More Related Content Similar to Strategies for an Efficient and Highly-Effective Support Organisation (20) Strategies for an Efficient and Highly-Effective Support Organisation2. Introduction to Moderator
Roger Courville
Principal, 1080 Group
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3
5. “Strategies for an Happy Customers @ Lower Cost -
Any Questions?
Efficient & Highly-
Effective Support
Organisation”
Peter McGarahan
President / Founder
McGarahan & Associates
6. Challenging /
cautious economic
outlook for 2010 /
2011.
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 6 6
Current Economic Drivers
• Challenging / cautious economic outlook for 2010 / 2011.
• Manage distributed workforce for increased utilisation / productivity.
• “Hold tight” budgets / staff – Enjoying the profit angle.
• Cost sensitive / value driven customers – Companies must be cost concessions.
• Optimize band‐aided processes / bolted‐on technologies / work‐around for cost
reduction & increased customer satisfaction (cost, benefit and value).
6
7. Manage distributed
workforce for increased
utilisation / productivity.
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 7 7
Current Economic Drivers
• Challenging / cautious economic outlook for 2010 / 2011.
• Manage distributed workforce for increased utilisation / productivity.
• “Hold tight” budgets / staff – Enjoying the profit angle.
• Cost sensitive / value driven customers – Companies must be cost concessions.
• Optimize band‐aided processes / bolted‐on technologies / work‐around for cost
reduction & increased customer satisfaction (cost, benefit and value).
7
8. “Hold tight” budgets /
staff – Enjoying the
profit angle.
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 8 8
Current Economic Drivers
• Challenging / cautious economic outlook for 2010 / 2011.
• Manage distributed workforce for increased utilisation / productivity.
• “Hold tight” budgets / staff – Enjoying the profit angle.
• Cost sensitive / value driven customers – Companies must be cost concessions.
• Optimize band‐aided processes / bolted‐on technologies / work‐around for cost
reduction & increased customer satisfaction (cost, benefit and value).
8
9. Cost sensitive /
value driven
customers
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 9 9
Current Economic Drivers
• Challenging / cautious economic outlook for 2010 / 2011.
• Manage distributed workforce for increased utilisation / productivity.
• “Hold tight” budgets / staff – Enjoying the profit angle.
• Cost sensitive / value driven customers – Companies must be cost concessions.
• Optimize band‐aided processes / bolted‐on technologies / work‐around for cost
reduction & increased customer satisfaction (cost, benefit and value).
9
10. Optimise:
band-aided processes /
bolted-on technologies /
work-arounds……..
……….. for cost reduction
& increased customer
satisfaction (cost, benefit
and value).
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 10 10
Current Economic Drivers
• Challenging / cautious economic outlook for 2010 / 2011.
• Manage distributed workforce for increased utilisation / productivity.
• “Hold tight” budgets / staff – Enjoying the profit angle.
• Cost sensitive / value driven customers – Companies must be cost concessions.
• Optimize band‐aided processes / bolted‐on technologies / work‐around for cost
reduction & increased customer satisfaction (cost, benefit and value).
10
11. What the Customer Expects!
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 11 11
• Anytime access / availability (7x24) to:
Knowledgeable Customer Service Professionals
Easy to find, easy to use self‐serve information
• Immediate response (Speed).
• Faster issue resolution / elimination.
• Accurate and consistent answers / solutions.
11
12. Anytime access / availability (7x24) to:
• Knowledgeable Professionals
• Self-serve information
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 12 12
• Anytime access / availability (7x24) to:
Knowledgeable Customer Service Professionals
Easy to find, easy to use self‐serve information
• Immediate response (Speed).
• Faster issue resolution / elimination.
• Accurate and consistent answers / solutions.
12
13. Immediate response (Speed).
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 13 13
• Anytime access / availability (7x24) to:
Knowledgeable Customer Service Professionals
Easy to find, easy to use self‐serve information
• Immediate response (Speed).
• Faster issue resolution / elimination.
