On Target!eCommerce By: Michael C. McMillan
ON TARGET
ON TARGET            The Go-To List!                 Clear Processes for Solving Common                  Problems        ...
ON TARGET            OFF TARGET!!!
ON TARGET            Contact         OPERATIONAL            eCommerce            Center           EFFICIENCY              ...
ON TARGET            What else can a            contact center            offer the client?!
ON TARGET            Operational    Operational     Program             Efficiency   Collaboration   Efficiency
ON TARGET            What We Will Cover Today                What is        How Does                                      ...
ON TARGET
ON TARGET
ON TARGET
ON TARGET
ON TARGET
ON TARGET                        Contact                        Center                       eCommerce   Business         ...
ON TARGET                        Contact                        Center                       eCommerce   Business         ...
ON TARGET                        Contact                        Center                       eCommerce   Business         ...
ON TARGET
ON TARGET                        Contact                        Center                       eCommerce   Business         ...
CUSTOMERON TARGET
CUSTOMERON TARGET
ON TARGET                               Contact            CUSTOMER           Center                              eCommerc...
ON TARGET            The Go-To List!                 Clear Processes for Solving Common                  Problems        ...
ON TARGET            The use of “ALL” data to improve            the experience our client’s            customer has every...
ON TARGET            Sources Of “ALL” Data
ON TARGET
ON TARGET
Who Are Our Client’sON TARGET            Customers?                Sources: Call Center Times – independent.co.uk – market...
ON TARGET            Which of Them Are Social?                Sources: Call Center Times – independent.co.uk – marketingpi...
ON TARGET            Which of Them Are Social?                Sources: Call Center Times – independent.co.uk – marketingpi...
ON TARGET
ON TARGET            What Did We Create?
ON TARGET            What Does This Allow Us?                Answer with the caller’s name via ANI                 lookup...
ON TARGET            WHAT WAS THE RESULT?
ON TARGET                                                     Average Handle Time            8            7            6  ...
ON TARGET            45000            40000            35000            30000            25000            20000           ...
ON TARGET            HOW DID THIS HELP US?
ON TARGET
ON TARGET
ON TARGET            First 5 Steps To Get Started                 1) Speak to your IT team about how to                   ...
ON TARGET            PULL THE TRIGGER!!
ON TARGET            QUESTIONS?
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On Target eCommerce

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My presentation deck for On Target eCommerce. Originally created for my presentation at APOE in Wuhu, China on August, 2012.

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  • When you hear the words CONTACT CENTER and EFFICIENCY the first place all of us go is to what I call the “GO TO LIST”
  • The core fundamentalsq of any operation.
  • On Target eCommerce

    1. 1. On Target!eCommerce By: Michael C. McMillan
    2. 2. ON TARGET
    3. 3. ON TARGET The Go-To List!  Clear Processes for Solving Common Problems  Continuous Improvement Training  Skills Based Routing  Live Call Monitoring & Coaching  Inter-Agent Chat  Workable Agent to Supervisor Ratios  Agent Feedback Process
    4. 4. ON TARGET OFF TARGET!!!
    5. 5. ON TARGET Contact OPERATIONAL eCommerce Center EFFICIENCY Client - Lower Average Handle Time - Faster Average Speed To Answer - Higher First Interaction Resolution Rates - Lower Cost per Interaction - And so on…
    6. 6. ON TARGET What else can a contact center offer the client?!
    7. 7. ON TARGET Operational Operational Program Efficiency Collaboration Efficiency
    8. 8. ON TARGET What We Will Cover Today What is How Does What To Do Operational This Help My Next! Collaboration? Client?
    9. 9. ON TARGET
    10. 10. ON TARGET
    11. 11. ON TARGET
    12. 12. ON TARGET
    13. 13. ON TARGET
    14. 14. ON TARGET Contact Center eCommerce Business Web Site Client Partners Social Media
    15. 15. ON TARGET Contact Center eCommerce Business Web Site Client Partners Social Media
    16. 16. ON TARGET Contact Center eCommerce Business Web Site Client Partners Social Media
    17. 17. ON TARGET
    18. 18. ON TARGET Contact Center eCommerce Business Web Site Client Partners Social Media
    19. 19. CUSTOMERON TARGET
    20. 20. CUSTOMERON TARGET
    21. 21. ON TARGET Contact CUSTOMER Center eCommerce Business Web Site Client Partners Social Media
    22. 22. ON TARGET The Go-To List!  Clear Processes for Solving Common Problems  Continuous Improvement Training  Skills Based Routing  Live Call Monitoring & Coaching  Inter-Agent Chat  Workable Agent to Supervisor Ratios  Agent Feedback Process
    23. 23. ON TARGET The use of “ALL” data to improve the experience our client’s customer has every time they interact with us.
    24. 24. ON TARGET Sources Of “ALL” Data
    25. 25. ON TARGET
    26. 26. ON TARGET
    27. 27. Who Are Our Client’sON TARGET Customers? Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.
    28. 28. ON TARGET Which of Them Are Social? Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.
    29. 29. ON TARGET Which of Them Are Social? Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.
    30. 30. ON TARGET
    31. 31. ON TARGET What Did We Create?
    32. 32. ON TARGET What Does This Allow Us? Answer with the caller’s name via ANI lookup Know the customer’s buying habits See customer’s Likes & Dislikes from their Facebook profile Be able to see all past interactions in one place Not force customer to repeat themselves each time they call, email, web chat or interact with us on any other communication channel
    33. 33. ON TARGET WHAT WAS THE RESULT?
    34. 34. ON TARGET Average Handle Time 8 7 6 5 4 3 2 1 0 Sep-10 Dec-10 Jan-10 Feb-10 Jan-11 Feb-11 Apr-10 May-10 Oct-10 Jun-10 Aug-10 Mar-10 Jul-10 Nov-10 Mar-11 An average reduction in AHT of 3 minutes. Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.
    35. 35. ON TARGET 45000 40000 35000 30000 25000 20000 15000 10000 5000 0 Feb-10 Feb-11 May-10 Mar-10 Jun-10 Jul-10 Aug-10 Sep-10 Nov-10 Mar-11 Jan-10 Dec-10 Jan-11 Apr-10 Oct-10 Call Volume Web Chat Volume Social Media Volume A 5% - 10% average reduction in total volume Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.
    36. 36. ON TARGET HOW DID THIS HELP US?
    37. 37. ON TARGET
    38. 38. ON TARGET
    39. 39. ON TARGET First 5 Steps To Get Started 1) Speak to your IT team about how to integrate your systems with social media API codes 2) Have your team prepare a full training program to teach agents how to use the new tools 3) Review hiring profiles to make sure your team has the ability to support this new style of support 4) Choose one client to test out the new processes 5) Speak to your client about what you want to do and get their input and buy in
    40. 40. ON TARGET PULL THE TRIGGER!!
    41. 41. ON TARGET QUESTIONS?

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