This document discusses how contact centers can enhance the customer experience through a multi-channel approach. It emphasizes implementing a customer-centric strategy, understanding changing customer behaviors and expectations, and using technology like analytics to optimize processes and empower agents. A multi-channel contact center that provides a consistent, personalized experience across channels can boost customer loyalty while meeting demands for convenient, on-demand service.
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Presence - Customer experience optimisation through a customer-centric Contact Centre strategy
1. A worldwide leading provider of
Multi-Channel Contact Centre software focused on resolving,
improving, setting up and streamlining Contact Centre operations
Our Mission is to partner with our clients to understand their business model, and provide a
comprehensive solution to meet their Contact Centre needs. Our goal is to be a trusted advisor to all
our clients with 100% customer satisfaction
2. Agenda
• Customer experience optimisation through
a customer-centric Contact Centre strategy
• Enhancing the customer experience
• The Multi-Channel CC as a tool to boost customer
loyalty
• Technology as the enabler to achieve this goal and
increase performance
4. The cable guy was here…
• https://www.youtube.com/watch?v=WhWavua-1FI
5. • Customer-centric strategy
for Long-Term Profitable
Relationships
– Enhance Customer
Experiences
(Operational Focus!)
Enhancing the customer experience
Customer
Value
Customer
Experience
High Value Potential
Low Value Potential
Customer
Relationship
6. •Put your customer
first!
–Focus on their needs
–Personalise all
interactions
–Align your CC strategy
with your Customer
Experience strategy
• Make “customer
experience”
everyone’s priority
Enhancing the customer experience
7. Customer experience is one of the top strategic priorities, driven by
increasingly competitive markets, but, also by customer behavior
85%
of people would pay up to 25%
more for great customer
experience
70% of customers say they are likely to
switch brands if agents are unable to
answer their questions
68% 82% Between and of customers say they would stop doing
business with a company following poor customer service
62%of customers have actually switched brands in the
past year due to poor customer service
(Source: Forrester Research)
Enhancing the customer experience
90%of those responsible for customer
service consider it a critical and
priority factor
8. Enhancing the customer experience
• Facing the challenge of
rising customer service
expectations
• Customers and markets
are constantly changing
• Evolve your customer
interaction strategies
9. Customer Relationship Centre
• Customers demand an omni-channel
experience
• Empower customer service
agents to work efficiently
Local agents
Contact Centre
Remote agents
Mobility
Anytime
Anyhow
Anywhere
Social Media
E-mail
SMS
IVR
Web Chat
Telephone
Internet
Smartphone
App
Enhancing the customer experience
11. Multi-Channel CC as a tool to boost customer loyalty
• The evolution of the customer relationship
Organization power:
Sales
Before Now
Organization power:
Marketing
Purchasing power:
Seller
Purchasing power:
Buyer
Information:
Scarce
Information:
Abundant
12. Multi-Channel CC as a tool to boost customer loyalty
The evolution of the customer relationship determines the evolution of Contact Centre
Multi-Channel
Omni-Channel
Mono-Channel
13. Multi-Channel CC as a tool to boost customer loyalty
•Multichannel growth
–Customers are
multichannel and demand
more communication
channels
–Provide a consistent
Customer Experience
across all Communication
Channels
1.1 0.9
4.3 1.4
3.8
5.2
Now
Available within
next 12 months
Planned for
24 months
Source: Dimension Data 2013_14_benchmarking_report
Telephone
Email
Internet
IVR (touchtone)
self-service
SMS (Text
messaging)
Social Media
Web Chat
Smartphone
App service
Speech self-service
14. Multi-Channel CC as a tool to boost customer loyalty
• Excellence in a single-channel is better than multi-channel
failure
• Looking for the best adaptation to your service
needs
–Focus on one channel doing the right thing
first and then potentially extending it to other
channels and succeeding
–Customers want a correct answer, regardless
of channel and delivery method
15. Multi-Channel CC as a tool to boost customer loyalty
• Contact Center principles for delivering an
excellent Customer Experience
–Delivering good customer service
–Strive to deliver differentiated service
–Focus on providing : Effortless, Proactive,
Personalisation, Productivity
–Understand user trends to successfully adapt
to the evolution of customer service demands
16. Multi-Channel CC as a tool to boost customer loyalty
• Providing the least effort for a customer is a key element of
Customer Experience Nice
How nice is to interact with you?