• Accurate and consistent answers / solutions.
13
14. Faster issue resolution / elimination.
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 14 14
• Anytime access / availability (7x24) to:
Knowledgeable Customer Service Professionals
Easy to find, easy to use self‐serve information
• Immediate response (Speed).
• Faster issue resolution / elimination.
• Accurate and consistent answers / solutions.
14
15. Accurate and consistent answers / solutions.
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 15 15
• Anytime access / availability (7x24) to:
Knowledgeable Customer Service Professionals
Easy to find, easy to use self‐serve information
• Immediate response (Speed).
• Faster issue resolution / elimination.
• Accurate and consistent answers / solutions.
15
16. All Customers
All Access Channels
Improve
efficiency,
integration and
cooperation
across all
customer ‘touch-
points”.
An Opportunity to……………………
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 16 16
Improve efficiency, integration and cooperation across all customer ‘touch‐points”.
Provide the same customer experience across all “touch‐points”.
Automate and integrate all processes into one tightly unified, efficient system.
Anticipate the customer’s needs and be proactive.
16
17. All Customers
All Access Channels
Provide the
same customer
experience
across all
“touch-points”.
An Opportunity to……………………
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 17 17
Improve efficiency, integration and cooperation across all customer ‘touch‐points”.
Provide the same customer experience across all “touch‐points”.
Automate and integrate all processes into one tightly unified, efficient system.
Anticipate the customer’s needs and be proactive.
17
18. All Customers
All Access Channels
Automate and
integrate all
processes into
one tightly
unified, efficient
system.
An Opportunity to……………………
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 18 18
Improve efficiency, integration and cooperation across all customer ‘touch‐points”.
Provide the same customer experience across all “touch‐points”.
Automate and integrate all processes into one tightly unified, efficient system.
Anticipate the customer’s needs and be proactive.
18
19. All Customers
All Access Channels
Anticipate the
customer’s
needs and be
proactive.
An Opportunity to……………………
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 19 19
Improve efficiency, integration and cooperation across all customer ‘touch‐points”.
Provide the same customer experience across all “touch‐points”.
Automate and integrate all processes into one tightly unified, efficient system.
Anticipate the customer’s needs and be proactive.
19
20. All Customers
All Access Channels
Improve
efficiency,
integration and
cooperation
across all
customer ‘touch-
points”.
An Opportunity to……………………
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 20 20
Improve efficiency, integration and cooperation across all customer ‘touch‐points”.
Provide the same customer experience across all “touch‐points”.
Automate and integrate all processes into one tightly unified, efficient system.
Anticipate the customer’s needs and be proactive.
20
21. Level-2
OLA Specialist
Web/DB/Imaging
SLA Level-2
UC
Specialist
IS OPS Services
New
Customers Level-2
Specialist
Network & Technical
Customer Support
Services Level-3
Vendor Support
Level-2 Applications
HELP@YOURCOMPANY.COM
Specialist
QA/Security
Exiting Customers
Center
Level-3
www.HELPME.COM
Vendor Support
1-800.HELPME
Level-2 Programs
Specialist
Business Portal
Services
Level-3
Vendor Support
Level-2 Infrastructure
Employees Specialist
CRM /
Architecture
Level-2
Specialist
Business System
Services
Level-2
Partners
Specialist
Bus. Analysis &
Process Services
Introducing the Service Structure ………………………………
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 21 21
Improve efficiency, integration and cooperation across all customer ‘touch‐points”.
Provide the same customer experience across all “touch‐points”.
Automate and integrate all processes into one tightly unified, efficient system.
Anticipate the customer’s needs and be proactive.
