Voice of the Contact Centre Mark Lockyer Agenda Why? The Challenge - PowerPoint PPT Presentation

Voice of the Customer & Voice of the Contact Centre Mark Lockyer

Agenda • Why? The Challenge • What? VoC + VoCC = CLV • How? Analytics to Impact

What We Do Contact Centre 3.0 Strategy & Innovation Unique IP Created Contact Centre Tools & Performance Software Contact Centre Systems Integration & Delivery Phone, Web, VOIP and Data Contact Centre Integration Virtual IT Department Support And Service Business Connectivity, LAN, WAN VOIP, Data Networks

Why? The Challenge

Loyalty Market leaders Differentiate by doing something exceptional or exceptionally well

The measurement challenge • See your business analytically through the eyes of your customer • How does the Customer Journey affect Brand Performance • Analyse and Identify priorities for customer experience improvements • Data segmentation is essential • Build trustworthy data that links to % profit growth 0 25 75 100 80 Billing 60 Misinformation 40 Shipping 20 Online

The management challenge • Empower the organisation to act on data so your customer experience goals can be realised • Get the right data into the hands of the right people, at the right time. • Give people access to information through systems they want to use • Build on proven best practice • Engage the organisation at speed and drive action

Drive action

Excellence is translated into your day to day for Contact Optimisation An optimised customer 1. Having the lowest possible cost per contact, interaction, regardless of 2. Highest propensity for sales revenue and channel, is defined as: 3. The best customer expressed experience.

IPI’s Broader View on Optimisation VoC + VOCC is concerned with finding how the interactions between the Business and the Customer can be optimised. This may include: CONTACT CENTRE • Manually reviewing customer Interactions (QM) CONTACT OPTIMISATION • Automatically Analysing multiple VOC + VOCC customer interactions (Analytics) • Automatically optimising available time to develop employees (WFM) • Capturing and reviewing customer satisfaction (CSAT Management)

What? Voc + VoCC = CLV

Voice of the Customer (VOC) Web/ Internet are changing: Social Media Demographics are Changing: Virtualization is Generational Shift Contact Center happening: Distributed & Outsourced Organizations Competition is Interactions are changing: changing: The Rise of Global Hyper Self Service Competition

Voice of the Contact Centre (VoCC) CXO: Employees: Grow revenue and market share Meet my needs too Contact Center Finance: Customer: Reduce Expenses Give me answers … quickly Marketing: Launch our new campaign

What VOC + VOCC Technologies drive increased CLV? Analytics-Driven WFO Data Analytics Speech Analytics Customer Traditional WFO Feedback Enterprise Value Performance Mgt eLearning WFM Quality Monitoring Record, Store & Playback Compliance and Agent/centre Customer Operational Liability Performance Experience Effectiveness Complexity of Objective

Extracting insight from ANALYTICS Across VoC & VoCC Touchpoints Survey Analytics SpeechAnalytics TextAnalytics • Deep Behavioral Insights • Transactional & Relationship • Open Survey Verbatim Satisfaction • At-risk Customers • Email/Chat/SMS • Employee Feedback • Automated Root Cause • Customer Sentiment • Loyalty Drivers Analysis • Social Media Analysisand • Self-serviceAbandonment • Product/Service/Channel Response Feedback Voice Unstructured Text Structured Surveys Omnichannel - EngagementAnalytics

Action drivers of VoC are automatically identified so the business can prioritize actions Results • Prioritizes areas of investments & improvements • Understand the strength of association between actions and outcomes • Build business cases on statistically relevant drivers

Value of VoC + VoCC Reduce Average HandleTime Increase First Contact Resolution Detect root cause of longcalls Determine and eliminate repeat call drivers Improve Self-Service Improve Customer Satisfaction Assess departure points of web and IVRchannels Uncover customer complaints Focused Quality Monitoring Increase Sales Find the calls that “matter most” in a fraction of Pinpoint best (and worst) selling behaviours the time Reduce Customer Churn Improve Business Processes Determine what causes customers to cancel Leverage customer interactions to find process accounts and how good agents savethem inefficiencies

Questions