Four Next-Level Customer Engagement Strategies to Boost Contact Center Efficiency

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Customer experience is the distinguishing factor among contact center professionals, but with companies forced to manage costs, the task of balancing customer experience delivery and efficiency controls is often a tall one.

Join 1to1 Media and special guest Lisa Sutrick, managing director of Customer Engagement Solutions for Pitney Bowes, to learn four surefire ways to improve customer engagement and efficiency at the point of service.

Key takeaways will include:
- How accurate, responsive service will increase first-call resolution
- Ways to deliver a highly personalized, cross-channel experience with speed and consistency
- How to grow revenue with real-time insights and effective multichannel follow-up
- Best practices for creating customer interactions that are more personal, relevant, and engaging than ever

http://www.pitneybowes.com

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Four Next-Level Customer Engagement Strategies to Boost Contact Center Efficiency

  1. 1. 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. Strategies to Boost Contact Center 1 Next-Level Customer Engagement Efficiency Sponsored by:
  2. 2. Today’s Presenters James Heyman Managing Director, Customer Engagement Solutions Pitney Bowes 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 2 Lisa Sutrick Managing Director, Customer Engagement Solutions Pitney Bowes Mila D’Antonio Editor-in-Chief 1to1 Media
  3. 3. Logistics Please turn off your pop-up blockers ¾ To enable interactive features Download a copy of the slides ¾ Click the green resource widget Have a question for our presenters? ¾ Click the red Q&A widget Helpful tools ¾ Use the help widget for tech issues Twitter Hashtag ¾#1to1media 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 3
  4. 4. Key Takeaways ¾ How accurate, responsive service will increase first-call resolution ¾ Ways to deliver a highly personalized, cross-channel experience with speed and consistency ¾ How to grow revenue with real-time insights and effective multichannel follow-up ¾ Best practices for creating customer interactions that are more personal, relevant, and engaging than ever 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 4
  5. 5. 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 5 The Customer Service Disconnect Will include a stat here on the cost of siloed data and systems on customer service
  6. 6. 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 6 The Benefits of Connected Customer Service Will include a stat here about the benefits of integrating disparate data, technologies and processes in customer service
  7. 7. 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 7 Lisa Sutrick Managing Director, Customer Engagement Solutions Pitney Bowes
  8. 8. 8 Transforming the Call Center into an Engagement Center
  9. 9. 9 The Changing Consumer Today’s customers are more… • Connected • Social • Mobile • Aware • Informed • Empowered
  10. 10. 10 Customer engagment requires connecting organizational silos for better results... 10 … connect siloed departments and point products… … in order to create positive connected experiences … to positively influence future consumer behaviour … and ultimately generate stronger revenue growth and profits Customer Engagement Solutions... • Contextual • Individual • Specific • Channel of Choice • Timely • Purchases • Loyalty • Recommendation • Price Sensitivity • Research clearly proves that firms with higher customer engagement indices are superior to their peer group • Marketing • Store Operations • Support & Service Call Center • Billing department
  11. 11. 11 Impact of customer experience Customers have never had so much choice. Yet: ƒ Forrester Research says… • Only 8% of companies were awarded a top grade by their customers. ƒ Gartner indicates a 5% increase in customer retention can increase profits by 25%-125%. Integrating the call center as part of overall customer lifecycle management is critical
  12. 12. 12 Call Centers Must Be Integrated Into Entire Customer Lifecycle
  13. 13. 13 Call Centers Critical for Omnichannel Experience
  14. 14. 14 Organizations need to overcome several obstacles Disconnected channels Limited customer insight Disparate platforms Limited personalization
  15. 15. 15 Most organizations face difficulty in making this transition ƒ Disconnected technologies which can make reporting difficult, convoluted and time consuming (Forrester) ƒ Greater complexity 52% of customers use three or four channels when seeking customer care (Ovum) ƒ Existing CRM platform not equipped for real-time, multichannel marketing automation ƒ Need to empower agents while maintaining control The new requirement is “agile service” which Forrester defines as seamless interactions across multiple platforms
  16. 16. 16 Call Center Transformation Spans the Enterprise Know who I am Understand my context Engage me after the call Predict my needs See what I see
  17. 17. 17 Critical Business Issues Facing Call Centers ƒ Agent attrition ƒ First call resolution ƒ Access to relevant customer data and all outbound communications. ƒ Balancing brand and legal compliance with flexibility for personalized communications ƒ Integrating the Call Center into campaigns
  18. 18. 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 18 James Heyman Managing Director, Customer Engagement Solutions Pitney Bowes
  19. 19. 19 Critical Business Issue Agent attrition Poor customer service, from any department will undermine your brand, hurt your bottom line with your customers. But what about your employees? ƒ Agent attrition plagues the call center: • 30-100% attrition rates for call center representatives • Recruiting, hiring and training replacements cuts deeply into call center operations budget Large call centers spend hundreds of millions of dollars on CSR replacement annually
  20. 20. 20 Critical Business Issue Inability to identify and view all information about a customer
  21. 21. 21 Critical Business Issue Agents unable to successfully close customer case on first contact – First Call Resolution (FCR) Key Finding: If the customer’s inquiry or problem is resolved in the first call, only 1% of those customers are at risk to go to your competitors. Conversely, 15% of customers who did not get their inquiry or problem resolved are likely to go to your competitors. SQM Group; First Call Resolution Benchmark Study
  22. 22. 22 Critical Business Issue: Managing Control, Compliance, Agility & Personalization ƒ Assurance that brand and compliance is met in all outbound communications including correspondence ƒ Communications are relevant and in context ƒ Outbound campaigns informed with inbound interaction history
  23. 23. 23 Critical Business Issue Inability to integrate the Call Center as a channel in campaign execution
  24. 24. 24 Creating an omnichannel Contact Center that engages customers ƒ Customer data ƒ Access to all customer communications ƒ Best next action decisioning ƒ Real-time multichannel context ƒ Personalized and compliant resolution
  25. 25. 25 In-depth understanding of customer needs and unique opportunities ƒ Access profile data, product data, transaction data, billing data and behavior data ƒ Immediate customer understanding
  26. 26. 26 Immediate access to customer-facing documents ƒ High-speed repository ƒ Retrieve, view, download and share customer communications • “See what I see” capabilities • Respond with speed and accuracy • Eliminate need for paper copies and reprints
  27. 27. 27 Automated, best-next-action decisioning across all touchpoints ƒ Real-time scoring ƒ Automated decisioning ƒ Best-next-action screen prompts Interject highly personalized content – offers, notifications, invitations, alerts – based on prior interactions
  28. 28. 28 Real-time, multichannel context ƒ Analyze prior customer interactions ƒ Automate processes ƒ Centralize campaign management Coordinate inbound and outbound engagement
  29. 29. 29 Efficient, compliant, multichannel follow-up ƒ Centrally-managed templates • Supports marketing, compliance, productivity • Intuitive, WYSIWYG design • Delivery tracking • Inbound response management
  30. 30. Audience Q&A 2014 1to1 Media. All rights reserved. 1to1 Media is a registered trademark of Peppers & Rogers Group. 30 James Heyman Managing Director, Customer Engagement Solutions Pitney Bowes Lisa Sutrick Managing Director, Customer Engagement Solutions Pitney Bowes
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