21
22. Level-2
OLA Specialist
Web/DB/Imaging
SLA Level-2
UC
Specialist
IS OPS Services
New
Customers Level-2
Specialist
Network & Technical
Customer Support
Services Level-3
Vendor Support
Level-2 Applications
HELP@YOURCOMPANY.COM
Specialist
QA/Security
Exiting Customers
Center
Level-3
www.HELPME.COM
Vendor Support
1-800.HELPME
Level-2 Programs
Specialist
Business Portal
Services
Level-3
Vendor Support
Level-2 Infrastructure
Employees Specialist
CRM /
Architecture
Level-2
Specialist
Business System
Services
Level-2
Partners
Specialist
Bus. Analysis &
Process Services
Introducing the Service Strategy …………………………………
Questions, Issues Provide Knowledge Response Hold Vendor
& Requests / Training / Resolution Accountable
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 22 22
Improve efficiency, integration and cooperation across all customer ‘touch‐points”.
Provide the same customer experience across all “touch‐points”.
Automate and integrate all processes into one tightly unified, efficient system.
Anticipate the customer’s needs and be proactive.
22
23. Level-2
OLA Specialist
Web/DB/Imaging
SLA Level-2
UC
Specialist
IS OPS Services
New
Customers Level-2
Specialist
Network & Technical
Customer Support
Services Level-3
Vendor Support
Level-2 Applications
HELP@YOURCOMPANY.COM
Specialist
QA/Security
Exiting Customers
Center
Level-3
www.HELPME.COM
Vendor Support
1-800.HELPME
Level-2 Programs
Specialist
Business Portal
Services
Level-3
Vendor Support
Level-2 Infrastructure
Employees Specialist
CRM /
Architecture
Level-2
Specialist
Business System
Services
Level-2
Partners
Specialist
Bus. Analysis &
Process Services
Introducing the Shift-left Strategy to reduce support costs
Increase
Call Elimination / Reduce Reduce / Eliminate
First Contact
Self-service Escalations Dispatch
Res (FCR)
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 23 23
Improve efficiency, integration and cooperation across all customer ‘touch‐points”.
Provide the same customer experience across all “touch‐points”.
Automate and integrate all processes into one tightly unified, efficient system.
Anticipate the customer’s needs and be proactive.
23
24. Create a seamless, transparent and WOW customer experience
1.Simplify
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 24 24
24
25. Create a seamless, transparent and WOW customer experience
2.Prioritise
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 25 25
25
26. Create a seamless, transparent and WOW customer experience
3.Measure
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 26 26
26
27. Create a seamless, transparent and WOW customer experience
4.Relevant
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 27 27
27
28. Poll
• How do you currently measure customer
satisfaction?
• Transaction Surveys
• Periodic Surveys
• Focus groups
• Informal customer calls / emails
• Other
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 28
29. efficient. effective.processes
Tools &
Tools &
Technologies
Technologies
People
People Structure &
Structure &
(Education
(Education Strategy
Strategy
& Staffing)
& Staffing)
Service
Service
Organisation
Organisation
Customer
Customer
Measurement
Measurement Service
Service
& Reporting
& Reporting
Processes
Processes
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 29 29
29
30. efficient. effective.processes
Tools &
Tools &
Technologies
Technologies
engaged.utilised.people
People
People Structure &
Structure &
(Education
(Education Strategy
Strategy
& Staffing)
& Staffing)
Service
Service
Organisation
Organisation
Customer
Customer
Measurement
Measurement Service
Service
& Reporting
& Reporting
Processes
Processes
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 30 30
30
31. efficient. effective.processes
Tools &
Tools &
Technologies
Technologies
engaged.utilised.people
People
People Structure &
Structure &
(Education
(Education Strategy
Strategy
& Staffing)
& Staffing)
Service
automate.integrate.tools Service
Organisation
Organisation
Customer
Customer
Measurement
Measurement Service
Service
& Reporting
& Reporting
Processes
Processes
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 31 31
31
32. efficient. effective.processes
Tools &
Tools &
Technologies
Technologies
engaged.utilised.people
People
People Structure &
Structure &
(Education
(Education Strategy
Strategy
& Staffing)
& Staffing)
Service
automate.integrate.tools Service
Organisation
Organisation
Customer
Customer
Measurement
Measurement Service
Service
& Reporting
& Reporting
financial.performance.metrics
Processes
Processes
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 32 32
32
33. efficient. effective.processes
Tools &
Tools &
Technologies
Technologies
engaged.utilised.people
People
People Structure &
Structure &
(Education
(Education Strategy
Strategy
& Staffing)
& Staffing)
Service
automate.integrate.tools Service
Organisation
Organisation
Customer
Customer
Measurement
Measurement Service
Service
& Reporting
& Reporting
financial.performance.metrics
Processes
Processes
differentiate.your.customerservice
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 33 33
33
34. Collaboration
Share
knowledge,
tools,
expertise and
processes.
