0
Aaron Fulkerson
Founder and CEO, MindTouch
Customer Support Practices For
Creating A Profit Center
Tuesday, April 8, 14
© 2014 Forrester Research, Inc. Reproduction Prohibited
WHAT TYPE OF SERVICE DO CUSTOMERS
EXPECT FROM BUSINESSES THAT THEY...
Customers want support when they
want it, where they want it, and how
they want it. Otherwise it will be hard
to keep them...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Fifty-two percent of consumers agree: “I am very
likely to abandon...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Fifty-two percent of consumers agree: “I am very
likely to abandon...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Seventy-one percent of consumers agree: “Valuing
Source: Understan...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Seventy-one percent of consumers agree: “Valuing
Source: Understan...
Common Challenges
Fragmented and Inconsistent
“Useful information is spread over more than 30 systems and seven
formats. E...
Common Challenges
Fragmented and Inconsistent
“Useful information is spread over more than 30 systems and seven
formats. E...
Common Challenges
Fragmented and Inconsistent
“Useful information is spread over more than 30 systems and seven
formats. E...
© 2014 Forrester Research, Inc. Reproduction Prohibited
WHY IS MEETING CUSTOMERS
EXPECTATIONS FOR GOOD
Tuesday, April 8, 14
© 2014 Forrester Research, Inc. Reproduction Prohibited
First, good customer experiences are good for
business
March 2012 ...
© 2014 Forrester Research, Inc. Reproduction Prohibited
And, second, poor service is costly
Your customers switch to more ...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Your customers talk negatively about your
brand which is amplified...
Right Knowledge, Right Now
• Centralize
• Connect All Support Channels
Tuesday, April 8, 14
Right Knowledge, Right Now
• Centralize
• Connect All Support Channels
• Capture and Reuse
• Empower Experts
Tuesday, Apri...
© 2014 Forrester Research, Inc. Reproduction Prohibited
HOW DO COMPANIES VIEW
Tuesday, April 8, 14
© 2014 Forrester Research, Inc. Reproduction Prohibited
Cost
Customer
satisfaction and
loyalty
Revenue
Compliance
Customer...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Companies want contact centers to deliver good
customer service; b...
Why Can’t Support Be A Profit Center?
Tuesday, April 8, 14
Why Can’t Support Be A Profit Center?
79% of buyers self-educate online
Tuesday, April 8, 14
Why Can’t Support Be A Profit Center?
79% of buyers self-educate online
Product knowledge:
• Improves organic site traffic
T...
Why Can’t Support Be A Profit Center?
79% of buyers self-educate online
Product knowledge:
• Improves organic site traffic
•...
Why Can’t Support Be A Profit Center?
79% of buyers self-educate online
Product knowledge:
• Improves organic site traffic
•...
© 2014 Forrester Research, Inc. Reproduction Prohibited
HOW DO CUSTOMERS WANT TO
ENGAGE WITH CUSTOMER SERVICE
Tuesday, Apr...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Customers want to use an increasing number of
channels
Tuesday, Ap...
Knowledge-as-a-Service
Knowledge Center Contextual Knowledge
Chat IntegrationSocial Channels
CRM and
Case
Management
Commu...
© 2014 Forrester Research, Inc. Reproduction Prohibited
IS IT JUST ABOUT CHANNELS, OR
IS IT SUPPORTING THE
Tuesday, April ...
© 2014 Forrester Research, Inc. Reproduction Prohibited
You must support your customers through the entire
journey that th...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Example: cross-channel journeys are growing in
popularity across E...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Most of the time this journey is fractured. Why?
Tuesday, April 8,...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Most of the time this journey is fractured. Why?
Tuesday, April 8,...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Most companies are a mess of disconnected
technology
Tuesday, Apri...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Most companies are a mess of disconnected
technology
Tuesday, Apri...
Elevating Customer Success
Elevated Knowledge Layer
+ Analytics
Tuesday, April 8, 14
Elevating Customer Success
Elevated Knowledge Layer
+ Analytics
+ Marketing Automation
Tuesday, April 8, 14
Elevating Customer Success
Elevated Knowledge Layer
+ Analytics
+ Marketing Automation
+ Process
! -----------------------...
© 2014 Forrester Research, Inc. Reproduction Prohibited
WHAT ARE THE FOUNDATIONAL
Tuesday, April 8, 14
© 2014 Forrester Research, Inc. Reproduction Prohibited
Customer service organizations must provide
efficient, personalize...
