CEM Best Practices - 2011 KC Call Center EXPOVITEC, Inc.
The 2011 KC Call Center EXPO hosted and presented "the best of the best", once again. Cicero joined us and shared their expertise on the best practices of managing the customer experience. Companies that can track customer effort, especially at the customer, issue,
and agent level, are much better positioned to solve for customer effort, boost customer loyalty and ensure the highest level of customer satisfaction!
Multi channel customer support Sergey LysakElena Kulbich
Nowadays all successful businesses are customer oriented. But if it isn't it has to be ruthless monopolist or criminal.
Customer’s loyalty is the main value. It costs money. But ignoring customer troubles costs much more.
Satisfied clients can tell 6-7 people how happy they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience, they make it public through numerous social channels as a result business will get bad reputation and negative reviews. After that 80% of people that may be your customers won’t buy.
It’s better to prevent this issue providing effective customer support. That’s why eCommerce businesses in need of reliable system that will help to organize requests from all sources in a single place, automatize assigning and other processes inside organization and analyze results.
“Your most unhappy customers are your greatest source of learning” (Bill Gates).
They complain, in details explain their ‘pain’, show your weaknesses. You just have to make right conclusions and improvements.
“Customers don’t expect you to be perfect. They expect you to fix things when they go wrong” (Donald Porter)
Multi channel customer support by Sergey LysakElena Kulbich
Nowadays all successful businesses are customer oriented. But if it isn't it has to be ruthless monopolist or criminal.
Customer’s loyalty is the main value. It costs money. But ignoring customer troubles costs much more.
Satisfied clients can tell 6-7 people how happy they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience, they make it public through numerous social channels as a result business will get bad reputation and negative reviews. After that 80% of people that may be your customers won’t buy.
It’s better to prevent this issue providing effective customer support. That’s why eCommerce businesses in need of reliable system that will help to organize requests from all sources in a single place, automatize assigning and other processes inside organization and analyze results.
“Your most unhappy customers are your greatest source of learning” (Bill Gates).
They complain, in details explain their ‘pain’, show your weaknesses. You just have to make right conclusions and improvements.
“Customers don’t expect you to be perfect. They expect you to fix things when they go wrong” (Donald Porter)
http://diamantedesk.com/
CEM Best Practices - 2011 KC Call Center EXPOVITEC, Inc.
The 2011 KC Call Center EXPO hosted and presented "the best of the best", once again. Cicero joined us and shared their expertise on the best practices of managing the customer experience. Companies that can track customer effort, especially at the customer, issue,
and agent level, are much better positioned to solve for customer effort, boost customer loyalty and ensure the highest level of customer satisfaction!
Multi channel customer support Sergey LysakElena Kulbich
Nowadays all successful businesses are customer oriented. But if it isn't it has to be ruthless monopolist or criminal.
Customer’s loyalty is the main value. It costs money. But ignoring customer troubles costs much more.
Satisfied clients can tell 6-7 people how happy they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience, they make it public through numerous social channels as a result business will get bad reputation and negative reviews. After that 80% of people that may be your customers won’t buy.
It’s better to prevent this issue providing effective customer support. That’s why eCommerce businesses in need of reliable system that will help to organize requests from all sources in a single place, automatize assigning and other processes inside organization and analyze results.
“Your most unhappy customers are your greatest source of learning” (Bill Gates).
They complain, in details explain their ‘pain’, show your weaknesses. You just have to make right conclusions and improvements.
“Customers don’t expect you to be perfect. They expect you to fix things when they go wrong” (Donald Porter)
Multi channel customer support by Sergey LysakElena Kulbich
Nowadays all successful businesses are customer oriented. But if it isn't it has to be ruthless monopolist or criminal.
Customer’s loyalty is the main value. It costs money. But ignoring customer troubles costs much more.
Satisfied clients can tell 6-7 people how happy they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience, they make it public through numerous social channels as a result business will get bad reputation and negative reviews. After that 80% of people that may be your customers won’t buy.