Cooperation
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 34 34
Build good working relationships (Collaboration / Cooperation) with all back office internal
groups.
Share knowledge, tools, expertise and processes.
Provide the same unified, seamless and transparent customer experience across all “touch‐
points”.
Simplify process by minimising hand‐offs/”touch‐points”.
Document everyone’s role and responsibilities.
Properly prioritise issues based on customer value / transaction value / resource
availability.
34
35. Collaboration
Provide
transparent,
consistent
service across
all “touch-
points”.
Cooperation © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 35 35
Build good working relationships (Collaboration / Cooperation) with all back office internal
groups.
Share knowledge, tools, expertise and processes.
Provide the same unified, seamless and transparent customer experience across all “touch‐
points”.
Simplify process by minimising hand‐offs/”touch‐points”.
Document everyone’s role and responsibilities.
Properly prioritise issues based on customer value / transaction value / resource
availability.
35
36. Collaboration
Minimise
hand-
offs/”touch-
points”.
Cooperation
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 36 36
Build good working relationships (Collaboration / Cooperation) with all back office internal
groups.
Share knowledge, tools, expertise and processes.
Provide the same unified, seamless and transparent customer experience across all “touch‐
points”.
Simplify process by minimising hand‐offs/”touch‐points”.
Document everyone’s role and responsibilities.
Properly prioritise issues based on customer value / transaction value / resource
availability.
36
37. Collaboration
Document
roles and
responsibilities.
Cooperation © 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 37 37
Build good working relationships (Collaboration / Cooperation) with all back office internal
groups.
Share knowledge, tools, expertise and processes.
Provide the same unified, seamless and transparent customer experience across all “touch‐
points”.
Simplify process by minimising hand‐offs/”touch‐points”.
Document everyone’s role and responsibilities.
Properly prioritise issues based on customer value / transaction value / resource
availability.
37
38. Prioritise issues
based on
customer value /
transaction
value / resource
availability.
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 38 38
Build good working relationships (Collaboration / Cooperation) with all back office internal
groups.
Share knowledge, tools, expertise and processes.
Provide the same unified, seamless and transparent customer experience across all “touch‐
points”.
Simplify process by minimising hand‐offs/”touch‐points”.
Document everyone’s role and responsibilities.
Properly prioritise issues based on customer value / transaction value / resource
availability.
38
39. Without Customers
There would be no business and therefore no need for my services
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 39 39
Think differently, creatively about how you deliver services.
Innovate and work hard to treat every. customer like they were your only customer.
WOW Them! Do something for them they wouldn’t expect.
39
40. voice Listen & Learn
of the
customer
Service
Differentiation
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 40 40
1. Be the “voice of the customer”.
2. Listen to / Learn from your customer
Know what’s important to them.
Ask what you are NOT doing, not just what you are doing well and not
doing well.
Survey customers who are NOT using your services.
3. Identify and leverage customer champions (external) and
senior customer sponsors (internal).
4. Know why you win customers (attraction), why you lose
them (defection) and what can you do to prevent losing
them (loyalty, retention & profitability).
40
41. engaged.happy.employees
Role Clarity
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 41 41
Traits of engaged, happy employees:
• Clear about the desired outcomes of their role.
• Challenge purpose to achieve goals.
• High energy and enthusiasm.
