3. ON TARGET
The Go-To List!
Clear Processes for Solving Common
Problems
Continuous Improvement Training
Skills Based Routing
Live Call Monitoring & Coaching
Inter-Agent Chat
Workable Agent to Supervisor Ratios
Agent Feedback Process
5. ON TARGET
Contact OPERATIONAL eCommerce
Center EFFICIENCY Client
- Lower Average Handle
Time
- Faster Average Speed To
Answer
- Higher First Interaction
Resolution Rates
- Lower Cost per
Interaction
- And so on…
6. ON TARGET
What else can a
contact center
offer the client?!
7. ON TARGET
Operational Operational Program
Efficiency Collaboration Efficiency
8. ON TARGET
What We Will Cover Today
What is How Does
What To Do
Operational This Help My
Next!
Collaboration? Client?
21. ON TARGET
Contact
CUSTOMER Center
eCommerce Business
Web Site
Client Partners
Social
Media
22. ON TARGET
The Go-To List!
Clear Processes for Solving Common
Problems
Continuous Improvement Training
Skills Based Routing
Live Call Monitoring & Coaching
Inter-Agent Chat
Workable Agent to Supervisor Ratios
Agent Feedback Process
23. ON TARGET
The use of “ALL” data to improve
the experience our client’s
customer has every time they
interact with us.
27. Who Are Our Client’s
ON TARGET
Customers?
Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com
– royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.
28. ON TARGET
Which of Them Are Social?
Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com
– royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.
29. ON TARGET
Which of Them Are Social?
Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com
– royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.
32. ON TARGET
What Does This Allow Us?
Answer with the caller’s name via ANI
lookup
Know the customer’s buying habits
See customer’s Likes & Dislikes from
their Facebook profile
Be able to see all past interactions in
one place
Not force customer to repeat
themselves each time they
call, email, web chat or interact with
us on any other communication
channel
39. ON TARGET
First 5 Steps To Get Started
1) Speak to your IT team about how to
integrate your systems with social media
API codes
2) Have your team prepare a full training
program to teach agents how to use the
new tools
3) Review hiring profiles to make sure your
team has the ability to support this new
style of support
4) Choose one client to test out the new
processes
5) Speak to your client about what you want
to do and get their input and buy in