Customer Service Drives Bottom-line Impact

5/2/2013

1

Customer Service Drives Bottom-line Impact

(c) 2013 Copyright - Bluewolf and Bob Furniss 2

5/2/2013

2

Customer Service Drives Bottom-line Impact


The New Metrics of Success

Leading organizations are not only measuring the time and cost it takes to service a customer, but their customer's overall engagement with their brand.


5/2/2013

3

Small Efficiency Gains, Large Impact


What is the Cloud?

› What is it?

› Why does it matter to contact centers?

› What is the expected impact to the industry?


5/2/2013

4

What technology has moved to the cloud?

› Email› Google Mail

› Outlook

› Documentation› Google Docs

› Office

› EverNote

› iOS/Android

› Telephony› Contact Centers

› IVR

› CTI


› Quality Management› Contact Center ISP

› Nice

› In-Contact

› Monet

› Etc.

› CRM› Salesforce

› RIghtNow

› Microsoft

› Etc.

Who are the key players in contact centers?

5/2/2013

5

Companies are turning to the Cloud as a tool


Aligning Technology to a Customer-Obsessed Culture—Transforming Key Areas of Customer Care

For Customers For Agents For Partners/Channels

For Management

Superior service through any channel of choice

Streamlined productivity through a single system of truth

Removing barriers and delivering seamless training & sales and service cycles

Optimizing organizational performance through improved visibility

Knowledge & Answers IVR/VRU Integration Contact & Case Mgmt. Linked to Sales

Channel of Choice Real-time Collaboration Partner Portal Training & Calibrations

Self-Service Knowledgebase Communication Reporting & Dashboards

Live Agent ChatCommunity Sharing & Innovation

Knowledgebase Workforce Management

Social MediaUniversal Contact & Case Mgmt

Communications

Social Media Workflow & Approvals


5/2/2013

6

Support Trends

Process focused

Cost Center

Silo’d

Hierarchical

Command & Control

Control

Requirement

Known

Support

(c) 2013 Copyright - Bluewolf and Bob Furniss

Creative

Revenue Center

Social

Networked

Freedom & Responsibility

Multi-Context

Guidelines

New

Customer Experience

11

› Impact to the customer

› Impact to the agent

› Impact to the center

› Impact to the bottom-line

The importance of Cloud CRM


5/2/2013

7

Examples of Comprehensive Functionality

› Agent Console › A true multi-channel agent console that is intuitive,

configurable and designed for productivity. Easily integrate your back-office systems into the console to give agents one screen for the entire service process.

› Self-Service Communities › Break down the silos between knowledge-based Break

down the silos between knowledge-based self-service and communities with an integrated self-service experience so customers have one place to go for answers.

› Knowledge › The Salesforce KCS certified knowledge application lets you

provide consistent and accurate answers to customers and agents alike.

› Contacts & Entitlements › Give every customer the level of service they deserve. Keep

tabs on key milestones and metrics to stay compliant with SLAs.

› CTI › Easily integrate with over 80 of the most popular telephony

systems without the need for desktop software with our 100% cloud-based CTI adaptor. And make your phone agents more productive.

› Social Support › Listen to customers in over 200M social media channels,

filter actionable social posts, and respond to customers in the channel of their choice.

› Collaboration › Let your agents and experts collaborate instantly around a

case to swarm around problems and resolve cases faster and more efficiently.

› Live Chat › Integrated live chat allows for seamless escalation to the

contact center from your web site, the ability to handle multiple chats at a time, and a complete chat history for compliance and reporting.

› Mobile › As a service executive stay on top of key contact center

metrics from anywhere on your mobile device or tablet. Customers get mobile self-service and community service on the go so they never have to call your agents.

› Analytics and Reports › No complicated setup, just the customer service metrics that

are important to you. In real time. From the VP of support to a line manager in the contact center, configure new reports and dashboards with a few mouse clicks and no calls for IT support.