• Natural innovation and drive for efficiency.
• Emotionally committed to what they do.
• Commitment to company, work group, and role.
41
42. engaged.happy.employees
Role Clarity
Goal Oriented
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 42 42
Traits of engaged, happy employees:
• Clear about the desired outcomes of their role.
• Challenge purpose to achieve goals.
• High energy and enthusiasm.
• Natural innovation and drive for efficiency.
• Emotionally committed to what they do.
• Commitment to company, work group, and role.
42
43. engaged.happy.employees
Role Clarity
Goal Oriented
Always Motivated
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 43 43
Traits of engaged, happy employees:
• Clear about the desired outcomes of their role.
• Challenge purpose to achieve goals.
• High energy and enthusiasm.
• Natural innovation and drive for efficiency.
• Emotionally committed to what they do.
• Commitment to company, work group, and role.
43
44. engaged.happy.employees
Role Clarity
Goal Oriented
Always Motivated
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved
Committed44 44
Traits of engaged, happy employees:
• Clear about the desired outcomes of their role.
• Challenge purpose to achieve goals.
• High energy and enthusiasm.
• Natural innovation and drive for efficiency.
• Emotionally committed to what they do.
• Commitment to company, work group, and role.
44
45. Happy Customers?
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 45 45
Provide a positive customer service experience
through:
1. Caring, professional, and courteous interactions.
2. Exploring the customers needs and basing solutions on needs.
3. Taking ownership of issue and communicating necessary steps to solution.
4. Following‐up with customer to assure needs were met and satisfaction
with the solution.
45
46. Quality Monitoring
First Contact Resolution
Best Practice Processes
Incident Management
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 46 46
Quality Monitoring
Provides managers with transparency into support sessions.
Session recording for training and agent improvement.
Ensure consistent and professional customer experience.
First Contact Resolution
Timely closure, Quality resolution, Customer satisfaction index).
Efficiency and Effectiveness metrics: Resolution cost/time & Resource
utilisation.
Incident Management
Track the total “customer experience” with metrics, monitoring and
surveys.
Integrate Remote Capabilities into your Incident management
process/tool.
46
Measure and report response/resolution compliance to SLA
47. Eliminate
Solve
Deflect
Huddle
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 47 47
Provide customers access to alternate channels
to reduce volume of calls and emails.
Perform root cause analysis to identify and
eliminate repetitive issues, problems & calls.
Focus on the self‐service channel where:
Access is 24x7 and global.
Knowledge created once and utilised frequently.
Customer satisfaction is increased.
Achieve both call deflection at a lower cost.
Increase capacity to improve SLAs and perform higher
valued tasks.
47
48. FCR
BullsEye
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 48 48
• On average, every 1% percent increase in first‐contact
resolution (FCR) results in a 0.64% increase in customer
satisfaction.
• Efficiency metrics:
– Resolution cost & Resource utilisation.
• Effectiveness metrics:
– Timely closure, Quality resolution, Customer satisfaction index).
• Drive total support cost down while continuing to offer self‐
service solutions.
• Mean Time To Resolve (MTTR) decreases through seamless
team collaboration.
48
49. FCR
BullsEye
CSI MTTR
COSTS
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 49 49
• On average, every 1% percent increase in first‐contact
resolution (FCR) results in a 0.64% increase in customer
satisfaction.
• Efficiency metrics:
– Resolution cost & Resource utilisation.
• Effectiveness metrics:
– Timely closure, Quality resolution, Customer satisfaction index).
• Drive total support cost down while continuing to offer self‐
service solutions.
• Mean Time To Resolve (MTTR) decreases through seamless
team collaboration.
49
50. It’s a New Day…… Let’s
Resolve to:
1. Increase First Call Resolution
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 50
50
Increase First Call Resolution / First Level Resolution …..Lower cost per inquiry, request or
issue.
Know what call types you answer, fulfill or resolve at FC.
Know what call types you escalate.