Proactive: Elevated Knowledge Layer
Deployment in days/weeks, not months
Time-to-Value within days of deployment:
! ! ! Or...
Proactive: Elevated Knowledge Layer
Deployment in days/weeks, not months
Time-to-Value within days of deployment:
! ! ! Or...
Knowledge-as-a-Service
Knowledge Center Contextual Knowledge
Chat IntegrationSocial Channels
CRM and
Case
Management
Commu...
Capture and Reuse
Knowledge Center Contextual Knowledge
Chat IntegrationSocial Channels
CRM and
Case
Management
Community
...
A Self-Improving Cycle
Knowledg
e Request
Transact
Self-Service or
Agent
Optimize
HelpRankTM and
Collaboration
Synchroni
z...
A Self-Improving Cycle
Knowledg
e Request
Transact
Self-Service or
Agent
Optimize
HelpRankTM and
Collaboration
Synchroni
z...
A Self-Improving Cycle
Knowledg
e Request
Transact
Self-Service or
Agent
Optimize
HelpRankTM and
Collaboration
Synchroni
z...
A Self-Improving Cycle
Knowledg
e Request
Transact
Self-Service or
Agent
Optimize
HelpRankTM and
Collaboration
Synchroni
z...
A Self-Improving Cycle
Knowledg
e Request
Transact
Self-Service or
Agent
Optimize
HelpRankTM and
Collaboration
Synchroni
z...
A Self-Improving Cycle
Knowledg
e Request
Transact
Self-Service or
Agent
Optimize
HelpRankTM and
Collaboration
Synchroni
z...
Support that Creates Revenue
Consistent, searchable and discoverable
Open to feedback and collaboration
Tuesday, April 8, ...
Support that Creates Revenue
Consistent, searchable and discoverable
Open to feedback and collaboration
Fast to update
Tue...
Support that Creates Revenue
Consistent, searchable and discoverable
Open to feedback and collaboration
Fast to update
Dri...
Support that Creates Revenue
Consistent, searchable and discoverable
Open to feedback and collaboration
Fast to update
Dri...
Support that Creates Revenue
Consistent, searchable and discoverable
Open to feedback and collaboration
Fast to update
Dri...
WHAT KINDS OF TECHNOLOGIES
SERVE TO ENABLE A TRULY
Tuesday, April 8, 14
© 2014 Forrester Research, Inc. Reproduction Prohibited
Cloud deployments are increasing
Nearly 70% of
organizations are
u...
© 2014 Forrester Research, Inc. Reproduction Prohibited
The drivers of cloud adoption are improved business
agility, speed...
Some Critical Requirements
Tuesday, April 8, 14
Some Critical Requirements
• Standards adherence – avoid lock in
Tuesday, April 8, 14
Some Critical Requirements
• Standards adherence – avoid lock in
• REST API first – future proof
Tuesday, April 8, 14
Some Critical Requirements
• Standards adherence – avoid lock in
• REST API first – future proof
• Drag-and-drop easy feedb...
Some Critical Requirements
• Standards adherence – avoid lock in
• REST API first – future proof
• Drag-and-drop easy feedb...
Some Critical Requirements
• Standards adherence – avoid lock in
• REST API first – future proof
• Drag-and-drop easy feedb...
Some Critical Requirements
• Standards adherence – avoid lock in
• REST API first – future proof
• Drag-and-drop easy feedb...
Some Critical Requirements
• Standards adherence – avoid lock in
• REST API first – future proof
• Drag-and-drop easy feedb...
Some Critical Requirements
• Standards adherence – avoid lock in
• REST API first – future proof
• Drag-and-drop easy feedb...
Free Requirements Checklist
http://mndt.ch/rqmts
Tuesday, April 8, 14
© 2014 Forrester Research, Inc. Reproduction Prohibited
EVERYONE IS STRUGGLING WITH
Tuesday, April 8, 14
© 2014 Forrester Research, Inc. Reproduction Prohibited
Customer service operations should be managed
Tuesday, April 8, 14
© 2014 Forrester Research, Inc. Reproduction Prohibited
Skew your scorecard to align with your brand
Tuesday, April 8, 14
© 2014 Forrester Research, Inc. Reproduction Prohibited
Start with your business outcomes
Reduced operational
costs
Increa...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Choose the KPIs that map to business outcomes
Reduced operational
...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Align the operational measures to business
Reduced operational
cos...
© 2014 Forrester Research, Inc. Reproduction Prohibited
Align the operational measures to business
Reduced operational
cos...