It’s better to prevent this issue providing effective customer support. That’s why eCommerce businesses in need of reliable system that will help to organize requests from all sources in a single place, automatize assigning and other processes inside organization and analyze results.
“Your most unhappy customers are your greatest source of learning” (Bill Gates).
They complain, in details explain their ‘pain’, show your weaknesses. You just have to make right conclusions and improvements.
“Customers don’t expect you to be perfect. They expect you to fix things when they go wrong” (Donald Porter)
http://diamantedesk.com/
How frequently do you check in with current or previous customers or clients? Understanding the rule around customer contact could strengthen relationships and build customer loyalty!
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
5 Proven Ways to Leverage Net Promoter Score SatisMeter
Net Promoter Score is a powerful customer feedback system that determines how customers feel about the product. This presentation will teach you how to increase your NPS and turn detractors into promoters. Check it out!
The Ultimate Question to Ask Your Employees: An Introduction to the Employee ...The Starr Conspiracy
We know employee engagement has a proven, measurable, positive impact on the bottom line. Yet only 30 percent of the workforce is actively engaged. What if you could identify which employees are your most ardent supporters, which are on the fence, and which are most likely to bash you on Facebook or at the local bar — and you could do that in an efficient and even easy way? That’s what you’ll learn in the latest e-book from The Starr Conspiracy Intelligence Unit, “The Ultimate Question to Ask Your Employees: An Introduction to the Employee Net Promoter Score.”
Introduction to Net Promoter Score (NPS)SatisMeter
Building true customer loyalty is an important thing you can do for your business. Here we will present you introduction to Net Promoter Score as an innovative loyalty measurement tool, which accelerates business growth and win customers for life. So how does it work? How to use it? Watch the presentation and find out...
Practical Strategies to Address the Top 10 Issues Facing Banks TodayIntegrity Solutions
Ideas to shift from a transactional to a customer-focused culture and relationship-based selling. Five qualities of a customer-centered culture. Four questions to gauge where your organization is today.
How small businesses, particularly retailers can use the tools of 21st Century commerce to survive and thrive in the face of muscular competition from big multinational businesses.
How frequently do you check in with current or previous customers or clients? Understanding the rule around customer contact could strengthen relationships and build customer loyalty!
What is NPS? It stands for Net Promoter Score. Learn what it means, what it can do for your business, how to get the data, and how to turn it into your score.
5 Proven Ways to Leverage Net Promoter Score SatisMeter
Net Promoter Score is a powerful customer feedback system that determines how customers feel about the product. This presentation will teach you how to increase your NPS and turn detractors into promoters. Check it out!
The Ultimate Question to Ask Your Employees: An Introduction to the Employee ...The Starr Conspiracy
We know employee engagement has a proven, measurable, positive impact on the bottom line. Yet only 30 percent of the workforce is actively engaged. What if you could identify which employees are your most ardent supporters, which are on the fence, and which are most likely to bash you on Facebook or at the local bar — and you could do that in an efficient and even easy way? That’s what you’ll learn in the latest e-book from The Starr Conspiracy Intelligence Unit, “The Ultimate Question to Ask Your Employees: An Introduction to the Employee Net Promoter Score.”
Introduction to Net Promoter Score (NPS)SatisMeter
Building true customer loyalty is an important thing you can do for your business. Here we will present you introduction to Net Promoter Score as an innovative loyalty measurement tool, which accelerates business growth and win customers for life. So how does it work? How to use it? Watch the presentation and find out...
Practical Strategies to Address the Top 10 Issues Facing Banks TodayIntegrity Solutions
Ideas to shift from a transactional to a customer-focused culture and relationship-based selling. Five qualities of a customer-centered culture. Four questions to gauge where your organization is today.
How small businesses, particularly retailers can use the tools of 21st Century commerce to survive and thrive in the face of muscular competition from big multinational businesses.
