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Strategies for an Efficient and Highly-Effective Support Organisation
 

Strategies for an Efficient and Highly-Effective Support Organisation

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In today's challenging economy, everything hinges on the customer. And that's why support organisations must make the customer experience a strategic focus. ...

In today's challenging economy, everything hinges on the customer. And that's why support organisations must make the customer experience a strategic focus.

Join us for an interactive Webinar to hear Peter McGarahan, president of McGarahan & Associates and industry thought leader, share best practices and proven strategies for improving first-contact resolution and customer satisfaction by optimising existing resources.

Attend this Webinar to learn:
-- How to integrate processes, tools and professionals with customer touch points
-- What is the Total Contact Ownership approach and why you should adopt it
-- Best practices for operating an impressively efficient, effective support organisation that exceeds customer expectations
-- And more...

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    Strategies for an Efficient and Highly-Effective Support Organisation Strategies for an Efficient and Highly-Effective Support Organisation Document Transcript

    • Strategies for an Efficient &  Highly‐Effective Support  Organisation Listen to audio over your computer speakers  or you may phone in: Australia #: 02 8014 9491 New Zealand #: 04 974 7248 Access Code: 497‐554‐249  We will begin at approximately 2pm Australian EST  1
    • Introduction to Moderator Roger Courville Principal, 1080 Group While we’re waiting for the last people to file in, I’ll run through some quick housekeeping. First, to keep the note taking to a minimum and the interaction to a maximum, we’ll be providing you  with a link tomorrow to the recording of today's session.  Plus, as you leave today’s Webinar, you can  also request via the exit survey the handout notes from today’s session and a valuable whitepaper titled  ‘Engage! How to Avoid the Seven Sins of Live, Online Presentations’ written by our distinguished  presenter today, Roger Courville.  How’s that for some incentive? [[[NEXT SLIDE]]] To get you more comfortable engaging with us via the Questions pane, please open your control panel  and type in Questions pane the city/suburb you’re joining us today.  (Mention a couple first names and  their locations). Today, we’ll also be taking live audio questions from the audience, so when you have a question that  you’ve typed in and you would also like to ask it live – keeping in mind that you will need to have a  microphone (via your PC or the phone), just raise your hand via the control panel and we’ll unmute you  to ask your question. 2 2
    • The Questions Pane Type question here As always, we’ll do our best to answer all the questions you ask, but it may  not be possible – via text or on air ‐ to respond to each and everyone. So  apologies upfront for that. [[[NEXT SLIDE]]] Now of course, it wouldn’t be an online event if we didn’t mention Twitter. 3
    • Meet Your Presenter Pete McGarahan President, McGarahan & Associates 4
    • “Strategies for an Happy Customers @ Lower Cost - Any Questions? Efficient & Highly- Effective Support Organisation” Peter McGarahan President / Founder McGarahan & Associates
    • Challenging / cautious economic outlook for 2010 / 2011. © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 6 6 Current Economic Drivers • Challenging / cautious economic outlook for 2010 / 2011. • Manage distributed workforce for increased utilisation / productivity. • “Hold tight” budgets / staff – Enjoying the profit angle.  • Cost sensitive / value driven customers – Companies must be cost concessions.  • Optimize band‐aided processes / bolted‐on technologies / work‐around for cost  reduction & increased customer satisfaction (cost, benefit and value). 6
    • Manage distributed workforce for increased utilisation / productivity. © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 7 7 Current Economic Drivers • Challenging / cautious economic outlook for 2010 / 2011. • Manage distributed workforce for increased utilisation / productivity. • “Hold tight” budgets / staff – Enjoying the profit angle.  • Cost sensitive / value driven customers – Companies must be cost concessions.  • Optimize band‐aided processes / bolted‐on technologies / work‐around for cost  reduction & increased customer satisfaction (cost, benefit and value). 7
    • “Hold tight” budgets / staff – Enjoying the profit angle. © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 8 8 Current Economic Drivers • Challenging / cautious economic outlook for 2010 / 2011. • Manage distributed workforce for increased utilisation / productivity. • “Hold tight” budgets / staff – Enjoying the profit angle.  • Cost sensitive / value driven customers – Companies must be cost concessions.  • Optimize band‐aided processes / bolted‐on technologies / work‐around for cost  reduction & increased customer satisfaction (cost, benefit and value). 8