Thank you
Kate Leggett
Principal Analyst
Thank you
Tuesday, April 8, 14
Business and Project Planning
MindTouch is rapidly transforming how companies support
customer success by revolutionizing ...
Requirements Checklist: http://mndt.ch/rqmts
Tuesday, April 8, 14
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Forrester Research on Customer Success: Support Practices for Creating a Profit Center

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Aaron Fulkerson, Founder and CEO of MindTouch, and Kate Leggett, Principal Analyst at Forrester Research, hosted a lively webinar about how to refresh an outdated customer support center, empower users to learn, and help your support agents succeed.

MindTouch is uniquely qualified to expound upon the benefits of customer success. Millions of customers utilize the MindTouch platform and several top-tier clients, including MakerBot, Intuit, Paypal, and Blackboard use MindTouch to power their help centers.

In the recording, we will show you:

(1) Statistics and trends on what communication channels customers are using (Chat, SMS, Phone, Virtual support agent, etc)

(2) Why your support agents are failing to deliver quality service

(3) How to incentivize your customers to want to become experts

(4) Steps to transform your support center into a revenue-generating engine

Published in: Leadership & Management
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Transcript of "Forrester Research on Customer Success: Support Practices for Creating a Profit Center"

  1. 1. Aaron Fulkerson Founder and CEO, MindTouch Customer Support Practices For Creating A Profit Center Tuesday, April 8, 14
  2. 2. © 2014 Forrester Research, Inc. Reproduction Prohibited WHAT TYPE OF SERVICE DO CUSTOMERS EXPECT FROM BUSINESSES THAT THEY INTERACT WITH? Tuesday, April 8, 14
  3. 3. Customers want support when they want it, where they want it, and how they want it. Otherwise it will be hard to keep them. Tuesday, April 8, 14
  4. 4. © 2014 Forrester Research, Inc. Reproduction Prohibited Fifty-two percent of consumers agree: “I am very likely to abandon my online purchase if I cannot find a quick answer to my questions” Source: Understand Communication Channel Needs To Craft Your Customer Service Strategy, March 2013 Tuesday, April 8, 14
  5. 5. © 2014 Forrester Research, Inc. Reproduction Prohibited Fifty-two percent of consumers agree: “I am very likely to abandon my online purchase if I cannot find a quick answer to my questions” Source: Understand Communication Channel Needs To Craft Your Customer Service Strategy, March 2013 Tuesday, April 8, 14
  6. 6. © 2014 Forrester Research, Inc. Reproduction Prohibited Seventy-one percent of consumers agree: “Valuing Source: Understand Communication Channel Needs To Craft Your Customer Service Strategy, March 2013 Tuesday, April 8, 14
  7. 7. © 2014 Forrester Research, Inc. Reproduction Prohibited Seventy-one percent of consumers agree: “Valuing Source: Understand Communication Channel Needs To Craft Your Customer Service Strategy, March 2013 Tuesday, April 8, 14
  8. 8. Common Challenges Fragmented and Inconsistent “Useful information is spread over more than 30 systems and seven formats. Every department is using something different.” – Remington Hard to Update Tuesday, April 8, 14
  9. 9. Common Challenges Fragmented and Inconsistent “Useful information is spread over more than 30 systems and seven formats. Every department is using something different.” – Remington Hard to Update “It takes us 18 months to update knowledge across our support channels. We can’t say for certain that it has been updated.” – HP Tuesday, April 8, 14
  10. 10. Common Challenges Fragmented and Inconsistent “Useful information is spread over more than 30 systems and seven formats. Every department is using something different.” – Remington Hard to Update “It takes us 18 months to update knowledge across our support channels. We can’t say for certain that it has been updated.” – HP Collaboration and Feedback “The people closest to our customers need to contribute to and provide feedback on product information, but we’re still using PDF and old printed materials.” – Verizon No analytics, no SEO “I can tell you which articles support is using, but we have no clue what else is being used by customers and prospects or how this affects our business.” – Blackboard.com Tuesday, April 8, 14