A SPLICE Expert Perspectives Webcast: Customer Experience Beyond SurveysSPLICE Software
Customer Experience (CX) has become a critical differentiator in today’s hypercompetitive, ultraconnected global marketplace. However, most organizations struggle due to technology restraints. This webinar shares simple, low cost strategies, like Journey Mapping, to help you improve your CX, and similarly, Net Promoter Score® (NPS®).
Talkdesk Webinar Series: Drive Growth by Reducing Customer Effort TalkdeskInc
https://www.talkdesk.com/resources/webinars/
Today’s customers are smarter, pickier and more demanding of customer service. After a poor service experience, 71% of customers end their relationship with you, and 61% go to a competitor. Ouch!
In this webinar we covered:
- How customer service impacts your bottom line.
- Why you should care about customer effort.
- Three steps to target and reduce effort from your customer's experience.
A growing number of customer interactions are taking place online.Younger people in particular prefer to do too much of their business online rather than in person. But online interactions have limitations. To provide excellent customer service online, you need to understand what works and what doesn’t work, and how to make the most of the tools that are available to you.
Effective Strategies for Exceptional Customer Experience ProgramsPrimary Intelligence
Want to learn about the latest Customer Experience research? Watch our webinar to hear what leading companies are doing to leverage and promote CX initiatives throughout their organizations.
Experience Management: How Online Reviews Can Make or Break Your CompanyLaura Monroe
The road to customer experience excellence is paved with customer insights. Understanding how online reviews can make or make your brand. This presentation is for brokers, and real estate leaders.
You know your firm provides exceptional legal services—do your prospective clients know that? Learn about driving great experiences that lead to 5-star reviews and help your firm stand out from the competition.
Dynamics Day 2017 Perth: Becoming Customer CentricEmpired
How a customer experiences your organisation determines your revenue and your costs. Now more than ever, we need to realign our organisations' with customers' expectations by harnessing empathy, design and technology. This session will take you through the process of designing, interpreting and implementing a customer experience strategy within your organisation.
Cicero Discovery Delivers Activity Intelligence
Cicero Discovery is a software solution that provides companies operational visibility into how their enterprise desktops are being used and performing to identify areas for process improvement and cost reduction. Cicero Discovery collects activity and application performance data and tracks business objects across time and across multiple users, as well as measure against a defined "expected" business process flow, either for analysis or to feed a third party application. Cicero Discovery is invisible to the end user – it gathers data about what they do, what applications they run, how those applications are used, the health of their computer and the type of data they are working on that the company is interested in. These data are collected and stored centrally and can be tracked in real-time or via deferred processing.
Companies are using Cicero Discovery to
- Monitor for potential business rule, compliance, fraud, and company policy issues.
- Identify inconsistent workflow or missing steps in given processes.
- Publish configured events to stop and start call recording software (or any other purpose).
- Identify the step(s) in any or all processes an object (an account, claim, product, etc.) has been through and also what the latest step was and the current step in process.
- Define an “anticipated” sequence for a process and report the events as they happen regardless of order.
- Distinguish the differences between top and bottom performers.
- Pinpoint repetitive and manual tasks that could be automated.
- Capture where and when data are cut or copied from applications.
- Identify if employees are navigating several screens (clicking, alt + tab) to complete tasks.
- Capture, analyze, and focus on Key Performance Indicators and metrics.
- Supply desktop activity data to third-party enterprise analysis and reporting applications (e.g., BI, BAM, BPM, WFM/WFO, Speech Analytics, Call Recording, etc.).
- Improve application usage and better focus/leverage IT investments.
Desktop or process analytics is the monitoring, capturing, storing, and sharing of activities and events across applications in an effort to measure and manage how people, processes, and technology work together.
Gain operational visibility into how enterprise desktops are being used and performing to identify areas for process improvement and cost reduction. Cicero Discovery collects activity and application performance data and tracks business objects across time and across multiple users, as well as measures against a defined "expected" business process flow, either for analysis or to feed a third party application.