Target call types for FCR that are currently being escalated.
Work with back office managers to provide training, access, and knowledge.
Handle all requests, password resets and repetitive “How‐To” training through Self‐Service
Portal (L0).
50
51. It’s a New Day…… Let’s
Resolve to:
1. Increase First Call Resolution
2. Know Who Calls
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 51
51
Increase First Call Resolution / First Level Resolution …..Lower cost per inquiry, request or
issue.
Know what call types you answer, fulfill or resolve at FC.
Know what call types you escalate.
Target call types for FCR that are currently being escalated.
Work with back office managers to provide training, access, and knowledge.
Handle all requests, password resets and repetitive “How‐To” training through Self‐Service
Portal (L0).
51
52. It’s a New Day…… Let’s
Resolve to:
1. Increase First Call Resolution
2. Know Who Calls
3. Know Why They Call
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 52
52
Increase First Call Resolution / First Level Resolution …..Lower cost per inquiry, request or
issue.
Know what call types you answer, fulfill or resolve at FC.
Know what call types you escalate.
Target call types for FCR that are currently being escalated.
Work with back office managers to provide training, access, and knowledge.
Handle all requests, password resets and repetitive “How‐To” training through Self‐Service
Portal (L0).
52
53. It’s a New Day…… Let’s
Resolve to:
1. Increase First Call Resolution
2. Know Who Calls
3. Know Why They Call
4. Know Who Solves It
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 53
53
Increase First Call Resolution / First Level Resolution …..Lower cost per inquiry, request or
issue.
Know what call types you answer, fulfill or resolve at FC.
Know what call types you escalate.
Target call types for FCR that are currently being escalated.
Work with back office managers to provide training, access, and knowledge.
Handle all requests, password resets and repetitive “How‐To” training through Self‐Service
Portal (L0).
53
54. It’s a New Day…… Let’s
Resolve to:
1. Increase First Call Resolution
2. Know Who Calls
3. Know Why They Call
4. Know Who Solves It
5. Shift Resolution / Cost Effective
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 54
54
Increase First Call Resolution / First Level Resolution …..Lower cost per inquiry, request or
issue.
Know what call types you answer, fulfill or resolve at FC.
Know what call types you escalate.
Target call types for FCR that are currently being escalated.
Work with back office managers to provide training, access, and knowledge.
Handle all requests, password resets and repetitive “How‐To” training through Self‐Service
Portal (L0).
54
55. Remotely
connect,
diagnose and
resolve technical
problems.
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 55 55
Remote Support:
Providing support professionals in any location the ability to access,
troubleshoot, diagnose, upgrade, or fix any computing device anywhere
around the world – without ever leaving their desks.
Service Delivery:
Remotely connect to user’s client device and ‘see’ the problem.
Reduces onsite visits required for software deployment, training, upgrades
and/or configuration changes.
Immediate Benefits:
Handle more support requests in less time.
Lower support costs by reducing costly escalations and desk‐side visits (e.g.
travel time).
Increase first‐call resolution rates.
Reduce overall incident‐handling times (MTTR).
Increase customer satisfaction. 55
56. Customer Back Office
Self-service Care Support Technical
$100 +
$100 +
Technologist/D
Technologist/D
$35+
$35+ evelopers
evelopers
Escalated
Escalated
Cost
call
call
$18-$23
$18-$23
First contact
First contact
resolution tts
s
resolution en
me n
$2 -- $12
$2 $12 ve m
ov e
prro
iim p
tt m
Sa
. Sa
Automated
Automated ustt.
us
A &C
&C
self-service
self- A
self-service SL
, SL
gs ,
ng s
aviin
av
stt s
s Categorize Call
Categorize Call
Co s
Co Types in Level they are
Types in Level they are
Call Elimination
Call Elimination Resolved in
Resolved in
Mean time to resolution
Bring visibility to repetitive, costly
issues, questions and requests .
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 56 56
1. Examine all issues, questions and requests and where they are ultimately resolved –
shift resolution to the most‐efficient and cost‐effective resources. .