How easy is to interact with you?
How effectively are you satisfying their needs?
Easy
Useful
Channels that produce more satisfaction (least effort):
Speaking on the phone an talking to an agent
On-line chat with an agent
Click-to-Call
17. Multi-Channel CC as a tool to boost customer loyalty
• Constant adaptation to the customer´s evolution
–The most popular channels with customers according to age
(Source: Dimension Data’s 2013/14 global contact center benchmarking summary report)
18. Multi-Channel CC as a tool to boost customer loyalty
Source: Forrester Research, Inc.(Q4 2013)
19. Multi-Channel CC as a tool to boost customer loyalty
• Focus on delivering differentiated, cost
effective service
–Personalised customer service
–Ensuring a unified customer experience
across channels
–Empower customer service agents with
the relevant information
Good customer experiences make
loyal customers
20. Technology as the
enabler to achieve
this goal and increase
performance
21.
22. The power of social media…
• Over 14 million hits to date
• Within 4 days of the video being posted online, United Airlines' stock
price fell 10%, costing stockholders about $180 million in value.
23. Technology as the enabler to increase performance
• The shift to mobile era has
already started
–Customer services must adopt
a mobile-based mind-set
• New empowered outbound
services
• Adoption will continue to expand:
–+-3 billion devices by 2017
–Mobility is gaining in importance
in CRM
24. Technology as the enabler to increase performance
Source: New Voice Media
Research (May 2014)
25. Technology as the enabler to increase performance
Source: Dimension Data’s 2013/14 Report
The three most important
business drivers of the
Contact Centre
26. Technology as the enabler to increase performance
Customer´s Relationship Centre
Local agents
Contact Centre
Remote agents
Mobility
Anytime
Anyhow
Anywhere
27. Technology as the enabler to increase performance
360º
Customer
Centric
Improvements
Processes
- Customer Experience
- First-call resolution rates
- Reduce #calls and costs per call
- Interactions per agent per hour
- Increased satisfaction on top
customers and of least satisfied
- Reduction average time on queue
- Volume of interactions handled
- Lower rates of Abandonment
- Reduction of Churn
- Agent satisfaction rates
Advanced Technology
Simple Easy
Consistent Multichannel
Innovate Monitor
Automate ROI
28. Technology as the enabler to increase performance
• Giving the best customer experience through intelligent
self-service
–Make the first point of contact intuitive
• Keep it simple and make authentication easier
–Turn self-service into a conversation
• interact naturally instead of through a series of
tedious prompts
51%of people
state that a
conversational
interface makes it
easier for them to
get things done
(survey Nuance)
29. Technology as the enabler to increase performance
• Make every self-service
experience personal and
contextually aware
• Add personalisation
• Tailor self-service by
customer segment
65%of
consumers are
completely
comfortable
receiving retail
advice based on
their location.
(Cisco’s 2013 Customer
Experience Report)
54%of
consumers are okay
with retailers storing
their purchase
history in exchange
for more adapted
service.