  11. 11. © 2014 Forrester Research, Inc. Reproduction Prohibited WHY IS MEETING CUSTOMERS EXPECTATIONS FOR GOOD Tuesday, April 8, 14
  12. 12. © 2014 Forrester Research, Inc. Reproduction Prohibited First, good customer experiences are good for business March 2012 “The Business Impact Of Customer Experience, 2012” Tuesday, April 8, 14
  13. 13. © 2014 Forrester Research, Inc. Reproduction Prohibited And, second, poor service is costly Your customers switch to more expensive channels when August 2012 “Websites That Don’t Support Customers Waste Millions” Tuesday, April 8, 14
  14. 14. © 2014 Forrester Research, Inc. Reproduction Prohibited Your customers talk negatively about your brand which is amplified with social technologies Tuesday, April 8, 14
  15. 15. Right Knowledge, Right Now • Centralize • Connect All Support Channels Tuesday, April 8, 14
  16. 16. Right Knowledge, Right Now • Centralize • Connect All Support Channels • Capture and Reuse • Empower Experts Tuesday, April 8, 14
  17. 17. © 2014 Forrester Research, Inc. Reproduction Prohibited HOW DO COMPANIES VIEW Tuesday, April 8, 14
  18. 18. © 2014 Forrester Research, Inc. Reproduction Prohibited Cost Customer satisfaction and loyalty Revenue Compliance Customer service centers must balance customer needs with business needs Tuesday, April 8, 14
  19. 19. © 2014 Forrester Research, Inc. Reproduction Prohibited Companies want contact centers to deliver good customer service; but many manage them as cost centers What is the strategy for your contact center Sample size: 808 What are the main drivers for yo contact center Sample size: 808 Source: Dimension Data Contact Center Benchmaking Report, 2013 Tuesday, April 8, 14
  20. 20. Why Can’t Support Be A Profit Center? Tuesday, April 8, 14
  21. 21. Why Can’t Support Be A Profit Center? 79% of buyers self-educate online Tuesday, April 8, 14
  22. 22. Why Can’t Support Be A Profit Center? 79% of buyers self-educate online Product knowledge: • Improves organic site traffic Tuesday, April 8, 14
  23. 23. Why Can’t Support Be A Profit Center? 79% of buyers self-educate online Product knowledge: • Improves organic site traffic • Increases prospective buyer traffic Tuesday, April 8, 14
  24. 24. Why Can’t Support Be A Profit Center? 79% of buyers self-educate online Product knowledge: • Improves organic site traffic • Increases prospective buyer traffic • Improves Net Promoter Score Tuesday, April 8, 14
  25. 25. © 2014 Forrester Research, Inc. Reproduction Prohibited HOW DO CUSTOMERS WANT TO ENGAGE WITH CUSTOMER SERVICE Tuesday, April 8, 14
  26. 26. © 2014 Forrester Research, Inc. Reproduction Prohibited Customers want to use an increasing number of channels Tuesday, April 8, 14
  27. 27. Knowledge-as-a-Service Knowledge Center Contextual Knowledge Chat IntegrationSocial Channels CRM and Case Management Community Integration Ticket Deflection KaaS Tuesday, April 8, 14
  28. 28. © 2014 Forrester Research, Inc. Reproduction Prohibited IS IT JUST ABOUT CHANNELS, OR IS IT SUPPORTING THE Tuesday, April 8, 14
  29. 29. © 2014 Forrester Research, Inc. Reproduction Prohibited You must support your customers through the entire journey that they expect to have with a company Tuesday, April 8, 14
  30. 30. © 2014 Forrester Research, Inc. Reproduction Prohibited Example: cross-channel journeys are growing in popularity across Europe February 2013 “European Online Retail: Five Trends To Watch In 2013” Tuesday, April 8, 14
  31. 31. © 2014 Forrester Research, Inc. Reproduction Prohibited Most of the time this journey is fractured. Why? Tuesday, April 8, 14
  32. 32. © 2014 Forrester Research, Inc. Reproduction Prohibited Most of the time this journey is fractured. Why? Tuesday, April 8, 14
  33. 33. © 2014 Forrester Research, Inc. Reproduction Prohibited Most companies are a mess of disconnected technology Tuesday, April 8, 14
  34. 34. © 2014 Forrester Research, Inc. Reproduction Prohibited Most companies are a mess of disconnected technology Tuesday, April 8, 14
  35. 35. Elevating Customer Success Elevated Knowledge Layer + Analytics Tuesday, April 8, 14
  36. 36. Elevating Customer Success Elevated Knowledge Layer + Analytics + Marketing Automation Tuesday, April 8, 14