    • Cost sensitive / value driven customers © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 9 9 Current Economic Drivers • Challenging / cautious economic outlook for 2010 / 2011. • Manage distributed workforce for increased utilisation / productivity. • “Hold tight” budgets / staff – Enjoying the profit angle.  • Cost sensitive / value driven customers – Companies must be cost concessions.  • Optimize band‐aided processes / bolted‐on technologies / work‐around for cost  reduction & increased customer satisfaction (cost, benefit and value). 9
    • Optimise: band-aided processes / bolted-on technologies / work-arounds…….. ……….. for cost reduction & increased customer satisfaction (cost, benefit and value). © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 10 10 Current Economic Drivers • Challenging / cautious economic outlook for 2010 / 2011. • Manage distributed workforce for increased utilisation / productivity. • “Hold tight” budgets / staff – Enjoying the profit angle.  • Cost sensitive / value driven customers – Companies must be cost concessions.  • Optimize band‐aided processes / bolted‐on technologies / work‐around for cost  reduction & increased customer satisfaction (cost, benefit and value). 10
    • What the Customer Expects! © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 11 11 • Anytime access / availability (7x24) to: Knowledgeable Customer Service Professionals Easy to find, easy to use self‐serve information • Immediate response (Speed). • Faster issue resolution / elimination. • Accurate  and consistent answers / solutions. 11
    • Anytime access / availability (7x24) to: • Knowledgeable Professionals • Self-serve information © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 12 12 • Anytime access / availability (7x24) to: Knowledgeable Customer Service Professionals Easy to find, easy to use self‐serve information • Immediate response (Speed). • Faster issue resolution / elimination. • Accurate  and consistent answers / solutions. 12
    • Immediate response (Speed). © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 13 13 • Anytime access / availability (7x24) to: Knowledgeable Customer Service Professionals Easy to find, easy to use self‐serve information • Immediate response (Speed). • Faster issue resolution / elimination. • Accurate  and consistent answers / solutions. 13
    • Faster issue resolution / elimination. © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 14 14 • Anytime access / availability (7x24) to: Knowledgeable Customer Service Professionals Easy to find, easy to use self‐serve information • Immediate response (Speed). • Faster issue resolution / elimination. • Accurate  and consistent answers / solutions. 14
    • Accurate and consistent answers / solutions. © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 15 15 • Anytime access / availability (7x24) to: Knowledgeable Customer Service Professionals Easy to find, easy to use self‐serve information • Immediate response (Speed). • Faster issue resolution / elimination. • Accurate  and consistent answers / solutions. 15
    • All Customers All Access Channels Improve efficiency, integration and cooperation across all customer ‘touch- points”. An Opportunity to…………………… © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 16 16 Improve efficiency, integration and cooperation across all customer ‘touch‐points”. Provide the same customer experience across all “touch‐points”. Automate and integrate all processes into one tightly unified, efficient system. Anticipate the customer’s needs and be proactive. 16
    • All Customers All Access Channels Provide the same customer experience across all “touch-points”. An Opportunity to…………………… © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 17 17 Improve efficiency, integration and cooperation across all customer ‘touch‐points”. Provide the same customer experience across all “touch‐points”. Automate and integrate all processes into one tightly unified, efficient system. Anticipate the customer’s needs and be proactive. 17
    • All Customers All Access Channels Automate and integrate all processes into one tightly unified, efficient system. An Opportunity to…………………… © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 18 18 Improve efficiency, integration and cooperation across all customer ‘touch‐points”. Provide the same customer experience across all “touch‐points”. Automate and integrate all processes into one tightly unified, efficient system. Anticipate the customer’s needs and be proactive. 18
    • All Customers All Access Channels Anticipate the customer’s needs and be proactive. An Opportunity to…………………… © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 19 19 Improve efficiency, integration and cooperation across all customer ‘touch‐points”. Provide the same customer experience across all “touch‐points”. Automate and integrate all processes into one tightly unified, efficient system. Anticipate the customer’s needs and be proactive. 19
