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Contact Center Customer Experience Webinar Series | Connect First

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A shift is underway in the contact center industry as customers derive both power and influence from advances in technology. Contact centers that want to survive this shift need to understand that the age of the consumer is upon us, and customer experience is the key differentiator for standing out among competitors. From bringing in repeat business to influencing customers to recommending your organization to other customers, the experience is both powerful and critical to the success of any company. This webinar series will discuss:

1. What is Customer Experience?
2. Measuring Customer Experience
3. Best Practices and Strategy around Customer Experience
4. Technology and Customer Experience

Published in: Technology
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Contact Center Customer Experience Webinar Series | Connect First

  1. 1. CUSTOMER EXPERIENCE 2015 Webinar Series
  2. 2. We will be answering attendee questions at the end of the webinar. Send question in through the Q&A feature on the GoToWebinar side panel Questions?
  3. 3. Presenters
  4. 4. Christa Heibel is a career entrepreneur and management consultant with a real passion for starting, growing and fixing businesses. She is a leader and a strategist with a unique ability to understand the critical role and balance between process, people and technology. Christa thrives on trying to find the right combination of all of these to assist in creating the most efficient, profitable and positive outcome for all shareholders. With a broad background, her area of expertise is the contact center space where Christa has successfully developed, implemented and managed numerous call center operations since 1992. Christa Heibel Principal and Consultant at CH Consulting Group
  5. 5. John Franco Regional VP of Sales at Connect First John Franco is a sales and marketing veteran with more than 21 years of expertise in providing Hosted Contact Center services and technology to contact centers throughout the Americas and EMEA. John’s experience ranges from start-ups to Fortune 1000 companies across multiple vertical markets throughout North America, EMEA and Latin America. John has published numerous articles in the areas of inside sales, customer service excellence, field sales, sales management and marketing best practices. He has presented to audiences of all sizes on these and other topics in the areas of sales and strategic account management and thought leadership.
  6. 6. Agenda Delivering an Outstanding Customer Experience Section 1: The Case for Improving Customer Experience Section 2: What is Customer Experience? Section 3: Customer Experience Strategy (People, Process, Tech) Section 4: Customer Experience KPIs Section 5: In-House vs. Outsourcing Section 6: Key Takeaways and Q&A
  7. 7.  Process Improvement  Automation  CTI  Integration  Reporting and Analysis  Training  Workflow  Call Flow  Call Routing  WFM  Increased top line revenue  Increased average sale/order  Increased customer retention  Increased efficiency  Increased profit/bottom line  Decreased costs  Decreased turn over  Decreased cost per transaction Case Study Data
  8. 8. “Poor customer experiences result in an estimated $83 billion loss by U.S. enterprises each year because of defections and abandoned purchases.” of consumers quit doing business with a company because of bad customer experience. said they would only try to reach support once before giving up on a purchase. 86% 51%
  9. 9. of customers say improved interaction with a service employee is their key driver for spending more with a company when asked what their top reason was for giving up on a brand, customers cited rude and incompetent staff as the primary driver of customer who experience bad service will switch brands What do customers really want? 89% 73% 40%
  10. 10. Harvard Business Review defines Customer Experience as: What is Customer Experience? “the sum-totality of how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a customer.”
  11. 11. 2010 Consumer Expectations 2015 Trends on Consumer Expectations  Customers wanted a good quality product at a competitive price and the ease of doing business.  Good Customer Service  Trend is showing customer centric, omni-channel and self-service for 24/7 access.  Personalized service.  Fast resolution to issues. Consumer Expectations
  12. 12. 1. Customers expect speedy resolutions 2. Accuracy 3. Self-Service 4. Extended hours 5. Omni channel integrations 6. Expect company to monitor customer communications 7. Customers dislike overly scripted responses 7 Impact Zones for Delivering an Outstanding Customer Experience
  13. 13. Process “ Our research shows that a common attribute of great contact centers is their ability to assemble and optimize three elements: people, process and technology” Benchmark Portal Consumer Experience Strategy People Technology
  14. 14.  Recruitment & Hiring  Training  Culture of Empowerment  Performance Management Strategy: People
  15. 15. Strategy: Process  Strategy  Automation  Voice of the Customer  Quality
  16. 16.  ACD  PBX  CRM  ERP  WFO  WFM  Surveying applications  Speech analytics  Social media  eLearning Strategy: Technology Can the hosted/cloud-based contact center integrate with premise-based or hosted?
  17. 17. Strategy: Technology (cont.) Do you use industry standard protocols to integrate with other platforms? Do you have multiple geography diverse production sites for redundancy and load balancing? Is there automatic failover if a primary site is unavailable? Do you have a contingency site? Do you have a disaster recovery plan? How often do you update or upgrade the software? Is it included or do I have to pay extra? Will I have downtime?
  18. 18. Customer expectations on the Customer Experience change with customer‘s need. Simple Inquiry Ex: What’s my balance? Complex Inquiry Ex: I want to set up an account 0% 5% 10% 15% 20% 25% 30% 35% 40% Text Message Social Media Automated Voice Online Chat Web/Email Face-to-Face Live Agent 0% 5% 10% 15% 20% 25% 30% 35% 40% Text Message Social Media Automated Voice Online Chat Web/Email Face-to-Face Live Agent 16% 38 %
  19. 19.  Average Handle Time  Agent Satisfaction  Calls Per Agent/Hour  Queue Time  Quality Scoring  First Call Resolution  Occupancy Percentage  Service Level Agreement  Customer Satisfaction  Cost per Contact Customer Experience KPIs
  20. 20. In-house Pros Outsource Pros  Vital insights from the customer conversations  Integration of all center with organization’s resources  Technical/product expertise  Support local economy  Ease of access to staff and more control over functions  Lower operational and labor costs  Ability for company to continue to focus on core business processes  Leverage global knowledge base  Free up internal resources  Efficiency in processes  Expand company market In-House or Outsource
  21. 21.  People, Process and Technology!!  Organizational priorities! Ask the right questions!  Feedback Loop – KPI and Analysis  Expertise: In-house vs. Outsourcing & Strategic Partners  Budgeting & Cost Analysis Customer Experience Check List
  22. 22. Partner: Christa Heibel (ch@chconsultinggroup.com) 218-286-4006 John Franco (jfranco@connectfirst.com) 888-965-1588
  23. 23. Upcoming Connect First Webinars Wednesday October 7th, 1PM EST Round-tabling what has and has not worked in their contact centers for delivering an outstanding customer experience.’ Register: www.ConnectFirst.com
  24. 24. Upcoming Connect First Webinars Wednesday, October 14, 2015 – 1 pm EDT Featuring: Mac Murray Peterson and Shuster, Connect First, Compliance Point and PACE Register: www.ConnectFirst.com
  25. 25. Thank you!

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