  37. 37. Elevating Customer Success Elevated Knowledge Layer + Analytics + Marketing Automation + Process ! -------------------------------- ! Customer Success & Upsell Opportunity Tuesday, April 8, 14
  38. 38. © 2014 Forrester Research, Inc. Reproduction Prohibited WHAT ARE THE FOUNDATIONAL Tuesday, April 8, 14
  39. 39. © 2014 Forrester Research, Inc. Reproduction Prohibited Customer service organizations must provide efficient, personalized and proactive service at a cost that makes sense to the business Pain-free Personalized Proactive Productive Tuesday, April 8, 14
  40. 40. Proactive: Elevated Knowledge Layer Deployment in days/weeks, not months Time-to-Value within days of deployment: ! ! ! Organic traffic ! ! ! Net Promoter Score! Tuesday, April 8, 14
  41. 41. Proactive: Elevated Knowledge Layer Deployment in days/weeks, not months Time-to-Value within days of deployment: ! ! ! Organic traffic ! ! ! Net Promoter Score! ! ! ! Ticket Deflection Tuesday, April 8, 14
  42. 42. Knowledge-as-a-Service Knowledge Center Contextual Knowledge Chat IntegrationSocial Channels CRM and Case Management Community Integration Ticket Deflection KaaS Tuesday, April 8, 14
  43. 43. Capture and Reuse Knowledge Center Contextual Knowledge Chat IntegrationSocial Channels CRM and Case Management Community Integration Ticket Deflection KaaS with Capture Tuesday, April 8, 14
  44. 44. A Self-Improving Cycle Knowledg e Request Transact Self-Service or Agent Optimize HelpRankTM and Collaboration Synchroni ze Tuesday, April 8, 14
  45. 45. A Self-Improving Cycle Knowledg e Request Transact Self-Service or Agent Optimize HelpRankTM and Collaboration Synchroni ze Continuously Improving: Tuesday, April 8, 14
  46. 46. A Self-Improving Cycle Knowledg e Request Transact Self-Service or Agent Optimize HelpRankTM and Collaboration Synchroni ze Continuously Improving: • Deflection Tuesday, April 8, 14
  47. 47. A Self-Improving Cycle Knowledg e Request Transact Self-Service or Agent Optimize HelpRankTM and Collaboration Synchroni ze Continuously Improving: • Deflection • First call resolution Tuesday, April 8, 14
  48. 48. A Self-Improving Cycle Knowledg e Request Transact Self-Service or Agent Optimize HelpRankTM and Collaboration Synchroni ze Continuously Improving: • Deflection • First call resolution • Average handle time Tuesday, April 8, 14
  49. 49. A Self-Improving Cycle Knowledg e Request Transact Self-Service or Agent Optimize HelpRankTM and Collaboration Synchroni ze Continuously Improving: • Deflection • First call resolution • Average handle time • User adoption Tuesday, April 8, 14
  50. 50. Support that Creates Revenue Consistent, searchable and discoverable Open to feedback and collaboration Tuesday, April 8, 14
  51. 51. Support that Creates Revenue Consistent, searchable and discoverable Open to feedback and collaboration Fast to update Tuesday, April 8, 14
  52. 52. Support that Creates Revenue Consistent, searchable and discoverable Open to feedback and collaboration Fast to update Drives organic site traffic Tuesday, April 8, 14
  53. 53. Support that Creates Revenue Consistent, searchable and discoverable Open to feedback and collaboration Fast to update Drives organic site traffic Adaptive and context sensitive Tuesday, April 8, 14
  54. 54. Support that Creates Revenue Consistent, searchable and discoverable Open to feedback and collaboration Fast to update Drives organic site traffic Adaptive and context sensitive Self-learning and analytics rich Informs automated success and upsell campaigns Tuesday, April 8, 14
  55. 55. WHAT KINDS OF TECHNOLOGIES SERVE TO ENABLE A TRULY Tuesday, April 8, 14
  56. 56. © 2014 Forrester Research, Inc. Reproduction Prohibited Cloud deployments are increasing Nearly 70% of organizations are using, or are interested in, SaaS solutions for horizontal processes like CRM …Forrsights Services Survey, 2011 Base: 1031 North American and European IT services decision-makers Tuesday, April 8, 14
  57. 57. © 2014 Forrester Research, Inc. Reproduction Prohibited The drivers of cloud adoption are improved business agility, speed-to-value, and vendor delivered innovation Base: 920 packaged application decision-makers Source: Forrsights Software Survey, Q4 2012 Tuesday, April 8, 14
  58. 58. Some Critical Requirements Tuesday, April 8, 14
  59. 59. Some Critical Requirements • Standards adherence – avoid lock in Tuesday, April 8, 14