    • All Customers All Access Channels Improve efficiency, integration and cooperation across all customer ‘touch- points”. An Opportunity to…………………… © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 20 20 Improve efficiency, integration and cooperation across all customer ‘touch‐points”. Provide the same customer experience across all “touch‐points”. Automate and integrate all processes into one tightly unified, efficient system. Anticipate the customer’s needs and be proactive. 20
    • Level-2 OLA Specialist Web/DB/Imaging SLA Level-2 UC Specialist IS OPS Services New Customers Level-2 Specialist Network & Technical Customer Support Services Level-3 Vendor Support Level-2 Applications HELP@YOURCOMPANY.COM Specialist QA/Security Exiting Customers Center Level-3 www.HELPME.COM Vendor Support 1-800.HELPME Level-2 Programs Specialist Business Portal Services Level-3 Vendor Support Level-2 Infrastructure Employees Specialist CRM / Architecture Level-2 Specialist Business System Services Level-2 Partners Specialist Bus. Analysis & Process Services Introducing the Service Structure ……………………………… © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 21 21 Improve efficiency, integration and cooperation across all customer ‘touch‐points”. Provide the same customer experience across all “touch‐points”. Automate and integrate all processes into one tightly unified, efficient system. Anticipate the customer’s needs and be proactive. 21
    • Level-2 OLA Specialist Web/DB/Imaging SLA Level-2 UC Specialist IS OPS Services New Customers Level-2 Specialist Network & Technical Customer Support Services Level-3 Vendor Support Level-2 Applications HELP@YOURCOMPANY.COM Specialist QA/Security Exiting Customers Center Level-3 www.HELPME.COM Vendor Support 1-800.HELPME Level-2 Programs Specialist Business Portal Services Level-3 Vendor Support Level-2 Infrastructure Employees Specialist CRM / Architecture Level-2 Specialist Business System Services Level-2 Partners Specialist Bus. Analysis & Process Services Introducing the Service Strategy ………………………………… Questions, Issues Provide Knowledge Response Hold Vendor & Requests / Training / Resolution Accountable © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 22 22 Improve efficiency, integration and cooperation across all customer ‘touch‐points”. Provide the same customer experience across all “touch‐points”. Automate and integrate all processes into one tightly unified, efficient system. Anticipate the customer’s needs and be proactive. 22
    • Level-2 OLA Specialist Web/DB/Imaging SLA Level-2 UC Specialist IS OPS Services New Customers Level-2 Specialist Network & Technical Customer Support Services Level-3 Vendor Support Level-2 Applications HELP@YOURCOMPANY.COM Specialist QA/Security Exiting Customers Center Level-3 www.HELPME.COM Vendor Support 1-800.HELPME Level-2 Programs Specialist Business Portal Services Level-3 Vendor Support Level-2 Infrastructure Employees Specialist CRM / Architecture Level-2 Specialist Business System Services Level-2 Partners Specialist Bus. Analysis & Process Services Introducing the Shift-left Strategy to reduce support costs Increase Call Elimination / Reduce Reduce / Eliminate First Contact Self-service Escalations Dispatch Res (FCR) © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 23 23 Improve efficiency, integration and cooperation across all customer ‘touch‐points”. Provide the same customer experience across all “touch‐points”. Automate and integrate all processes into one tightly unified, efficient system. Anticipate the customer’s needs and be proactive. 23
    • Create a seamless, transparent and WOW customer experience 1.Simplify © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 24 24 24
    • Create a seamless, transparent and WOW customer experience 2.Prioritise © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 25 25 25
    • Create a seamless, transparent and WOW customer experience 3.Measure © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 26 26 26
    • Create a seamless, transparent and WOW customer experience 4.Relevant © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 27 27 27
    • Poll • How do you currently measure customer satisfaction? • Transaction Surveys • Periodic Surveys • Focus groups • Informal customer calls / emails • Other © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 28
    • efficient. effective.processes Tools & Tools & Technologies Technologies People People Structure & Structure & (Education (Education Strategy Strategy & Staffing) & Staffing) Service Service Organisation Organisation Customer Customer Measurement Measurement Service Service & Reporting & Reporting Processes Processes © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 29 29 29