The agent desktop continues to be an obstacle for many organizations implementing a customer experience management strategy. The desktop is the focal point for most customer facing operations and, as more applications and information have been added to the mix, it has become more complicated and expensive to maintain. As a result, agents become ‘human workarounds’ and are rendered ineffective in their most important role, cultivating a highly engaged customer base. This desktop complexity impacts productivity, costs, and overall service delivery.
20 Minutes on Desktop Analytics: Employee Performance & Operational EfficiencyCicero, Inc.
You’d be surprised what Desktop Analytics discovers. Use this new desktop activity intelligence to target areas to improve employee and overall operational performance.
20 Minutes on Desktop Analytics: Objective QA in Contact Centers & Back Office Cicero, Inc.
Desktop Analytics is the new Quality Assurance “employee” delivering empirical, objective data about how your people, processes and technology help or hurt service delivery.
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Neuro-symbolic is not enough, we need neuro-*semantic*Frank van Harmelen
Neuro-symbolic (NeSy) AI is on the rise. However, simply machine learning on just any symbolic structure is not sufficient to really harvest the gains of NeSy. These will only be gained when the symbolic structures have an actual semantics. I give an operational definition of semantics as “predictable inference”.
All of this illustrated with link prediction over knowledge graphs, but the argument is general.
Builder.ai Founder Sachin Dev Duggal's Strategic Approach to Create an Innova...Ramesh Iyer
In today's fast-changing business world, Companies that adapt and embrace new ideas often need help to keep up with the competition. However, fostering a culture of innovation takes much work. It takes vision, leadership and willingness to take risks in the right proportion. Sachin Dev Duggal, co-founder of Builder.ai, has perfected the art of this balance, creating a company culture where creativity and growth are nurtured at each stage.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
7. Overall, how satisfied
are you with our
company
This company always
delivers on what they
promise
How likely are you to
continue to
choose, repurchase or
repeat your business
with our company
How likely are you to
recommend our
company to a friend or
associate
This company is a
name I can always
trust
This company always
treats me fairly
If a problem arises, I
can always count on
this company to reach
a fair and satisfactory
resolution
I feel proud to be a
customer of this
company
This company always
treats me with respect
This company is the
perfect company for
people like me
I can't imagine the
world without this
company
Human Sigma
10. Know what’s
expected of me
Have the tools to
do it right
Get to do what I do
best every day
Someone here
actually cares @
me
Someone here
encourages my
development
My opinion seem
to count
We’re all
committed to
doing quality work
I have a best friend
here
Progress discussed
every 6 months
Recognized in the
last 7 days
My job matters
Our Purpose
matters
Learned and grew
this year
Human Sigma
13. 96% ‘high effort’ are more disloyal
9% ‘low effort ‘are more disloyal.
Predictive Power for
High Purchasing
CES
NPS
CSAT
Low
Predictive Power for
Increased Spending
“The Customer Effort
Score outperforms the
Net Promoter Score and
customer satisfaction
measures in predicting
behavior.” – Harvard Business Review
High
15. Customer Reporting Service
Exceeded Expectations
Expectations
Exceeded
The Cost of Exceeding
Expectations (Versus Meeting)
+20% More
11-15% More
6-10% More
15-20% More
Expectations
Not Exceeded
Source: Customer Contact Council research.
And yet…
20% of Satisfied leave
28% of Dissatisfied stay
16. More Loyal
12%
87%
Moments of Wow: Teaching Customer
75%
Effort: First Contact Resolution
Neutral
219%
Effort: +1 Contact to Resolve
342%
45%
More Disloyal
Source: Customer Contact Council research.
Rep: Generic Service
40%
20%
18%
Effort: Repeating Info
Effort: Perceived More Effort
Effort: Transfers
17. Satisfaction
Improved
Experience
with the Rep
• Rep confidence
• Rep concern
• Rep listening ability
• Ability of rep to understand customer
• Rep understood mood
• Service personalization
• Certainty of follow through
Source: Customer Contact Council Research
Reduced
Customer
Effort
Provided
“Moments
of Wow”
• Number of transfers
• First contact resolution
• Perceived additional effort to resolve
• Service organization’s knowledge
about customer
18. Loyalty
Improved
Experience
with the Rep
• Service personalization
Source: Customer Contact Council research.
