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On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
On Target eCommerce
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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.

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.
  • Transcript

    • 1. On Target!eCommerce By: Michael C. McMillan
    • 2. ON TARGET
    • 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. ON TARGET OFF TARGET!!!
    • 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. ON TARGET What else can a contact center offer the client?!
    • 7. ON TARGET Operational Operational Program Efficiency Collaboration Efficiency
    • 8. ON TARGET What We Will Cover Today What is How Does What To Do Operational This Help My Next! Collaboration? Client?
    • 9. ON TARGET
    • 10. ON TARGET
    • 11. ON TARGET
    • 12. ON TARGET
    • 13. ON TARGET
    • 14. ON TARGET Contact Center eCommerce Business Web Site Client Partners Social Media
    • 15. ON TARGET Contact Center eCommerce Business Web Site Client Partners Social Media
    • 16. ON TARGET Contact Center eCommerce Business Web Site Client Partners Social Media
    • 17. ON TARGET
    • 18. ON TARGET Contact Center eCommerce Business Web Site Client Partners Social Media
    • 19. CUSTOMERON TARGET
    • 20. CUSTOMERON TARGET
    • 21. ON TARGET Contact CUSTOMER Center eCommerce Business Web Site Client Partners Social Media
    • 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. ON TARGET The use of “ALL” data to improve the experience our client’s customer has every time they interact with us.
    • 24. ON TARGET Sources Of “ALL” Data
    • 25. ON TARGET
    • 26. ON TARGET
    • 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. 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. 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. ON TARGET
    • 31. ON TARGET What Did We Create?
    • 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. ON TARGET WHAT WAS THE RESULT?
    • 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. 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. ON TARGET HOW DID THIS HELP US?
    • 37. ON TARGET
    • 38. ON TARGET
    • 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. ON TARGET PULL THE TRIGGER!!
    • 41. ON TARGET QUESTIONS?

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