This document discusses how contact centers need to adapt to changing customer expectations. By 2020, customers will manage 85% of relationships without human interaction. Customers now expect personalized, convenient experiences across channels. The document outlines strategies for contact centers to improve the customer experience through knowledge management, social media response, mobile optimization, and process automation. It emphasizes adopting new technologies to provide consistent, relevant service to customers across all channels.
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How to Catapult Your Contact Center Through the Next Wave of Customer Expectations
1. ONE
SYSTEMS
COMPLEX
How to Catapult your Contact
Center through the Next Wave
of Customer Expectations.
Steve McKinney – Customer Experience Designer
3. By 2020 customers will manage
85% of the relationship with an
enterprise without interacting with
a human
“
The New World of Customer Service
“
-Gartner
4. What are YOUR Customers Expectations?
“Serve MY Needs”
“Be Relevant”
“Engage Me”
“Reward Me”
“Earn My Trust,”
“Give Me More Value”
“Be Transparent”
“Minimize The Risk”
“Know My History”“Make It Easy”
“Be Consistent”
“Represent Me”
BUY
Market & Sell
OWN
Support &Serve
1
2
3
4
5
6
7
8
NeedResearch
Select
Purchase
Receive Use
Maintain
Recommend
5. 80%
of Companies say they deliver “Superior” customer service
55%
of consumers prefer automated self-service,
that’s doubled in the last five years
89%
of consumers quit doing business with a company because of a bad
customer experience, up from 59% 4 years ago
What are YOUR Customers Expectations?
8%
of customers of those same companies say
they deliver “Superior” customer service
6. What are YOUR Customers Expectations?
Friendly employees &
Customer Service Representatives
73%
55%
Easy access to information & support
36%
Personalized experiences like knowing what customers have
bought in the past and service issues they’ve experienced
8. Customer Service Priorities and Trends
Improve C-Sat Scores
(FCR, NPS, VOC)
Contact Center as Competitive
Advantage
Training,
Coaching &
Career Path
for Agents
Social Media
Strategy
Quality and
Performance
Measurement
in Experience
Design
Omni-Channel
Single View of
the Customer
Client
Demand:
Higher Quality
Customer
Interactions
Multi-lingual
Customer Care
Process
Automation
Mobile
Support
Knowledge
Management
12. Customer Experience Materials Subject Matter Experts
Email Complaints
Email Questions
Inter-Department
Phone Calls
Social Media
Focus Groups
Training Manuals
Presentations
Legal Documents
User Manuals
Competitors Web
Interviews
Contests
Reports
Add to Job Duties
Empower Agents and Customers with consistent
information
Where to Start ?
14. Quality and Performance Measurement
KPI Dome
Service Level Call Handling Agent Metrics Average Speed of Answer
IVR Completion Rate Agent Occupancy Average Queue time
Call Handling Time Agent Turnover
Call Abandonment Rate
Absenteeism Quality Scores
Average Talk Time Agent Utilization
Percent of calls Answered in 30 seconds Avg Hold time
Average Time to Abandon First Call Resolution
Average After Work time Training Time
Schedule Adherence
Agent Job Satisfaction
Agent Tenure
First Tweet Resolution Avg Chat Response Time
15. Quality and Performance Measurement
Voice Chat
Dissatisfied
Web Email
Satisfied
Will Return
Will Refer
Crazy Happy
Buy Everything
16. Quality and Performance Measurement
Measure
Performance
Compare to
Customer
Experience
Journey
Mapping
Customer
Experience
Design
Implement
18. The Truth About Social Customer Service
57%
expect the same response time at night and on weekends
as during normal business hours
29%
of tweet gripes were replied to by the companies in question
Social media doesn’t create negativity, it puts a magnifying ass to it.
42%
of Tweeters expect a response within 60 minutes
19. The Truth About Social Customer Service
83%
of the complainants that received a reply
liked or loved the fact that the company responded
80%
of users prefer to connect with brands on Facebook
1%
of customers use Twitter as their first stop in problem resolution
20. Does Social Media Matter?
11,000,000 VIEWS
+
NO RESPONSE FROM UNITED
=
-10% STOCK VALUE
IN 4 DAYS
25. Who is Your Social Agent?
The Super
Agent
• Customer Service Skills
• Marketing Skills
• Legal Understanding
• Gen Y Speak
26. Hiring Trends for Social- Executive Titles
Chief Customer Officer
Director of Social Media Support
Social Media Engagement Director
Chief Experience OfficerVP Client Delivery
27. The Social Do’s and Don'ts
Monitor the Social Cloud DailyDo
Don’t Send Auto Messages or Twitter Bots
Respond QuicklyDo
Don’t Ignore the Trends
Turn complaints into Success StoriesDo
Turn Social channel issues into actionable TicketsDo
29. The Millennials “Gen Y”
Gen Y is
not tech
savvy
they are
tech
dependent
56% of
college
students
won’t accept
a job
that bans
social media
As long
as they
show up
they
should
be
rewarded
They
should get
Promoted
every 2
years
Regardless
of
Performance
31. Mobile Customer Service
By 2020
customers will manage 85% of the
relationship with an enterprise
without interacting with a human
-Gartner
Smart Phone Tablets PC’s
By 2014
there will be an estimated
1.8 billion mobile devices in
the hands of consumers
32. Mobile Customer Service
Cross and Upsell Marketing with Mobile Service
YourMobile Experience
Shouldn't feel like a make-shift solution
33. Mobile Customer Service
1. Consistent Customer Experience across all devices
2. Allow Customers to submit questions using Smart Phones
3. Web Chat designed for Mobile Interfaces
4. Deliver Knowledge at the Point of Need
5. Access to Communities and Forums
6. Cross and Upsell Marketing with Mobile Service
Steps to Mobile Success
38. Headquarters
Communications Products, Inc.