Reduced
Customer
Effort
Provided
“Moments
of Wow”
• Number of transfers
• Repeating information
• Teaching the customer
• First contact resolution
• Number of contacts to resolve
• Perceived additional effort to resolve
19. •
•
•
• HIGHER EFFORT
• PROBLEMS AND COMPLAINTS
• HIGH TECH, TRAVEL, LEISURE AND SHIPPING
• LOGISTICS & COMPLEX TECHNICAL ISSUES
• PHONE, EMAIL AND CHAT
• MULTIPLE CONTACT METHODS, REPEATING INFO, X-FERS, CUSTOMERS PUT TO WORK (FORMS, FAXING, ETC…)
•
•
Source: CEB and CCC
23. Capture
Desktops
Laptops
Desktop Activities
• User Activities
• Process Events
• Application Data
• Network Data
Store/Publish
Database
Web Service
Data
• Collected in a Database
• Shared Network Drive
• Publish/Subscribe
Analyze
Reporting
3rd Party Reporting
and Applications
Reporting & Analytics
• Real time, Historical
• BPMS, BAM, BI
• WFM, Analytics
25. Simple Claims Process
Application Response:
Employees wait for screens to
refresh while navigating
application.
Bottleneck: 48% of the Claims are
in this step at >21 days. Drill down
with Business Process and Data
Monitors to find out Why?
Training: Employees are not
following steps using best
practices.
26. Simple Customer Service Inquiry
Manual Process: Employee
searches 3 different
customer databases for
status and contract details.
Missing Process: CRM not updated
consistently after technician
completes work.
Logical Process: Check x. If y, do z.
In that order. Every time.
Automation opp for parallel
processing, no missed steps &
faster Root identification.
28. ANALYZE
Sales
Service
Support
Collections
Customer ID
Order ID
Order Type
Order Value
Payment Method
Account ID
Account Type
Customer ID
Status
Disposition Code
Comments
Case/Ticket #
Case Type
Case Status
Case Severity
Customer Status
Warranty Status
Purchase Channel
Customer ID
Status
Response
Outcome
Follow-up Action
Promise Date
Promise Amount
Dollars Collected
Forecast Date
Forecast %
Trading
Public Safety &
Security
Mask/Mute
Credit Card Info.
Mask/Mute
Credit Card Info.
Insurance
Healthcare
Policy Number
Claim ID
Claim Status
Claim Value
Date of Accident
Duration of Claim
Policy Effect. Date
# Lines of Business
Claims History
Account ID
Patient Name
Physician Name
Diagnosis
Insurance Coverage
Mask/Mute
Patient Private Info.
Order Type
Share Quantity
Customer ID
Portfolio Type
Stock Symbol
Order Source
Share Price
Order Amount
Incident ID
Incident Type
Incident Location
Incident Severity
29. ANALYZE
First Contact Resolution
Cancelled
Accounts
Cancelled
Orders
Handle Time Optimization
Call
Types
Call
Processes
Multiple
Transfers
& Holds
Long
Holds
Sales Acceleration
New
Orders
Upsell
Attempts
Credits
Issued
Incomplete
Sales
High HT
& No PTP
Instant
Payments
Late Fees
Waived
Quick
Hang Ups
Customer Defection
Automated
Interaction
Assembly
Repeat
Calls
Collections Optimization
PCI-DSS Compliance
30. The workstation is a gold mine – for measuring GET, GIVE & EFFORT
Capture practically any business data or action for more surgical
process improvement - even across users and departments
Tag specific work processes for task time
measurement and bottleneck isolation
Capture specific customer intent, data changes
and account actions for Big Data /marketing input
Define workflow and other milestones