As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?

1. The Evolution of Support: How to Manage
Customer Support in an Era of Self-help
With:
Kristina Evey
Moderated by:
Erin Washington
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5. Click on the Questions panel to
interact with the presenters
https://www.customerexperienceupdate.com/webinar-series/the-evolution-of-support-colon--how-to-manage-customer-support-in-an-era-of-self-help/
https://www.customercontactcentral.com/webinar-series/the-evolution-of-support-colon--how-to-manage-customer-support-in-an-era-of-self-help/

6. About Kristina Evey
Kristina Evey is a Customer Experience Strategist who loves to help Leadership Teams demystify the process of
shifting operational and business priorities to the customer perspective and seeing revenue increase. She is the
creator of the training manual “5 Steps to More Loyal Customers” and has had numerous articles published and
products produced on customer retention, satisfaction, and loyalty. A frequent contributor to radio and web
interviews and host of "The Customer Experience Podcast for Business Leaders," Kristina’s most requested
programs highlight Training and Delivering Excellent Customer Service, How to Create a Customer Centric Culture,
Effective Communication, and Creating a Memorable Customer Experience.
About Erin Washington
Erin went to the University of Georgia and majored in International Affairs with a minor in Spanish. She gained
customer service experience after working as a customer service representative for 2 years. She now works as an
Assistant Editor at Aggregage, providing some of the most interesting thought-leaders in customer experience with a
space to celebrate the diversity, depth, and experience of their professional cultures, personalities, and passions.

7. 5
• Studies suggest that as many
as 76% of customers prefer
“Self-Service” options
• It provides convenience, self-
pacing, research, comparisons,
discussion, etc.
• There are bots, online portals,
chats, FAQ’s, more and more
options developed every day.
Self Help is On the Rise

8. 6
• Customers call for support
when they hit a roadblock,
have a question, need help,
are upset or frustrated
• Most of the calls or tickets
that CSR’s get will be fixing
a problem
Human Connection is the Key

9. 7
• CSR’s in companies are
engaging with customers who
are not their “Best Selves.”
• They’ve tried and now they
are stuck. The CSR is going
to bear the brunt of the
customer frustration
• Would YOU sign up for this
job?
Keep This In Mind…

10. 8
• A great Customer Experience
begins with a great Employee
Experience
• Make your Customer Support
Center the most desirable area to
work within your company
Avoid Monotony

11. 9
According to the 2016 US Contact
Center Decision Makers’ Guide from
ContactBabel.com – the Average
Annual Turnover Rate for a
Customer Service Representative
(CSR) was 29% - an “Average
Lifespan” for a Call Center worker in
the USA of approximately 3.3 years.
CSR Burnout is Real

12. 10
• They bear the brunt of the
customer frustration
• They are the bearer of bad news
and the messenger is shot
• They have the opportunity to
engage with the customer like no
one else can in the heat of the
moment
• They can present the Moment of
Wow
Treat CSR’s Like Royalty

13. 11
• How to handle upset customers with words and phrasing
• Training on products and services offered by your
company
• Training on all of the “Self Service” portals
• Training on who are the “Go To’s” for various products,
issues, areas of expertise, etc
• Focus on proactive and preventative strategies depending
on your industry
Offer More Than Enough Support to CSR’s

14. 12
Boot Camp Training
• 15 Minutes once or twice a
week
• Focused training on one
product or service
• Listen to Teach to others
• Record for new hires and
reference

15. 13
• Get rid of call volume and call time as KPI’s
• Recognize and celebrate success of
individuals and the team as a whole
• Practice Voice of Customer internally with
your CSR’s.
• Engage your CSR’s to identify metrics
relevant to truly helping the customer/caller.
Pay Attention to What Matters

16. 14
• Get out of the office
• Help them succeed and
organize their own space.
Remember everyone is
different
• Recognize and spotlight
your Rockstars
• Communicate,
communicate,
communicate
Keep It Human

17. 15
• Have some fun!
• Rotate and cross-train for all
communication channels your
company offers
• Incentivize ideas for improvements
and engagement
• The smallest things make the
biggest difference
• Don’t Skip the Struggle - Embrace
and celebrate challenges and
failures
The Best Place to Work in Your Company

18. 16
Have Their Back - They’ll Have Yours

19. Q&A
Moderated by:
Erin Washington
Customer Experience Expert and Consultant
Linkedin page: /in/kristinaevey
Twitter ID: @KristinaEvey
Website: kristinaevey.com
With:
Kristina Evey
Editor, Customer Experience Update and Customer
Contact Central
LinkedIn page: /in/erin-washington-1b557b130
Twitter ID: @CXUpdate
Email: erin.washington@aggregage.com
Website: customerexperienceupdate.com
https://www.customerexperienceupdate.com/webinar-series/the-evolution-of-support-colon--how-to-manage-customer-support-in-an-era-of-self-help/
https://www.customercontactcentral.com/webinar-series/the-evolution-of-support-colon--how-to-manage-customer-support-in-an-era-of-self-help/