?
    27. 27. Touch-points Experiences Quantify Influence How can these experiences be quantified and captured as hard evidence?
    28. 28. Touch-points Experiences Quantify Influence How can the hard evidence be used to influence other people?
    29. 29. Uncovering issues that no-one owns! 2. “Productivity” Policies
    30. 30. What difference does a smartphone make to a service professional?
    31. 31. Reply to my email within the hour!
    32. 32. We ALL need to reply to his email within the hour…
    33. 33. Every customer’s email needs a response within thirty minutes!!!
    34. 34. How can employees be turned into morons?
    35. 35. New Era Email Policies Policy #1 – move all urgent requests for responses to live communication or instant messaging – away from email
    36. 36. New Era Email Policies Policy #1 – move all urgent requests for responses to live communication or instant messaging – away from email Policy #2 – set up a helpdesk for customer email while training customers to use other means for urgent communication
    37. 37. A MUST! Automation drives problems into cracks
    38. 38. Service is suffering
    39. 39. Who are you influencing?
    40. 40. The customer requires you to intervene
    41. 41. Thank You NewHabits Foundations Training on Nov 14th Minnie Mouse minnie@disney.com John Smith-Ramlogan john@tstt.net
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