The Customer Experience Imperative:
A Contact Center Leader’s Boot Camp
for Surviving in the New Economy
2013 Webinar Seri...
The Customer Experience Imperative: A Contact Center
Leader’s Boot Camp for Surviving in the New Economy
What to Expect To...
Meet the Speakers

Bruce Temkin

Anna Convery

Managing Partner and Customer
Experience Transformist

EVP, Strategy

The T...
$120,000,000,000
120,000,000
30,000,000
© 2006-2013 by OpenSpan, Inc. All rights reserved.

Sources: ILO, US Bureau of Sta...
Global Investment in
Hourly Transactional Workers

$525,000,000,000

© 2006-2013 by OpenSpan, Inc. All rights reserved.
Prepare for new age contact centers…

Copyright © 2013 Temkin Group. All rights reserved.
Prepare for new age contact centers…
•
•
•
•
•
•
•

Multi-channel conversations, not just phone calls
Enable journeys, not...
Prepare for new age contact centers…
•
•
•
•
•
•
•

Multi-channel conversations, not just phone calls
Enable journeys, not...
Prepare for new age contact centers…
•
•
•
•
•
•
•

Multi-channel conversations, not just phone calls
Enable journeys, not...
Engaged employees are valuable assets
Stay late at work if something
needs to be done after your
normal workday ends

87%
...
Customer experience leaders have more
engaged employees
CX worse
than competitors

34%
66%

Base:
Source:

CX significantl...
Engagement by size of company

Base:
Source:

2,456 U.S. consumers employed in for-profit organizations
Employee Engagemen...
Engagement by age of employee

Base:
Source:

2,456 U.S. consumers employed in for-profit organizations
Employee Engagemen...
Engagement by organizational level

Base:
Source:

2,456 U.S. consumers employed in for-profit organizations
Employee Enga...
Large Financial Services

Agile Agent Desktop: 14,000 Agents
Results:
• Agile agent desktop + automations deployed within ...
Leading U.S. Wireless Carrier

14,000 Agents

4

Months
to Deploy

9

Reduced Each
Call By seconds

$18 million
projected ...
Q&A

© 2006-2013 by OpenSpan, Inc. All rights reserved.
Time with the Experts – Future Episode

DATE

EPISODE TOPIC

November 14

Emerging Strategies for Driving More Profitable ...
Thank You for Participating!
If you would like more information, feel free to send us an
email or give us a call.
info@ope...
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Bruce Temkin: The Customer Experience Imperative: A Contact Center Boot Camp for Surviving in the New Economy

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Prepare for the new age contact centers - engage agents, not just hire people. Engaged employees are valuable assets and customer experience leaders have more engaged employees. We present statistics on engagement by size of company, age of employee, and by organization level. Finally we discuss some OpenSpan use cases where engaged employees led to increase in cross-sell, improvement in CSAT scores and higher profitability in the call center.

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Bruce Temkin: The Customer Experience Imperative: A Contact Center Boot Camp for Surviving in the New Economy