    • efficient. effective.processes Tools & Tools & Technologies Technologies engaged.utilised.people People People Structure & Structure & (Education (Education Strategy Strategy & Staffing) & Staffing) Service Service Organisation Organisation Customer Customer Measurement Measurement Service Service & Reporting & Reporting Processes Processes © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 30 30 30
    • efficient. effective.processes Tools & Tools & Technologies Technologies engaged.utilised.people People People Structure & Structure & (Education (Education Strategy Strategy & Staffing) & Staffing) Service automate.integrate.tools Service Organisation Organisation Customer Customer Measurement Measurement Service Service & Reporting & Reporting Processes Processes © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 31 31 31
    • efficient. effective.processes Tools & Tools & Technologies Technologies engaged.utilised.people People People Structure & Structure & (Education (Education Strategy Strategy & Staffing) & Staffing) Service automate.integrate.tools Service Organisation Organisation Customer Customer Measurement Measurement Service Service & Reporting & Reporting financial.performance.metrics Processes Processes © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 32 32 32
    • efficient. effective.processes Tools & Tools & Technologies Technologies engaged.utilised.people People People Structure & Structure & (Education (Education Strategy Strategy & Staffing) & Staffing) Service automate.integrate.tools Service Organisation Organisation Customer Customer Measurement Measurement Service Service & Reporting & Reporting financial.performance.metrics Processes Processes differentiate.your.customerservice © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 33 33 33
    • Collaboration Share knowledge, tools, expertise and processes. Cooperation © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 34 34 Build good working relationships (Collaboration / Cooperation) with all back office internal  groups. Share knowledge, tools, expertise and processes. Provide the same unified, seamless and transparent customer experience across all “touch‐ points”. Simplify process by minimising hand‐offs/”touch‐points”. Document everyone’s role and responsibilities. Properly prioritise issues based on customer value / transaction value / resource  availability. 34
    • Collaboration Provide transparent, consistent service across all “touch- points”. Cooperation © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 35 35 Build good working relationships (Collaboration / Cooperation) with all back office internal  groups. Share knowledge, tools, expertise and processes. Provide the same unified, seamless and transparent customer experience across all “touch‐ points”. Simplify process by minimising hand‐offs/”touch‐points”. Document everyone’s role and responsibilities. Properly prioritise issues based on customer value / transaction value / resource  availability. 35
    • Collaboration Minimise hand- offs/”touch- points”. Cooperation © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 36 36 Build good working relationships (Collaboration / Cooperation) with all back office internal  groups. Share knowledge, tools, expertise and processes. Provide the same unified, seamless and transparent customer experience across all “touch‐ points”. Simplify process by minimising hand‐offs/”touch‐points”. Document everyone’s role and responsibilities. Properly prioritise issues based on customer value / transaction value / resource  availability. 36
    • Collaboration Document roles and responsibilities. Cooperation © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 37 37 Build good working relationships (Collaboration / Cooperation) with all back office internal  groups. Share knowledge, tools, expertise and processes. Provide the same unified, seamless and transparent customer experience across all “touch‐ points”. Simplify process by minimising hand‐offs/”touch‐points”. Document everyone’s role and responsibilities. Properly prioritise issues based on customer value / transaction value / resource  availability. 37
    • Prioritise issues based on customer value / transaction value / resource availability. © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 38 38 Build good working relationships (Collaboration / Cooperation) with all back office internal  groups. Share knowledge, tools, expertise and processes. Provide the same unified, seamless and transparent customer experience across all “touch‐ points”. Simplify process by minimising hand‐offs/”touch‐points”. Document everyone’s role and responsibilities. Properly prioritise issues based on customer value / transaction value / resource  availability. 38
    • Without Customers There would be no business and therefore no need for my services © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 39 39 Think differently, creatively about how you deliver services. Innovate and work hard to treat every. customer like they were your only customer. WOW Them! Do something for them they wouldn’t expect. 39