  60. 60. Some Critical Requirements • Standards adherence – avoid lock in • REST API first – future proof Tuesday, April 8, 14
  61. 61. Some Critical Requirements • Standards adherence – avoid lock in • REST API first – future proof • Drag-and-drop easy feedback and authoring ! Rich media support – no code! Tuesday, April 8, 14
  62. 62. Some Critical Requirements • Standards adherence – avoid lock in • REST API first – future proof • Drag-and-drop easy feedback and authoring ! Rich media support – no code! • CRM and CEM interfaces Tuesday, April 8, 14
  63. 63. Some Critical Requirements • Standards adherence – avoid lock in • REST API first – future proof • Drag-and-drop easy feedback and authoring ! Rich media support – no code! • CRM and CEM interfaces • Avoid flat knowledge ! Hard to manage ! Poor discovery, decision tree Tuesday, April 8, 14
  64. 64. Some Critical Requirements • Standards adherence – avoid lock in • REST API first – future proof • Drag-and-drop easy feedback and authoring ! Rich media support – no code! • CRM and CEM interfaces • Avoid flat knowledge ! Hard to manage ! Poor discovery, decision tree • Easy to brand Tuesday, April 8, 14
  65. 65. Some Critical Requirements • Standards adherence – avoid lock in • REST API first – future proof • Drag-and-drop easy feedback and authoring ! Rich media support – no code! • CRM and CEM interfaces • Avoid flat knowledge ! Hard to manage ! Poor discovery, decision tree • Easy to brand • Adaptive to group and channel Tuesday, April 8, 14
  66. 66. Some Critical Requirements • Standards adherence – avoid lock in • REST API first – future proof • Drag-and-drop easy feedback and authoring ! Rich media support – no code! • CRM and CEM interfaces • Avoid flat knowledge ! Hard to manage ! Poor discovery, decision tree • Easy to brand • Adaptive to group and channel • Speed matters Tuesday, April 8, 14
  67. 67. Free Requirements Checklist http://mndt.ch/rqmts Tuesday, April 8, 14
  68. 68. © 2014 Forrester Research, Inc. Reproduction Prohibited EVERYONE IS STRUGGLING WITH Tuesday, April 8, 14
  69. 69. © 2014 Forrester Research, Inc. Reproduction Prohibited Customer service operations should be managed Tuesday, April 8, 14
  70. 70. © 2014 Forrester Research, Inc. Reproduction Prohibited Skew your scorecard to align with your brand Tuesday, April 8, 14
  71. 71. © 2014 Forrester Research, Inc. Reproduction Prohibited Start with your business outcomes Reduced operational costs Increased revenue Increased compliance Increased customer satisfaction Tuesday, April 8, 14
  72. 72. © 2014 Forrester Research, Inc. Reproduction Prohibited Choose the KPIs that map to business outcomes Reduced operational costs Increased revenue Increased compliance Increased customer satisfaction Increased agent productivity Number of cross and upsells Regulatory compliance fees NPS Customer effort score Customer service executive Tuesday, April 8, 14
  73. 73. © 2014 Forrester Research, Inc. Reproduction Prohibited Align the operational measures to business Reduced operational costs Increased revenue Increased compliance Increased customer satisfaction Increased agent productivity Number of cross and upsells Regulatory compliance fees NPS Customer effort score Customer service manager AHT, ASA, shrinkage, turnover, schedule adherence Sale/agent Sale/product Non-compliant cases/ agent or queue or channel Abandon rate, FCR, survey sat scores, social sentiment analysis Tuesday, April 8, 14
  74. 74. © 2014 Forrester Research, Inc. Reproduction Prohibited Align the operational measures to business Reduced operational costs Increased revenue Increased compliance Increased customer satisfaction Increased agent productivity Number of cross and upsells Regulatory compliance fees NPS Customer effort score Customer service manager AHT, ASA, shrinkage, turnover, schedule adherence Sale/agent Sale/product Non-compliant cases/ agent or queue or channel Abandon rate, FCR, survey sat scores, social sentiment analysis Tuesday, April 8, 14
  75. 75. Thank you Kate Leggett Principal Analyst Thank you Tuesday, April 8, 14
  76. 76. Business and Project Planning MindTouch is rapidly transforming how companies support customer success by revolutionizing product knowledge. Tuesday, April 8, 14
  77. 77. Requirements Checklist: http://mndt.ch/rqmts Tuesday, April 8, 14
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