Leading Irish experts share their views on building successful customer service in contact centres. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
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You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
3. It is now estimated that there are over
40,000 people employed in the Contact
Centre & Shared Services industry in Ireland
Companies are focusing heavily on People
Development over the coming years
Average Absenteeism (6%) and Staff
Attrition (16.8%) rates continue to be below
the European average. Note 2013 figures
Respondents envisaged an increase in the
adoption of interactive communication
methods such as web chat (39%), social
(18%) and video (10%)
Key Findings CCMA UCD Research 2014
4. Customers want/expect to self serve for
simple transactions
Customer service enquiries are more complex
Voice transactions are becoming longer
Customers are driving channel choice
Customers expect advisors to be more
knowledgeable than ever
Social media activity has moved into the front
line
Challenges for Contact
Centres
5. Cloud technology growth
Web chat fastest growing channel
Mobile apps set to bypass traditional IVR
processes
Equipping agents to deliver social media support
Voice Analytics
Knowledge Management systems deployment
Customer Journey Mapping
Technology Trends
6. Stuck In A Time Warp?
Source: Parature 2014 State of Multichannel Customer Service Survey – 1,000 US consumers
Key Reasons for Poor Customer Service
Experience
8. 1. Corporate attitude
2. They’re easy to do business with
3. They’re helpful when I have a problem
4. The attitude of their people
5. Personalisation
6. The product or service
7. They’re consistent
8. The way it makes me feel
9. The way they treat me
10.They’re reliable
11.They do what they promise
12.They’re quick
13.The technical knowledge of their people
9. The Basis of Customer CX is Emotional, Functional
and Accessible
11. • Upcoming trends and challenges in the industry involve talent
management, customer journey mapping and rising channels like
web chat
• Customers want companies to know them and to treat them like
individuals
• Agents need to have a high level of knowledge and the right tools
to deliver a high standard of service
• The contact centre must become the central hub for customer
experience
12. “Keep customer focus at the
heart of the organisation to
achieve customer satisfaction
and loyalty“
- Dorothy O’Byrne, CCMA Ireland
16. • Transactional
• Limited empowerment of
agents
• Reactive
• Did not know customer
• Single channel
• Silo - Front office
• Attended hour model
• Did not lead client
• Supplier relationship
Evolution of Abtran:
From Call Centre to Customer Service
Then
• Holistic approach
• Empowered agent
• Proactive
• Know the customer
• Multichannel
• Integrated across clients – front
and back office
• Outcomes-based
• Transforming client business with
digital and analytics services
• Strategic partner relationship
Now
19. Technology has enabled Abtran to be
more flexible and responsive, and to
become an outcomes-based
organisation
Skype for Business is a clear direction for
the sector to move in
20. “If agents are not enabled,
then they cannot give the
ultimate customer experience“
- Martin Leahy, CTO of Abtran
23. Customers
• Clarity
• 5 P’s
Staff
• Competency
• Informed Decisions
Process
• Simplify
• Automatexs
Systems
• Best of Breed
• Resource Access
24. 0 5 10 15 20 25 30 35
Quote
Order
Paper Flow
Total Mins.
3
3
25
31
5
1
4
10
67% Process Time Improvement
New Times Old Times
Constancy – Consistency – Conformance – Clarity
So What ?
26. Ask “Is good… enough?”
Strive for excellence in IT structures and future proof
Consider the value chain in an organisation
“To achieve simplicity is not simple”
Complexity adds cost rather than value; and that
companies with simple processes enjoy higher profits
Hire multi-skilled employees with a strong portfolio of
skills
27. “The customer experience
must be seamless across
every touch point in your
organisation”
- Michael Tracey, GM of Ace Express
30. 3 0
Unified Service Desk
Unified Service Desk
supported by Microsoft
Dynamics xRM
Underpinned by
ONE ERGO
Developed on
Microsoft Technology
31. 3 1
Single View of Customer
- One source of truth
ONE ERGO
- Part of our DNA
Better Business
- Improved customer relationships and engagement
- More profitable business
Driving Better Business
33. Crucial need for a single, 360-degree view of customers based
on relevant, scalable technologies
Before investing in IT, “understand what success looks like,
understand your competencies, and understand customer
expectations”
To achieve success requires commitment from the c-suite and a
strong technology partner
Microsoft Dynamics xRM:
“Gives one view of the customer and has become part of the
DNA of Ergo”.
“Provides real-time reporting, which drives better business
outcomes and decision making for Ergo”
36. Critical to have a single view of the customer as offered
by Microsoft Dynamics
One emerging trend in modern contact centres is the
focus on personal effectiveness KPIs
A key benefit of telephony in the cloud, such as Skype for
Business, is that you can easily switch it on and off to see
whether it is feasible
37. “There is no need to rip and
replace your existing
telephony; Skype for Business
when integrated with CRM,
offers a software only call
centre solution“
- Dave Keddy, Microsoft
38. • Test Drive Microsoft Dynamics CRM for Customer Service – click
Get Started Today
39. • Register for a 1:1 Customer Engagement Workshop – visit
http://aka.ms/Dynamics1to1
• Get in touch with Microsoft Dynamics expert, David Nagle -
dnagle@microsoft.com
Take The First Step
Editor's Notes
Virtual agents are speech- or text-driven applications that facilitate much of what can be done with a live agent. Sort of like an IVR, but with a persona and conversational capabilities. They allow a customer to cut to the chase and ask a question, have a dialog and go through transactions, or be routed quickly to the right spot rather than go through tedious menu prompts. Depending upon the degree of sophistication, these agents can offload a tremendous amount of calls from a contact center, and help complete transactions on the web. But they can also reinforce a company’s brand image because the personas can be designed to closely represent the type of agent and way a company wants their agents to interact with customers. Virtual agents can be smart, friendly, helpful, knowledgeable and consistently on-message with respect to brand values, which it is hard to get live agents to consistently do.
Virtual agents aren’t new. They have been around for a long time, but haven’t taken off in a big way, but that is changing. Perhaps the biggest constraint has been the lack of awareness about them and what they do,
