Listening to the Voice of the Customer in an Omnichannel World
•Download as PPTX, PDF•
1 like•444 views
Voice of the Customer captures your customers' perceptions of needs and wants and is the vital first step in providing superior customer service. Learn how you can collect customer feedback from multiple sources like email, IVR and SMS.
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Similar to Listening to the Voice of the Customer in an Omnichannel World
Similar to Listening to the Voice of the Customer in an Omnichannel World (20)
More from ZOOM International
More from ZOOM International (17)
Recently uploaded
Recently uploaded (20)
Listening to the Voice of the Customer in an Omnichannel World
- 1. Listening to the Voice of the Customer in an Omnichannel World Webinar Will be starting at 5pm CET (10am CDT) USE YOUR COMPUTER'S AUDIO
- 2. Webinar Šimon Vostrý, Founder & CEO April 26th 2016 Listening to the Voice of the Customer in an Omnichannel World
- 3. What is the Voice of the Customer?
- 4. “A process to capture, analyze and act on customers’ experience, feedback, perceptions and expectations.”
- 5. Program Company / department wide With feedback loop Understood by everyone
- 6. Collecting the Voice of the Customer
- 9. Generic surveys Not personalized Asking what you know already Not reacting on previous response Not knowing your customers’ history
- 10. Welcome to the Feedback Economy
- 16. +0.1 Rating = +11,3% Revenue
- 17. 80 / 20 Rule
- 18. 10x bonuses increase since 2013
- 21. Future of Customer Care
- 30. Average NPS by Sector Source: Satmetrix 2015 US Consumer Study
- 31. NPS Stars by Sector Source: Satmetrix 2015 US Consumer Study
- 32. Voice of the Customer at ZOOM
- 40. 4,426 Closed Cases in 2015
- 42. When do we do a bad job?
- 43. No communication Transfer to 3rd engineer “Not our problem” closing
- 44. Demo
- 45. http://icons/vcollection/v_collection_png/256x256/plain/registry.png ZOOM Performance Analytics Silo 6Silo 5Silo 4Silo 3Silo 2Silo 1 # Name Time Score 1 Adam 1:23 93 % 2 Fred 2:23 73 % 3 Mary 1:59 99 % 4 Jim 2:06 65 % Quality Management Speech Analytics Human Resources CRM Workforce Management Contact Center Talk Time Wrap Up Time Waiting in Queue Quality Satisfaction Training Results Salaries Bonuses Vacations Sales Customer Value Product Offering Shift Structure Adherence Workload Found Phrases Silences Crosstalks
- 46. http://icons/vcollection/v_collection_png/256x256/plain/registry.png Board CEO Senior Management Middle Management Team Leaders Customer facing people Decisions Impact
- 47. Recommendations
- 48. Respect the channel Minimum effort Experiment Think actionable It’s just a number Company wide
- 49. Q&A
- 51. May 31st – Get Ready for the Chatbot Revolution June 28th – Actionable Gamification July 27th – Fundamentals of Contact Center Analytics
- 52. Thank you!
Editor's Notes
- Program – it has budget, owner, expectations, people’s time allocation… Across individual functions – not only support involved, or sales
- You can do this in workshops led by professionals to really make sure you are getting answers that are valid
- This is after their website visit!! After a flight – questionnaire with 15 min to complete – asking which cabin did I fly, and if the flight was delayed how well was it communicated???
- To everyone. The only KPI, including the housekeeping people.
- Long calls, immediate IVR response can make sense… We let users choose
- We experiment here a lot to get maximum response rate
- ZOOM NPS, details Facebook comments, sentiment
- Why does not my airline ask me via the app after we land? They know everything – if the flight was delayed, which cabin did I flew, if I took meal or not…. I do not mind collecting info about me, if it improves my customer experience….