    • voice Listen & Learn of the customer Service Differentiation © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 40 40 1. Be the “voice of the customer”. 2. Listen to / Learn from your customer Know what’s important to them. Ask what you are NOT doing, not just what you are doing well and not  doing well. Survey customers who are NOT using your services. 3. Identify and leverage customer champions (external) and  senior customer sponsors (internal). 4. Know why you win customers (attraction), why you lose   them (defection) and what can you do to prevent losing  them (loyalty, retention & profitability). 40
    • engaged.happy.employees Role Clarity © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 41 41 Traits of engaged, happy employees: • Clear about the desired outcomes of their role.  • Challenge purpose to achieve goals.  • High energy and enthusiasm.  • Natural innovation and drive for efficiency.  • Emotionally committed to what they do.  • Commitment to company, work group, and role. 41
    • engaged.happy.employees Role Clarity Goal Oriented © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 42 42 Traits of engaged, happy employees: • Clear about the desired outcomes of their role.  • Challenge purpose to achieve goals.  • High energy and enthusiasm.  • Natural innovation and drive for efficiency.  • Emotionally committed to what they do.  • Commitment to company, work group, and role. 42
    • engaged.happy.employees Role Clarity Goal Oriented Always Motivated © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 43 43 Traits of engaged, happy employees: • Clear about the desired outcomes of their role.  • Challenge purpose to achieve goals.  • High energy and enthusiasm.  • Natural innovation and drive for efficiency.  • Emotionally committed to what they do.  • Commitment to company, work group, and role. 43
    • engaged.happy.employees Role Clarity Goal Oriented Always Motivated © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved Committed44 44 Traits of engaged, happy employees: • Clear about the desired outcomes of their role.  • Challenge purpose to achieve goals.  • High energy and enthusiasm.  • Natural innovation and drive for efficiency.  • Emotionally committed to what they do.  • Commitment to company, work group, and role. 44
    • Happy Customers? © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 45 45 Provide a positive customer service experience  through: 1. Caring, professional, and courteous interactions. 2. Exploring the customers needs and basing solutions on needs. 3. Taking ownership of issue and communicating necessary steps to solution. 4. Following‐up with customer to assure needs were met and satisfaction  with the solution. 45
    • Quality Monitoring First Contact Resolution Best Practice Processes Incident Management © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 46 46 Quality Monitoring Provides managers with transparency into support sessions.  Session recording for training and agent improvement. Ensure consistent and professional customer experience.  First Contact Resolution Timely closure, Quality resolution, Customer satisfaction index).  Efficiency and Effectiveness metrics: Resolution cost/time & Resource  utilisation. Incident Management Track the total “customer experience” with metrics, monitoring and  surveys. Integrate Remote Capabilities into your Incident management  process/tool.   46 Measure and report response/resolution compliance to SLA
    • Eliminate Solve Deflect Huddle © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 47 47 Provide customers access to alternate channels  to reduce volume of calls and emails. Perform root cause analysis to identify and  eliminate repetitive issues, problems & calls. Focus on the self‐service channel where: Access is 24x7 and global. Knowledge created once and utilised frequently. Customer satisfaction is increased. Achieve both call deflection at a lower cost. Increase capacity to improve SLAs and perform higher  valued tasks. 47
    • FCR BullsEye © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 48 48 • On average, every 1% percent increase in first‐contact  resolution (FCR) results in a 0.64% increase in customer  satisfaction. • Efficiency metrics: – Resolution cost & Resource utilisation. • Effectiveness metrics: – Timely closure, Quality resolution, Customer satisfaction index).  • Drive total support cost down while continuing to offer self‐ service solutions. • Mean Time To Resolve (MTTR) decreases through seamless  team collaboration. 48
    • FCR BullsEye CSI MTTR COSTS © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 49 49 • On average, every 1% percent increase in first‐contact  resolution (FCR) results in a 0.64% increase in customer  satisfaction. • Efficiency metrics: – Resolution cost & Resource utilisation. • Effectiveness metrics: – Timely closure, Quality resolution, Customer satisfaction index).  • Drive total support cost down while continuing to offer self‐ service solutions. • Mean Time To Resolve (MTTR) decreases through seamless  team collaboration. 49