(Cisco’s 2013 Customer
Experience Report)
30. Technology as the enabler to increase performance
The evolution of predictive diallers is one of the biggest
transformations in the world of contact centres
Impulse to productivity
Optimize the dialling
49% (Source: Harris Interactive)
of consumers hang up immediately when they hear a delay or pause after answering a call,
especially if it was made from an unknown or hidden phone. And many of those who stay
on the phone will do it only to request their number to be removed (Do-Not-call)
31. Technology as the enabler to increase performance
• And finally, Knowledge: improvement through real-time monitors and
historical reporting:
Business Intelligence
Facilitates decision making
Improves the customer experience
Improves productivity and efficiency
Increases revenue
Raises the quality of service
Controls and reduces costs
Drives business growth
32. Conclusion
• Changing customer behaviour is forcing companies to re-evaluate their
customer strategies
• Delivering optimal “customer experience” results in quantifiable business
value
• Delivering “experiences” in-line with customer expectations is not easy
• Define a Customer Experience strategy and ensure that customer service
operations are aligned
• Processes must be easy, personalised, consistent, and context-aware
• Adopt technologies that empower the agent to deliver on customer
expectations
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Madrid, Spain
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Barcelona , Spain
T: (+34) 93 10 10 300
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Alpharetta, GA 30022
T: +1 800 847 3309
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Johannesburg, South Africa
T: +27 10 500 3963
Notas del editor
Customer-centric is the key (the strategy core)!.
The concept of customer-centricity is a fairly simple one: it is ruthlessly putting your customer first.
Keep it simple. Demonstrate to your prospects and customers how you focus on their needs. Address how you solve their specific problems. Position yourself as a customer for life company.
Deciding to become a customer for long-term company is an important decision a company can makes. It defines you and gives you a reason for being. Being a customer for long-term company is your competitive advantage.
Articulate your customer centric strategy and go beyond mere manage each customer interaction and get basic satisfaction metrics to be able to provide exceptional customer service and in turn optimize your profitability. How?:
Improving: Communications, Listening, Collaboration, Responsiveness, Problem solving, etc. to increase: repetition of purchase, loyalty, be a referral, cross-sell and up-sell, customer longevity.
To become a customer for long-term company means that you aligned your goals with action, resulting in measurable customer focused outcomes.
Each contact center service, as customer service, support or telesales are as responsible for the success of the business as the sales and marketing departments. So, make of customer experience the job of everyone in your company and specially for everyone into the Contact Center.
Consider that Customer´s changes and habits are the power that set up the trend that Contact Centers have to follow
The current and prospective customers wants what they want when they want it
A good customer service and customer experience is one of their top strategic priorities. Much of this is being driven by increasingly competitive markets. But, it is also being driven by customer behavior. (as shown in the presentation). In addition, further research shows that the top three reasons that customers switch brands are:
1. Interaction with a rude employee;
2. An unexpected charge or fee; and
3. Poor quality of product or service.
What clients want is easiness to do things. To be serviced, to purchase, sell, solve problems, pay, get paid or just making an inquiry. Contact Centres must be prepared to give that kind of service.
Businesses say they recognize the need for better management of a multichannel environment, so, companies are facing big changes, mainly because technological innovations: social media, mobile devices, platforms like CLOUD.
If, as a client I need to repeat the information every step I make, If I receive misleading information or if I have to wait it will be very hard for me to do business with that company, and that relationship might be forever damaged.
- Contact centres continue to face the challenge of meeting rising customer service expectations. Companies that embrace emerging contact center technologies and customer-centric processes that make them more effective will continue to enjoy a competitive edge.
- Customers and markets can change in an instant – a challenge to which only truly customer-centric, collaborative and flexible organizations can respond. As a result, they can drive loyalty and satisfaction with a consistently high-quality experience at every touch point, channel and device.
- By evolving your customer interaction strategies, you can resolve problems faster. Collaboration solutions make it possible to build a customer care strategy from the right communications architecture. That way, you can increase customer loyalty, grow customer revenues and increase agent efficiency and retention. And it’s easier to service customers the way they want – whether in person, by phone, online, through social media, or via video.
Adopting ways that contact centers can improve the quality and efficiency of every interaction is the heart of the most responsive approach to:
Reducing costs through more efficient services
Turning every interaction into a personalized customer experience
Implement simple and lower-effort multi-channel technologies throughout customer experience
Customer expectations are shattering old business models. Customers demand an omni-channel experience that puts them at the heart of customer service operations. To achieve customer care and satisfaction levels, businesses must build an integrated customer-centric strategy.
