Ecommerce Basics Standard 2 Objective 1. Ecommerce Business conducted on the internet.
On Target! eCommerce
description
Transcript of On Target! eCommerce
On Target! eCommerce
By: Michael C. McMillan
ON TARGET
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
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OFF TARGET!!!
ON TARGET OPERATIONAL EFFICIENCY
eCommerce Client
Contact Center
- Lower Average Handle Time
- Faster Average Speed To Answer
- Higher First Interaction Resolution Rates
- Lower Cost per Interaction
- And so on…
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What else can a contact center offer the client?!
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Operational Efficiency
Operational Collaboratio
n
Program Efficienc
y
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What We Will Cover Today
What is Operational Collaboratio
n?
How Does This Help My Client?
What To Do Next!
ON TARGET OperationalCollaboration
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CAN YOU HELP ME REDUCE MY CALL VOLUME?
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DATA
ON TARGET HOW CAN WE USE OUR DATA TO HELP OUR CLIENT REDUCE THEIR CALL VOLUME?
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ON TARGET
eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
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eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
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eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
ON TARGET HOW DO OUR REPORTS AND COMMUNICATION LOWER CLIENT CALL VOLUME?
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eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
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eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
CUSTOMER
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eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
CUSTOMER
ON TARGET
eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
CUSTOMER
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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
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OPERATIONAL COLLABORATIONThe use of “ALL” data to improve the experience our client’s customer has every time they interact with us.
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Sources Of “ALL” Data
CONTACT CENTER CRM
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PROGRAM EFFICIENCY
ON TARGET How Does This Help My Client?
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Who Are Our Client’s 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.
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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.
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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.
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CONTACT CENTER CRM
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THE LARGEST DATA SOURCE
FORTHE LARGEST
SPENDERS OF E-COMMERCE
What Did We Create?
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What Does This Allow Us?Answer with the caller’s name via
ANI lookupKnow the customer’s buying habitsSee customer’s Likes & Dislikes
from their Facebook profileBe able to see all past interactions
in one placeNot force customer to repeat
themselves each time they call, email, web chat or interact with us on any other communication channel
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WHAT WAS THE RESULT?
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Average Handle Time
An average reduction in AHT of 3 minutes.
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.
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Call Volume Web Chat VolumeSocial Media Volume
A 5% - 10% average reduction in total volume
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.
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HOW DID THIS HELP US?
ON TARGET CLIENT ATTRITION
RATE!
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What To Do Next!
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First 5 Steps To Get Started1) 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
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PULL THE TRIGGER!!
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QUESTIONS?