    • It’s a New Day…… Let’s Resolve to: 1. Increase First Call Resolution © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 50 50 Increase First Call Resolution / First Level Resolution …..Lower cost per inquiry, request or  issue. Know what call types you answer, fulfill or resolve at FC. Know what call types you escalate. Target call types for FCR that are currently being escalated. Work with back office managers to provide training, access, and knowledge. Handle all requests, password resets and repetitive “How‐To” training through Self‐Service  Portal (L0).  50
    • It’s a New Day…… Let’s Resolve to: 1. Increase First Call Resolution 2. Know Who Calls © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 51 51 Increase First Call Resolution / First Level Resolution …..Lower cost per inquiry, request or  issue. Know what call types you answer, fulfill or resolve at FC. Know what call types you escalate. Target call types for FCR that are currently being escalated. Work with back office managers to provide training, access, and knowledge. Handle all requests, password resets and repetitive “How‐To” training through Self‐Service  Portal (L0).  51
    • It’s a New Day…… Let’s Resolve to: 1. Increase First Call Resolution 2. Know Who Calls 3. Know Why They Call © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 52 52 Increase First Call Resolution / First Level Resolution …..Lower cost per inquiry, request or  issue. Know what call types you answer, fulfill or resolve at FC. Know what call types you escalate. Target call types for FCR that are currently being escalated. Work with back office managers to provide training, access, and knowledge. Handle all requests, password resets and repetitive “How‐To” training through Self‐Service  Portal (L0).  52
    • It’s a New Day…… Let’s Resolve to: 1. Increase First Call Resolution 2. Know Who Calls 3. Know Why They Call 4. Know Who Solves It © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 53 53 Increase First Call Resolution / First Level Resolution …..Lower cost per inquiry, request or  issue. Know what call types you answer, fulfill or resolve at FC. Know what call types you escalate. Target call types for FCR that are currently being escalated. Work with back office managers to provide training, access, and knowledge. Handle all requests, password resets and repetitive “How‐To” training through Self‐Service  Portal (L0).  53
    • It’s a New Day…… Let’s Resolve to: 1. Increase First Call Resolution 2. Know Who Calls 3. Know Why They Call 4. Know Who Solves It 5. Shift Resolution / Cost Effective © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 54 54 Increase First Call Resolution / First Level Resolution …..Lower cost per inquiry, request or  issue. Know what call types you answer, fulfill or resolve at FC. Know what call types you escalate. Target call types for FCR that are currently being escalated. Work with back office managers to provide training, access, and knowledge. Handle all requests, password resets and repetitive “How‐To” training through Self‐Service  Portal (L0).  54
    • Remotely connect, diagnose and resolve technical problems. © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 55 55 Remote Support: Providing support professionals in any location the ability to access,  troubleshoot, diagnose, upgrade, or fix any computing device anywhere  around the world – without ever leaving their desks. Service Delivery: Remotely connect to user’s client device and ‘see’ the problem. Reduces onsite visits required for software deployment, training, upgrades  and/or configuration changes. Immediate Benefits: Handle more support requests in less time.  Lower support costs by reducing costly escalations and desk‐side visits (e.g.  travel time).  Increase first‐call resolution rates. Reduce overall incident‐handling times (MTTR). Increase customer satisfaction. 55
    • Customer Back Office Self-service Care Support Technical $100 + $100 + Technologist/D Technologist/D $35+ $35+ evelopers evelopers Escalated Escalated Cost call call $18-$23 $18-$23 First contact First contact resolution tts s resolution en me n $2 -- $12 $2 $12 ve m ov e prro iim p tt m Sa . Sa Automated Automated ustt. us A &C &C self-service self- A self-service SL , SL gs , ng s aviin av stt s s Categorize Call Categorize Call Co s Co Types in Level they are Types in Level they are Call Elimination Call Elimination Resolved in Resolved in Mean time to resolution Bring visibility to repetitive, costly issues, questions and requests . © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 56 56 1. Examine all issues, questions and requests and where they are ultimately resolved – shift resolution to the most‐efficient and cost‐effective resources. . 2. Track percentage of resolved cases by resource, team, and location along with cost,  utilisation and effectiveness metrics.  3. Calculate a cost per call / contact / resolution along with analysis and plans to  shift  costs left / lower. 56