  1. 1. The Customer Experience Imperative: A Contact Center Leader’s Boot Camp for Surviving in the New Economy 2013 Webinar Series – Time with the Experts
  2. 2. The Customer Experience Imperative: A Contact Center Leader’s Boot Camp for Surviving in the New Economy What to Expect Today • • Employee Engagement: Maximizing Your Critical Assets • 2 Introduction Q&A
  3. 3. Meet the Speakers Bruce Temkin Anna Convery Managing Partner and Customer Experience Transformist EVP, Strategy The Temkin Group 3 OpenSpan
  4. 4. $120,000,000,000 120,000,000 30,000,000 © 2006-2013 by OpenSpan, Inc. All rights reserved. Sources: ILO, US Bureau of Statistics, Benchmark Portal
  5. 5. Global Investment in Hourly Transactional Workers $525,000,000,000 © 2006-2013 by OpenSpan, Inc. All rights reserved.
  6. 6. Prepare for new age contact centers… Copyright © 2013 Temkin Group. All rights reserved.
  7. 7. Prepare for new age contact centers… • • • • • • • Multi-channel conversations, not just phone calls Enable journeys, not just transactions Measure customer success, not just interaction costs Blend with self-service, not just deflect calls Predict needs, not just respond to requests Gain business insight, not just analyze interactions Evolve based on feedback, not just survey customers Copyright © 2013 Temkin Group. All rights reserved.
  8. 8. Prepare for new age contact centers… • • • • • • • Multi-channel conversations, not just phone calls Enable journeys, not just transactions Measure customer success, not just interaction costs Blend with self-service, not just deflect calls Predict needs, not just respond to requests Gain business insight, not just analyze interactions Evolve based on feedback, not just survey customers What does this mean for agents? Copyright © 2013 Temkin Group. All rights reserved.
  9. 9. Prepare for new age contact centers… • • • • • • • Multi-channel conversations, not just phone calls Enable journeys, not just transactions Measure customer success, not just interaction costs Blend with self-service, not just deflect calls Predict needs, not just respond to requests Gain business insight, not just analyze interactions Evolve based on feedback, not just survey customers Engage agents, not just hire people What does this mean for agents? Copyright © 2013 Temkin Group. All rights reserved.
  10. 10. Engaged employees are valuable assets Stay late at work if something needs to be done after your normal workday ends 87% 37% Do something that is good for your company even if it is not expected of you Recommend that a friend or relative apply for a job within your company Make a recommendation about an improvement that can be made in your company Base: Source: 70% 34% Highly engaged employees 64% 10% Disengaged employees 59% 20% 2,456 U.S. consumers employed in for-profit organizations Employee Engagement Benchmark Study, 2013 Copyright © 2013 Temkin Group. All rights reserved.
  11. 11. Customer experience leaders have more engaged employees CX worse than competitors 34% 66% Base: Source: CX significantly better than competitors Highly / moderately engaged employees 25% Less engaged employess 2,456 U.S. consumers employed in for-profit organizations Employee Engagement Benchmark Study, 2013 Copyright © 2013 Temkin Group. All rights reserved. 75%
  12. 12. Engagement by size of company Base: Source: 2,456 U.S. consumers employed in for-profit organizations Employee Engagement Benchmark Study, 2013 Copyright © 2013 Temkin Group. All rights reserved.
  13. 13. Engagement by age of employee Base: Source: 2,456 U.S. consumers employed in for-profit organizations Employee Engagement Benchmark Study, 2013 Copyright © 2013 Temkin Group. All rights reserved.
  14. 14. Engagement by organizational level Base: Source: 2,456 U.S. consumers employed in for-profit organizations Employee Engagement Benchmark Study, 2013 Copyright © 2013 Temkin Group. All rights reserved.
  15. 15. Large Financial Services Agile Agent Desktop: 14,000 Agents Results: • Agile agent desktop + automations deployed within 90 days • Decreased training times • Increased cross-sell by 20 percent 6-Month ROI
  16. 16. Leading U.S. Wireless Carrier 14,000 Agents 4 Months to Deploy 9 Reduced Each Call By seconds $18 million projected savings
  17. 17. Q&A © 2006-2013 by OpenSpan, Inc. All rights reserved.
  18. 18. Time with the Experts – Future Episode DATE EPISODE TOPIC November 14 Emerging Strategies for Driving More Profitable Customer Relationships www.openspan.com/2013webinars © 2006-2013 by OpenSpan, Inc. All rights reserved.
  19. 19. Thank You for Participating! If you would like more information, feel free to send us an email or give us a call. info@openspan.com US/Canada: +1 (678) 527-5400, (877) 733-1136 UK: +44 (0) 207 043 3573 India: +91 80 40300 780 Join the OpenSpan conversation! www.openspan.com © 2006-2013 by OpenSpan, Inc. All rights reserved.

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