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'Problem Solver' to 'Digital Coach'
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How the role of the customer experience advisor could evolve in the next few years
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'Problem Solver' to 'Digital Coach'
1.
FROM ’PROBLEM SOLVER’
TO ‘DIGITAL COACH’… How the role of the customer experience advisor could evolve in the next few years
2.
Webhelp Copyright © 2015
Tous droits réservés THE ROLE OF CUSTOMER EXPERIENCE PROFESSIONALS HAS CHANGED OVER THE YEARS From ’problem solver’ to ‘digital coach’… 2 From call centre operator To contact centre advisor To omni-channel customer experience provider
3.
Webhelp Copyright © 2015
Tous droits réservés SO WHAT DO WE MEAN BY “DIGITAL COACH”? HERE’S A SIMPLE SCENARIO… From ’problem solver’ to ‘digital coach’… 3 Customer calls into the retailers contact centre to update an order Advisor provides the information they need to solve their problem Advisor asks the customer if they would like to be shown how to access the info online in the future
4.
Webhelp Copyright © 2015
Tous droits réservés DIGITAL COACHING BENEFITS From ’problem solver’ to ‘digital coach’… 4 Contact volumes reduced Online sales increase
5.
Webhelp Copyright © 2015
Tous droits réservés 45% Of consumers are happy with voice as a touch point ARE CUSTOMERS READY TO BE COACHED? From ’problem solver’ to ‘digital coach’… 5 40%Of all interactions are digital and at current rate will over take voice by the end of this year 72% Of customers prefer self-service to resolve their support issues over picking up the phone or sending an email
6.
Webhelp Copyright © 2015
Tous droits réservés ARE ADVISORS READY TO BECOME DIGITAL COACHES? From ’problem solver’ to ‘digital coach’… 6 Is the estimated average age of a contact centre advisor
7.
Webhelp Copyright © 2015
Tous droits réservés GENERATION Y PREFERRED COMMUNICATION CHANNEL 2015 DIMENSION DATA GLOBAL CONTACT CENTRE BENCHMARKING REPORT From ’problem solver’ to ‘digital coach’… 7 24% Social media 21% Electronic Message 19% Smartphone Apps 12% Phone 24% Web Chat
8.
Webhelp Copyright © 2015
Tous droits réservés FROM ‘PROBLEM SOLVER’ TO ‘DIGITAL COACH’ – WHAT NEEDS TO HAPPEN? From ’problem solver’ to ‘digital coach’… 8 Reward the contact centre for “business outcomes” not “operational inputs” Let your advisors drive customer experience Use analytics to re-design omni- channel journeys Invest in your advisors and train them to be fluent in your online services and applications 4321
9.
Webhelp Copyright © 2015
Tous droits réservés WHAT WOULD A GREAT CUSTOMER EXPERIENCE FEEL LIKE? From ’problem solver’ to ‘digital coach’… 9 I’ve now got a better way to sort this next time That was better than I expected My problem got easily resolved today
10.
Webhelp UK T :
01324 575 000 E : enquiries@uk.webhelp.com
Editor's Notes
http://www.istockphoto.com/photo/happy-young-woman-with-headset-in-front-of-wall-clocks-gm146874006-7223604
http://www.istockphoto.com/photo/female-customer-service-representative-smiling-gm144210669-3495462?st=5b2292d http://www.shutterstock.com/pic-220305901/stock-photo-auditor-is-reading-documentation.html?src=R5pRCK_mRTolDUJiTkeijw-1-20 https://www.pexels.com/photo/laptop-technology-ipad-tablet-35550/
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