    • Customer Back Office Self-service Care Support Technical $100 + $100 + Technologist/D Technologist/D $35+ $35+ evelopers evelopers Escalated Escalated Cost call call $18-$23 $18-$23 First contact First contact resolution tts s resolution en me n $2 -- $12 $2 $12 ve m ov e prro iim p tt m Sa . Sa Automated Automated ustt. us A &C &C self-service self- A self-service SL , SL gs , ng s aviin av stt s s Categorize Call Categorize Call Co s Co Types in Level they are Types in Level they are Call Elimination Call Elimination Resolved in Resolved in Mean time to resolution Focus on the ones continually being escalated to costlier levels of support. © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 57 57 1. Examine all issues, questions and requests and where they are ultimately resolved – shift resolution to the most‐efficient and cost‐effective resources. . 2. Track percentage of resolved cases by resource, team, and location along with cost,  utilisation and effectiveness metrics.  3. Calculate a cost per call / contact / resolution along with analysis and plans to  shift  costs left / lower. 57
    • Source: HDI 2009 Practice & Salary Survey Know Your Costs / Know Your Value / Know The Difference! © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 58 58 • Show value. Compare and contrast. Know you baseline. • Prove financial impact of cost reduction strategies and continuous improvement  initiatives • Justify investments using financial metrics..  Defend empirically against external threats. • Reduce the cost of running your business 58
    • REPORTING Collect 100% of all customer transactions and tasks in a centralised data base and have real time and historical insights into your business, performance and customer preferences and habits. 59 © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 59 At The End of the Day, Does Your Reporting Determine Success/Failure. Tell a success story. Validate beliefs or assumptions. Measure performance. Determine your organisational value. Identify areas of action. 59
    • REPORTING Success or Failure? © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 60 60 At The End of the Day, Does Your Reporting Determine Success/Failure. Tell a success story. Validate beliefs or assumptions. Measure performance. Determine your organisational value. Identify areas of action. 60
    • REPORTING Fact or Fiction? © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 61 61 At The End of the Day, Does Your Reporting Determine Success/Failure. Tell a success story. Validate beliefs or assumptions. Measure performance. Determine your organisational value. Identify areas of action. 61
    • REPORTING Actionable or Useless? © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 62 62 At The End of the Day, Does Your Reporting Determine Success/Failure. Tell a success story. Validate beliefs or assumptions. Measure performance. Determine your organisational value. Identify areas of action. 62
    • REPORTING Valuable or Worthless? © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 63 63 At The End of the Day, Does Your Reporting Determine Success/Failure. Tell a success story. Validate beliefs or assumptions. Measure performance. Determine your organisational value. Identify areas of action. 63
    • & Type question here © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 64 64
    • Start delivering remote support today! Please call now to have all your questions answered. Try it Free 1800 451 458 (Australia) 0800 424 874 (New Zealand) www.GoToAssist.com We will send you a link to the recorded session within 24 hours. Thank you for attending! © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 65 As we wrap up today’s Lunch+Learn Webinar, thanks go out to our sponsor Citrix  GoToTraining.  And if you would like to learn more about their easy to use online training  tools, please give the their team a call now.  They’ll be happy to answer any questions and  provide you with a free trial. To help us bring you only the best Lunch+Learn Webinars – as you exit today’s Webinar,  you will be prompted to take a short survey.  Besides the opportunity to provide us with  direct feedback about today’s Webinar and request a free trial of GoToTraining, you can  also opt‐in to receive via email the handout notes from today’s session and Roger’s  whitepaper ‘Engage! How to Avoid the Seven Sins of Live, Online Presentations’ . I’d also like to thank our guest speakers today.  Thank you Roger – it’s obvious by the  attendance levels today and the great questions that your presentations were highly  appreciated. And lastly, thanks to YOU for attending and your involvement in today’s event – we  appreciate it.  All the best! 65
    • #doubleE © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 66 66