Customer Strategy & Planning 2017 - The Forumtheforum.social/Portals/28/PDFs/Conferences/2017...

Raising Standards inCustomer OperationsTheForum

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Breakthrough – Releasing potential

#ForumConf

Monday 24th – Tuesday 25th April 2017The Majestic Hotel, Harrogate

Customer Strategy & Planning 2017


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Innovation Award Case Study

2

Staples

Before we start

■ Introduce yourselves on your table

■ Look at page 89-90 in the Best Practice Guide. What’s of most interest to you?


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Staples

3

■ Case study presentation

■ Time for your questions

■ Presentation of finalist certificates

Leigh McIlwaineContact Centre Specialist

The Forum


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Innovation Award Case Study

4

Staples■ David Edwards

■ Laura Waghorn

Feedback

Staples2017InnovationAwardsFinalists

Insight,Resourcing&OperationalTransformation

OurJourney

1

Who?

OfficeProducts

FacilitySolutions

TechnologySolutions

BusinessInteriors

PrintSolutions

2

OurVision

OurValues

3

OurVision:Everythingyourbusinessneeds.Atthelowestprices.Guaranteed.

OurOperatingModel:Ascommonaspossible.Aslocalasnecessary.

OurCultureShifts:Fromproductfocustocustomerfocus.Fromsilothinkingtoprocessthinking.

Theseguideourinteractionswithcustomersandeachother.TheyrepresentwhatmattersmostatStaplesandarecriticaltobringourVisionstolife.Welivethemeveryday.

4

5

OurFootprint

OurChannels

ONLINE:• Websitesin14Countries

ADVANTAGE:• ServingBusinessesacross29EuropeanCountries

650Employees

11Markets

9CustomerServiceLocations

20BusinessUnits

12Languages

1Multi-LingualHub(Outsourced)

Transformation

6

Infrastructure••OptimiseLocations

••RightSizeTeams

••ConsistentStructure

•• IntroduceOutsourcing

Technology••StandardisedCC

Technology

•• IncreaseSelfServe

••Alignwith••Web••ERP••CarrierStrategy

Process••Standard‘Orderto

Cash’process

••OptimiseOperatingModel••Centralising

SupportFunctions••Common

Standards••Performance

Improvement

People••StaplesServicology

acrossEurope

••Multiskilledworkforce

•• IncreaseCSLeadershipcapability

••Buildahighperformanceculture

OurJourney Begins…7

8

PlanInvolved• Workshops

• AspectTraining

• ProcessDesign&Communication

• WorksCouncilDiscussions

• Recruitment

• Telephonydeployment

• MIPortal

• OutsourcerGoLive

• RealTimeLaunch

Q1- 2015 Q2- 2015 Q3- 2015 Q4- 2015 Q1- 2016

TimelineofEvents

ForecastandScheduling

Communications 9

10

>8Weeks Week-8-4 Week-4-1 Week-1 LiveWeek

Longtermandstrategicplanning

HolidayGroupAllocations

Recruitmentneeds

OutsourceRequirements

Createschedules

ScheduleOptimization

Releaseschedules

Intervalforecasts

AspectMonthlyUpdates

CommunicateTempNeeds

AspectWeeklyUpdates

Handoverplans,meetingwithOpsandReal

Time

Finalizeplansandplanning

packs

ReviewPerformance

DailyResourceHuddles

Onthedayoptimization

Adherencemonitoring

Offlinerequests

Queuebalancing

Intradaysnapshots

WeeklyPlanningMeetings

Outsourcing

11

12

Launched–• 25th April2016

Languages–• 86productiveFTE,coveringFrontandBackOfficeTasks,supportingthefollowing

languages: • Swedish• Norwegian• Danish• Dutch

• German• English• French

13

Real-Time

Introduction CommunicationAgent

StructureRole’sand

ResponsibilitiesToexplainwhat

supportandinsightwecanprovidetotheoperation.

Toobtainanunderstandingofthe

operationbyquestioningwhattheyseeasContactCentre'sstrengthand

weakness’stounderstand.

Fromthiswecanestablishwhattheoperationsdesiredimprovementsareandhowthereal-timefunctioncansupportthis.

Weneedtoclarify:

• PreferredcommunicationMethodssuchasemail,phoneorchat?

• Frequencyofcommunication?

• Whatinformationordataneedstobeshared?

• PointsofContactandescalation

Tohelpfindthepotentialefficienciesfromflexingour

resourceweneedtounderstandtheexistingstaffing

structuresandskills.

ForExample–

CanandStaplesAdvantageAgent

supportOnlinecalls?

Canphoneadvisorssupportemailvolumes?

DoweusedifferentCRM’sforOnline

andAdvantagecalls?

Itisessentialtodocumentallthereasonsadvisorsmayneedtocome

awayfromtheircoredutiesontopofthenormalpre-plannedactivitiessuchas

teammeetingsandonetoone’s.

Eachsiteisuniqueastheyhavetheirownlegacyprocesseswhichcanleadto

additionaloffphoneactivities.

Thesecouldincludeclientspecifictasksoroutboundcalling

duties.

Oncewehavedocumentedtheprocessesthenext

stepisclarifyownership.

Forexampleloggingonthedayabsence.ItistheresponsibilityoftheoperationtoprovideReal-time

withthisinformation.Itisthentheirresponsibilityto

ensureitisaccuratelyloggedintheWFM

system.

Thiscouldalsoincludenon-

adherence.Thereal-timeteammay

highlightthisissue,butitisalinemanagers

responsibilitytofeedthisback.

Real-tim

eDe

sign

Worksho

p

OffphoneActivities

14

Communications

Real-TimeResources

15

HighLevelOverviewforCentralTeam

CountrySpecificDashboardsfor

LocalUse

Moredetailedviewfor

CentralTeam

Queueandadvisorlevelinformation

Details,Numbers,Action- DNA

16

HighLevelCountry

DashboardsTrendData

AdvisorQuartile

Performance

Daily&WeeklyShrinkageReports

WeeklyHeadcountPlans

Daily&WeeklyAdherenceViewsbyBusinessUnit

OurResultsDNASurveyResults

WFMTeamSurveyResults

17

Brexit

17 18

WhereNext…?• RealTimeLaunches

• GermanyandFrance– Q22017

• ContinuetobeCurious

• Identifynewopportunitiestomakeimprovements


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#ForumConf

Innovation Award Finalist 2017Staples

Thank You


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Questions

20

■ The Best Practice Site Visit will be: September TBC, Birmingham

■ Book for the Members’ Site Visit, using the form on your table or online now at: http://www2.theforum.social/sitevisitbooking


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National Awards & Gala Dinner

21

Gala Dinner26th September, Hilton Manchester

Finalists’ days in June & July


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#ForumConf

Innovation Award Finalist 2017Staples

Thank You


Gold Sponsor


#ForumConf

Monday 24th – Tuesday 25th April 2017The Majestic Hotel, Harrogate

Customer Strategy & Planning 2017

Customer Strategy & Planning 2017 - The Forumtheforum.social/Portals/28/PDFs/Conferences/2017...

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Transcript of Customer Strategy & Planning 2017 - The Forumtheforum.social/Portals/28/PDFs/Conferences/2017...