Customers are shaping the trend Contact Centres have to follow in the future and we have to facilitate their adaptation to interact with the customer´s now and in the future.
This evolutionary vision within the customer relationship frame is what allows us to identify and anticipate emerging demands or to still not recognisable needs and propose new business solutions that might contribute to approach in a non reactive nor late manner market challenges and changes in client´s habits and trends.
We have gone through an individual management of each client interaction to a long term approach, that works integrating and coordinating all interactions, avoiding to break the established relationship with long waits, several attempts to reach the appropriate agent, or having to repeat the same information to several people.
We need to have business solutions capable of changing minds and changing companies to adapt to the new market perspectives and answer complex challenges to incorporate them fast to the internal operations of the company.
One that lets customer service agents work as efficiently as possible – regardless of their location. By providing seamless customer service, organizations can stand out and customers can get in touch the way they want to.
Contact Center agents, who use several disconnected applications during their workday, are demanding the same focus on usability applied to Web based browser tools that presents data in a way that is easy to understand so that they can focus on solving the customer’s issues and in delivering a differentiated service.
Simplifying the agent workspace. This includes removing not needed data elements from agent screens, automating tasks to increase agent productivity, and making relevant information to help personalize the interaction and easily accessible to agents.
Customer service agents need the right data at the right point in the service process to provide the right answers to customer questions. This involves accessing data from the disparate front- and back-end systems that comprise the greater customer service environment as well as trusting the data that is found.
Understand what data is needed at a particular point in the service process and ensure that data is available for service agents to use via agile integrations with other systems.
A prominent element in the Contact Centre is the dialler -> The importance of a good predictive dialler.One of the biggest transformations in the world of contact centres in recent decades has been the development of predictive markers. Predictive dialling has given a boost to productivity that has allowed agents spend talking only from 10-15 minutes per hour to more than 40 minutes per hour today.The main challenge has been to refine the "latency calls", ie, the time it takes the traditional predictive dialler to hear and detect that there is a customer in line before connecting the agent. Customers quickly know it is a call they don´t want to answer when they notice a silence on the call.Also, people who stay online are usually upset or irritated and respond sharply to the agents that come into the conversation late, putting them in an uncomfortable and stressful position. Besides all these short calls that end up being hung up represent an unnecessary cost.(Obviously, this does not happen with Presence Outbound Dialler)
Bur remember: The dialler “is not intelligent is only efficient”
Only this way the Contact Center will have an intelligent system that can provide value to the business and facilitate the objectives achievement.
How Knowledge is changing Customer Service
knowledge only has value when it is being used, not when it is being prepped to store:
the right information to help customers
They demand be faster and better
knowledge about the problems and solutions, and knowledge about the customers (the often forgotten part of the equation on customer satisfaction)
The answers must be searchable, easily available, and constantly and automatically updated as necessary
Run away of fuzzy metrics that cannot be replicated easily, which change frequently and which companies cannot control
We must have the answers to all their problems. All of them, not just some of them. - Maybe not that simple. You must try to have the answer to all solutions. This involves integrate the existing static knowledge with the dynamic knowledge that happens in every interaction in order to the agent can provide value to the user at the right time.
Knowledge About The Customers to establish relationships and getting to know them as better as possible.
You must find and merge information available from different sources, databases, surveys, support issues or needs reported from the different channels, or something else you can figure out about your organization to provide service proactively when a new contact happens.
The customer satisfaction starts with met expectations, and matching those to corporate knowledge is what service and support is all about
Expand knowledge by controlling the main KPIs for business: 1 -. Increase customer satisfaction -. Increase customer retention 2 -. Improve service processes and attention -. Increase Productivity 3 - Reduce operating costs Apply metrics on the operational elements that influence the service management / campaigns and influence the agents productivity.