Isn’t technology supposed to make our lives easier?
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CCMG After Forever Conference Day 2, People Stream 14:00 - Isn’t technology supposed to make our lives easier? E&A Marketing
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Isn’t technology supposed to make our lives easier?
- 1. Isn’t technology supposed to make our lives easier? Richard Kenny E&A Marketing For internal use only. © Plantronics 2014. All Rights Reserved.
- 2. 100% of customer interactions will be in the public domain
- 3. For internal use only. © Plantronics 2014. All Rights Reserved. Marketing isn’t working
- 4. The rise in self service Web, App and FAQ are first choice Customers highly familiar with your product Self service failure causes frustration
- 5. For internal use only. © Plantronics 2014. All Rights Reserved. “Your call is important, please hold”
- 6. For internal use only. © Plantronics 2014. All Rights Reserved. And you have a Call Centre?
- 7. For internal use only. © Plantronics 2014. All Rights Reserved. How did we get here?
- 8. Time to change For internal use only. © Plantronics 2014. All Rights Reserved.
- 9. For internal use only. © Plantronics 2014. All Rights Reserved. Smarter customer interactions
- 10. Want to improve your customer interactions? Get rid of your call centre
- 11. For internal use only. © Plantronics 2014. All Rights Reserved. Meet your new customer
- 13. Aggregation of marginal gains
- 14. For internal use only. © Plantronics 2014. All Rights Reserved. Technology – putting IT at the centre of delivering smarter customer interactions
- 15. Technology MUST enable your associates, NOT constrain them For internal use only. © Plantronics 2014. All Rights Reserved.
- 16. Longer calls Increased complexity Need help from others Improving cust sat How to resolve this?
- 19. Proof point UC case study - Energimidts, Denmark Key benefit from introduction of UC 25% 50% Combining Nortel phone system with Lync Reduced customer churn Of people leaving were won back Of people are now won back Increased collaboration and access to escalation points Traditional phones for customer contact Internal escalation and collaboration Headset to bridge between systems Highly service focused culture
- 20. Cloud
- 22. Automated queue availability Agent not ready via Headset off Agent ready via Headset on Out of reach “not Ready” with wireless headsets
- 23. Wireless
- 24. Visual IVR
- 25. Am I the future?
- 27. Conclusion > Increasingly complex environment for agent > Service quality increasingly important > Collaboration tools can improve service > Automating manual processes helps productivity > Some technology choices available immediately
Editor's Notes
- Rise in self service Cost advantage for company Customer preference Immediate No hold, no transfers, direct connection Default channel for initial customer interaction Web FAQ On phone app These actions make customer highly educated/familiar with your product If these don’t work, customer will be frustrated, upset
- Aggregation of marginal gains is a theory of approaching a needed/wanted performance increase through a series of small gains rather than pursuing one large gain. By pursuing many small gains, each of those gains has very low risk associated with it, low cost, and low time to implement. This theory should be applied to your move from providing a “call centre” to delivering smarter customer interactions. Target many small gains that are easy to achieve, low cost and low risk rather than pursuing one large gain. This approach also fits well with our headsets and contextual intelligence. Each feature is very small when looked at in isolation, but when taken as a whole, they add up to a significant improvement.
- Get rid of your call centre Public perception of call centres… Focus on omni-channel experience Multiple channels, one experience Become customer centric Distribute the customer interaction teams close to the core areas of your business Better collaboration, Shared knowledge Already in place with many teams (marketing, sales, retail, etc) Deliver smarter customer interactions across ALL channels Omni channel means offering a consistent experience across all channels of interaction
- Aggregation of marginal gains is a theory of approaching a needed/wanted performance increase through a series of small gains rather than pursuing one large gain. By pursuing many small gains, each of those gains has very low risk associated with it, low cost, and low time to implement. This theory should be applied to your move from providing a “call centre” to delivering smarter customer interactions. Target many small gains that are easy to achieve, low cost and low risk rather than pursuing one large gain. This approach also fits well with our headsets and contextual intelligence. Each feature is very small when looked at in isolation, but when taken as a whole, they add up to a significant improvement.
- Why does technology always seem to hold us back “I’m just waiting for that screen to load” “let me see if I an find someone to help” Why do I always get through to voicemail?