LAYOUT: TITLE AND CONTENT,                                  First level text is Arial 20pt, no bullet with a line         ...
Customers Have the Power!© 2009 RightNow Technologies, Inc.
Three ExperiencesAND CONTENT,                    LAYOUT: TITLE REALLY Matter                            First level text i...
87%               LAYOUT: TITLE AND CONTENT,   Will stop doing text is Arialand 12ptorganization after           First lev...
LAYOUT: TITLE AND CONTENT,                            First level text is Arial 20pt, no bullet with a line               ...
LAYOUT: TITLE AND CONTENT,                            First level text is Arial 20pt, no bullet with a line               ...
Exciting, New, Breakthrough CONTENT,              LAYOUT: TITLE AND Technology                                  First leve...
LAYOUT: TITLEApplications are what                                          AND CONTENT,                                  ...
The Payoff is Tangible                                                                       Focus On Customer            ...
Sample Dialog Analysis AND CONTENT,       LAYOUT: TITLE       IVR        First level text is Arial 20pt, no bullet with a ...
BuildingLAYOUT: TITLE AND CONTENT,         a Business Case           Track First completions 20pt, no bullet with a line  ...
LAYOUT: TITLE AND CONTENT,             First level text is Arial 20pt, no bullet with a line           My customers do not...
Key Strategies for Driving Self-Service                                  LAYOUT: TITLE AND CONTENT,                   Firs...
LAYOUT: TITLE AND CONTENT,                                  First level text is Arial 20pt, no bullet with a line         ...
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What Can Help CC Managers Cut Costs Raise Revenues & Improve Customer Service Experience ALL At Once? - 2011 KC Call Center EXPO

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If 85% of all customers are disatisfied with their phone experiences with companies, how do you ensure you're not part of this majority? The 2011 KC Call Center EXPO, in combination with OpenMethods, broached and answered this question. By focusing on the customer and their experience, by truly tuning into the voice of your customer, the payoff becomes more than tangible! Check out this terrific presentation from the 2011 KC Call Center EXPO for more...

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What Can Help CC Managers Cut Costs Raise Revenues & Improve Customer Service Experience ALL At Once? - 2011 KC Call Center EXPO

  1. 1. LAYOUT: TITLE AND CONTENT, First level text is Arial 20pt, no bullet with a line spacing of 0.95, and 12pt space before What can help Contact Center paragraph. Left Managers cut costs? Tim Barnes, CTO OpenMethods © 2009 RightNow Technologies, Inc.© OpenMethods, LLC. 2003-2010
  2. 2. Customers Have the Power!© 2009 RightNow Technologies, Inc.
  3. 3. Three ExperiencesAND CONTENT, LAYOUT: TITLE REALLY Matter First level text is Arial 20pt, no bullet with a line spacing of 0.95, and 12pt space before paragraph. Left© 2009 RightNow Technologies, Inc.
  4. 4. 87% LAYOUT: TITLE AND CONTENT, Will stop doing text is Arialand 12ptorganization after First level business 20pt, nospace beforea line spacing of 0.95, with bullet with a bad experience paragraph. Left #1 Reason to recommend a company: Outstanding service (not price or product quality) Source: Harris Interactive Survey 2008© 2009 RightNow Technologies, Inc.
  5. 5. LAYOUT: TITLE AND CONTENT, First level text is Arial 20pt, no bullet with a line spacing of 0.95, and 12pt space before paragraph. Left 92% of All Customer Interactions Happen via the Phone Source: Gartner© 2009 RightNow Technologies, Inc. © OpenMethods,
  6. 6. LAYOUT: TITLE AND CONTENT, First level text is Arial 20pt, no bullet with a line spacing of 0.95, and 12pt space before paragraph. Left 85% of Consumers Are Dissatisfied with Their Phone Experience Source: Harris Interactive© 2009 RightNow Technologies, Inc. ©
  7. 7. Exciting, New, Breakthrough CONTENT, LAYOUT: TITLE AND Technology First level text is Arial 20pt, no bullet with a line spacing of 0.95, and 12pt space before paragraph. Left http://www.youtube.com/watch?v=KUnCGQ7k0xo © 2009 RightNow Technologies, Inc.© OpenMethods, LLC. 2003-2010
  8. 8. LAYOUT: TITLEApplications are what AND CONTENT, customers “experience”. First level text is ArialBuilding great 20pt, no bullet with a line spacing of 0.95, and 12pt space before unique applications takes paragraph. Left resources, time and money. Applications should be easily customized and reusable. Applications cannot be created in a development silo, input is required from non-technical stakeholders.© 2009 RightNow Technologies, Inc.
  9. 9. The Payoff is Tangible Focus On Customer Higher Experience Drives: Profitability Growth 60% Higher Profits In than Competitors Revenue s 2X as Likely to Exceed Enhanced Financial Analyst Customer Expectations Experience 10% to 25% Greater Increase Impact on Customer d Loyalty and Revenue Brand Than Sales or Source: Gartner Loyalty Marketing Initiatives Source: Gartner, Shaw & Ivens© 2009 RightNow Technologies, Inc. © OpenMethod
  10. 10. Sample Dialog Analysis AND CONTENT, LAYOUT: TITLE IVR First level text is Arial 20pt, no bullet with a line System: “Welcome to Acme Rewards.”12pt space before spacing of 0.95, and paragraph. Left System: “For new orders press 1. To check the status of an order press 2. To check your rewards balance press 3. To change your personal information press 4.” User: DTMF 4 System: “To change your shipping address press 1. To change your password press 2.” User: DTMF 2 System proceeds to password reset module. Speech System: “Welcome to Acme Rewards. How can we help you today?” User: “I’d like to change my password.” System proceeds to password reset module.© 2009 RightNow Technologies, Inc.
  11. 11. BuildingLAYOUT: TITLE AND CONTENT, a Business Case Track First completions 20pt, no bullet with a line call level text is Arial within IVR spacing oftoday and 12pt space before system 0.95, No. of calls 50,000 paragraph. Left Calculate cost per call Estimate increase in Cost calls @ $300,000 automation with speech $6/call Base ROI on % of % automated 20% transactions successfully automated compared Cost self- $2,500 with current state serve $0.25* Calculate an ROI Savings $52,500© 2009 RightNow Technologies, Inc.
  12. 12. LAYOUT: TITLE AND CONTENT, First level text is Arial 20pt, no bullet with a line My customers do not like spacing of 0.95, and 12pt space before IVR/speech and or Left not adapt paragraph. will to change! http://www.youtube.com/watch?v=PuYPOC-gCGA © 2009 RightNow Technologies, Inc.© OpenMethods, LLC. 2003-2010
  13. 13. Key Strategies for Driving Self-Service LAYOUT: TITLE AND CONTENT, First level text is Arial 20pt, no bullet with a line Transparency of 0.95, and 12pt space before spacing paragraph. Left Feedback Partial Call Completion Speech © 2009 RightNow Technologies, Inc.© OpenMethods, LLC. 2003-2010
  14. 14. LAYOUT: TITLE AND CONTENT, First level text is Arial 20pt, no bullet with a line spacing of 0.95, and 12pt space before paragraph. Left © 2009 RightNow Technologies, Inc.© OpenMethods, LLC. 2003-2010

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