Best Practices – Making the Cloud CRM decision

› 10 Tips for a CRM Implementation1. Establish a Vision

2. Gain Executive Support

3. Define Your Business Processes

4. Understand Data Migration and Integration

5. Form a Governance Board

6. Involve Users in Proof of Concept

7. Identify Your Entire Company's Training Needs

8. Roll out the system incrementally

9. Staff in Ways That Enable Innovation

10. Communicate Regularly With Business Users


5/2/2013

8

The importance of Knowledge Management

• Customer Support / Customer Care Centers

• Businesses that troubleshoot products using very specific guidance / instructions› Example: To connect the Dell Latitude model 3NG482 to the Internet, follow

these 5 steps:….

• Businesses that support a large set of products with many components› Ex: Check the fanbelt installed in the 2008 Jeep Cherokee 4WD Eddie Bauer

edition if the clutch is sluggish when shifting from 2nd to 3rd gear.

• Businesses with large support centers


Are you ready for KM? Why is it important?

• Is there executive buy-in in the Support Center to drive cultural change needed to shake up the old ways of managing knowledge?

• Is the culture really ready to fix what is broken even if that means not having perfect control over the ownership & publication of all documents?

• KM, when implemented and adopted correctly, can show quick KPI improvements


5/2/2013

9

What is your KM readiness factor?

KM objectives & challenges identified

Need a plan

Plan developed; being deployed

Plan deployed; seeking improvement

Objectives & challenges met

Identifying need to implement KM

Knowledge as the “Enabler” of Service

• Needs for Knowledge matches the goals for Service:› Scale the business cost-efficiency

› Reduce low-value, redundant contacts

› Understand what callers are asking/saying

› Improve the experience

› Increase customer loyalty


5/2/2013

10

“The number one obstacle to success for major change projects is employee resistance and the ineffective management of the people side of change.” -Prosci


Best Practices: Adoption - Communications

1. Maintain a dedicated resource for communications and adoption strategies.

2. Use multiple channels to deliver both company-wide and targeted communications.

3. Utilize champions as communications support and alternative.

4. Reward colleagues for being active and engaging in communications.


5/2/2013

11

Best Practices: Adoption - Training

› Maintain a dedicated resource for training and adoption strategies.

› Provide alternative and custom training options (OLT, WebEx,

Onsite).

› Ensure all segment Champions are engaged in training sessions.

› Host a post training hotline for user questions/feedback.

› Get regular feedback from feedback portal/daily post-training

Champion calls during launch.

› Engage Managers and Executives in special/additional training.


Best Practices – Contact Centers

› Hardware and software investments are minimal if needed at all.

› Flexibility is built in.

› Impact› Speed of innovation

› Speed of deployment.

› Flexible agents, located anywhere.

› Enhancements and upgrades occur seamlessly.


5/2/2013

12

Cloud Governance: The decision making processes, criteria & policies for the planning, architecture, acquisition, design, deployment, operation and management of Cloud apps.

Governance: It’s different in the cloud

Traditional Governance� Driven by IT almost exclusively

� Control orientation

� Long development cycles

� Focus on large releases

� Organizational silos

� End-User detachment

� Process can alienate business

Cloud Governance� IT-Business Unit collaboration

� Rapid Decision-making & execution orientation

� Multiple release cadences

� Delivering continuous innovation

� Flexible org structures

� End-user Engagement


Best Practices - Social Enterprise

› Defining the Social Enterprise› Internal Operations and Collaboration

• Transparency

• Customer/Client Engagement

› Brand Building

› Establishing an Internal Culture

• Driving Employee Engagement

– Break Down Silos

– Share Real Time

– Faster Stronger Internal Engagement

– Eagle's Eye View


5/2/2013

13

Best Practices - Social Enterprise

› How to Bring Social Enterprise to you Work Place› Tools and Platforms› Internal Champions› Defining Standards of Collaboration› Executive Oversight/Buy-in› Metrics› Experimentation

› Building an External Social Enterprise› Facebook and Twitter are Baby Steps› Thought Leadership› An Ear to the Ground› Knowledge Communities› Talking and Listening to your Consumers and Clients› Incentivize Participation› Ensure Quality of Content› Invest in Metrics


#ACCE13 icmi.com | 800.672.6177#ACCE13 icmi.com | 800.672.6177

Thank you for attending

Please fill out a session evaluation

Customer Service Drives Bottom-line Impact

Documents

Transcript of Customer Service Drives Bottom-line Impact