7301 E. 90th Street Suite 111
Indianapolis, IN 46256
Communications Products, Inc. (CPI) has been successfully implementing advanced, mission-critical
communication solutions for nearly three decades. CPI has engineered, implemented, and now supports the
communications of over 120,000 business professionals in 23 states, including the United States Department of
Defense and Lucas Oil Stadium (home of the 2012 Super Bowl). CPI has also installed and tested over 15.6 million
feet of structured cabling. With a staff of seasoned experts, CPI has the experience to continuously improve the way
you communicate.
(800) 999.0197
www.CommProd.com
blog.commprod.com
@CPIcommprod
Thank You
Steve McKinney
CX Solution Designer
smckinney@commprod.com
317.596.7918 Phone
The shift in mindset and technology is evolving to the 2020 customer experienceCustomers expect more, want to pay less, and have a voice that can reach millionsScary times for those who are not keeping an eye on the ballExciting times for those who have or are starting to embrace the challenges with technology and processes that are built around the “total” customer experience
We’re all familiar with the customer life cycle, but I have added what the customers of today are expecting from you
Talk through the statsThe 89% is up from 50% just 4 years ago
What does it take for them to love you?
Going back to the 80% and 8% stats, what does this tell us about the disconnect between where we think we are, and what the customers think,Let’s say you are doing well in your service, which I’m sure most of you are, in most cases the level of service we provide has not kept pace with the expectation of the consumer.
These are a few of the top priorities in our business today, and as you can see I have taken the liberty of inserting a few new ones in gold.It is goal today to discuss why these should be a priority for you if they are not already, but also give you ideas as to how to get started
By 2020 if your behind on this, things like Artificial Intelligence will use this information contained in knowledge bases to help customersWithout raising hands, how many of you would be ok with having information in your KB read to a customer today?If your answer is none of it, now’s the time to act.
What’s one of easiest ways to start knowledge from customer interactions, use systems that help feed the monster
Story of personal experience of building KB at Uniden, customer calls and emails had common thread, does anyone know what that thread was about?Owners manualsWithin a week I had personally loaded 300 articles with Owner Manual PDF attachedI saw reduction in calls and emails within days, customers want to serve themselves if they canOur contact center was not 24/7 but the articles with the manuals wereSo what are some secrets to success in building a knowledge base, or in some cases re-building it3 areas will give you the best results Customer Experience Materials you already have Subject Matter Experts- Hold contests- I gave away t-shirts with “Got Knowledge?” on them, like the Milk ads
Just a show of hands, How many people live under the KPI dome?
if you only measure within channels, you won’t even be aware that a customer problem with email, was different than a voice interaction. Design customer engagements across all channels using the same quality measurements
measuring your existing experience is essential to building upon it. In addition, there are many other measures that need to be defined as part of any customer experience program.
Here’s a quote for the day about Social media “Social media doesn’t create negativity, it puts a magnifying glass to it. “Now if these stats are not eye opening, not sure what wouldAccording the recent surveys, only 29% of you are even responding to tweetsI really love the 57% stats
So we know the expectation level is high, but on the flip side, if social is done right, the customer turns into your best commercial and advocates your product to others
The worst horror story of the social age is of course davecarrol who you all know had a problem with United not paying
The most extreme example involved Bank of America's @BofA_Help account, which last month repeatedly responded to a vitriolic cycle of foreclosure criticism with robotic-sounding, "Please let us know if you need assistance," Chipotle faking that its account had been hacked to gain more followers.Be smart about your social responses
The super agent is not the average rep, they must possess skills that you may not have in the center today, which is not to say you can’t create this super rep from current staffMarketing skillsUnderstand legal side of conversation, it’s in writingGen Y speak- tell story of LOL,Cassandra McSparin, who’s 23, knew a woman whose friend’s mother had died. The woman texted her friend: “I’m so sorry to hear about your mother passing away. LOL. Let me know if there’s anything I can do.” The woman thought LOL meant “Lots of Love”
In case you need more proof that social is here to stay, take a look at some of these new executive titles
Be proactive, you may not run out and create a social Lab like Delta Airlines, but if Social is not square in your radar, it should beAvoid auto replies or messages that sound impersonalRespond quicklyWhen you are successful in turning a situation around, ask the customer to share with othersThe biggest gap I see in Contact Centers today is a disconnect in channels and who owns them, more specifically, if a customer interacts using social, but then calls a few days later, does the agent know everything about the social interaction?
They don’t understand how the technology works, they just know they can’t live without itMost Gen Y, recv about 88 texts per day and 70% check their phones every hourThese are the customers of 2020, these are your agents today
Mobile customer service is equally if not more important than web. I don’t know about you, but when standing between my iMac and iPad, I gravitate to the pad. I don’t think this unique to just me, tablets have begun to out sell PC’s just this year. I think the 2020 estimate will lean heavily upon your organization to ability provide a feature rich user experience
I like the visual of this, creative yes, how you want to appear to your customers, no
Steps you can take today to make sure you have success tomorrow, or by 2020.
Uncover processes that are highly manual, repetitive, that span multiple departments, and are based on defined steps. These are great targets for process automation Start Small – don’t turn this into an ERP implementation. Pick off the low hanging fruit, make mistakes, and improve quickly. You’ll be amazed how much progress you make. You’ll never be done – process improvement never ends. Keep on innovating