2. Track percentage of resolved cases by resource, team, and location along with cost,
utilisation and effectiveness metrics.
3. Calculate a cost per call / contact / resolution along with analysis and plans to shift
costs left / lower.
56
57. Customer Back Office
Self-service Care Support Technical
$100 +
$100 +
Technologist/D
Technologist/D
$35+
$35+ evelopers
evelopers
Escalated
Escalated
Cost
call
call
$18-$23
$18-$23
First contact
First contact
resolution tts
s
resolution en
me n
$2 -- $12
$2 $12 ve m
ov e
prro
iim p
tt m
Sa
. Sa
Automated
Automated ustt.
us
A &C
&C
self-service
self- A
self-service SL
, SL
gs ,
ng s
aviin
av
stt s
s Categorize Call
Categorize Call
Co s
Co Types in Level they are
Types in Level they are
Call Elimination
Call Elimination Resolved in
Resolved in
Mean time to resolution
Focus on the ones continually being
escalated to costlier levels of support.
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 57 57
1. Examine all issues, questions and requests and where they are ultimately resolved –
shift resolution to the most‐efficient and cost‐effective resources. .
2. Track percentage of resolved cases by resource, team, and location along with cost,
utilisation and effectiveness metrics.
3. Calculate a cost per call / contact / resolution along with analysis and plans to shift
costs left / lower.
57
58. Source: HDI 2009 Practice & Salary Survey
Know Your Costs / Know Your Value / Know The Difference!
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 58 58
• Show value. Compare and contrast. Know you baseline.
• Prove financial impact of cost reduction strategies and continuous improvement
initiatives
• Justify investments using financial metrics.. Defend empirically against external threats.
• Reduce the cost of running your business
58
59. REPORTING
Collect 100% of all customer transactions and
tasks in a centralised data base and have real
time and historical insights into your
business, performance and customer
preferences and habits. 59
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 59
At The End of the Day, Does Your Reporting
Determine Success/Failure.
Tell a success story.
Validate beliefs or assumptions.
Measure performance.
Determine your organisational value.
Identify areas of action.
59
60. REPORTING
Success or Failure?
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 60 60
At The End of the Day, Does Your Reporting
Determine Success/Failure.
Tell a success story.
Validate beliefs or assumptions.
Measure performance.
Determine your organisational value.
Identify areas of action.
60
61. REPORTING
Fact or Fiction?
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 61 61
At The End of the Day, Does Your Reporting
Determine Success/Failure.
Tell a success story.
Validate beliefs or assumptions.
Measure performance.
Determine your organisational value.
Identify areas of action.
61
62. REPORTING
Actionable or Useless?
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 62 62
At The End of the Day, Does Your Reporting
Determine Success/Failure.
Tell a success story.
Validate beliefs or assumptions.
Measure performance.
Determine your organisational value.
Identify areas of action.
62
63. REPORTING
Valuable or Worthless?
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 63 63
At The End of the Day, Does Your Reporting
Determine Success/Failure.
Tell a success story.
Validate beliefs or assumptions.
Measure performance.
Determine your organisational value.
Identify areas of action.
63
64. & Type question here
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 64
64
65. Start delivering remote support today!
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Thank you for attending!
© 1997-2007 Citrix Online, a division of Citrix Systems, Inc. All rights reserved 65
As we wrap up today’s Lunch+Learn Webinar, thanks go out to our sponsor Citrix
GoToTraining. And if you would like to learn more about their easy to use online training
tools, please give the their team a call now. They’ll be happy to answer any questions and
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whitepaper ‘Engage! How to Avoid the Seven Sins of Live, Online Presentations’ .
I’d also like to thank our guest speakers today. Thank you Roger – it’s obvious by the
attendance levels today and the great questions that your presentations were highly
appreciated.
And lastly, thanks to YOU for attending and your involvement in today’s event – we
appreciate it. All the best!
65