Optimsing Contact Centre interactions using AI to deliver ... · Optimising Web Engagement Visitors...
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Optimsing Contact Centre interactions using AI to deliver improved customer engagement and contact centre performance Founder and Director, Transformation Now Jonathan George
Transcript of Optimsing Contact Centre interactions using AI to deliver ... · Optimising Web Engagement Visitors...
Optimsing Contact Centre interactions using AI to deliver improved customer engagement and contact centre performanceFounder and Director, Transformation NowJonathan George
BackgroundIntroduction
Transformation Now
Optimsing Contact Centre InteractionsThe size of the prize
Transformation Now
Optimsing Contact Centre InteractionsChanging contact centre landscape
Transformation Now
Optimsing Contact Centre InteractionsChanging contact centre landscape
-Complexity
-Cost
-Customer interactions
-ROI
-Conversion
-Customer experience
Transformation Now
Optimsing Contact Centre InteractionsOptimising Web Engagement
Visitors on site at any given point in time
Contacts from online visitors• Static contact channel visibility
Contacts from online visitors• Personalised contact channel visibility
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Optimsing Contact Centre InteractionsOptimising voice customer interactions
Transformation Now
Optimsing Contact Centre InteractionsOptimising voice customer interactions
Customer Employee
Improved ROIand
Improved Net Promoter Scoreand
Improved Customer Experience
Transformation Now
Optimsing Contact Centre InteractionsChanging contact centre landscape
Transformation Now
Contact Centre
Specialist
Flexible and engaging
environment
Highly engaged
Multi-skilled expert
Measured by NPS and CE
Customer orientated
High autonomy
Highly knowledgeable specialist delivering exceptional personalisedservice
Optimsing Contact Centre InteractionsLearnings
Transformation Now
Optimsing Contact Centre InteractionsLearnings
High Collaboration
Contact Centre
HR Marketing IT Complaince CEO
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Optimsing Contact Centre InteractionsLearnings
Colleague Focus Group
Customer and Employee Surveys
Quarterly Town Halls
Engagement Tools
Exit Interviews
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Optimsing Contact Centre InteractionsLearnings
Feedback Inform
ReviewRetain
ChatterboxFeedback from customerstaken from colleagues via an online form.
Daily BulletinColleagues informed of changes by a daily bulletin update communicated directly to their desktop.
Ask, ASKAll important information is retained online in a simple to use knowledge database.
Clever NellyColleagues tested via a fun and interactive online quiz.
Transformation Now
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Optimsing Contact Centre InteractionsLearnings
08:30
Customer informs colleague of mailing error and colleagues immediately raise it on Chatterbox.
Investigation begins and meeting held with CFG to discuss options and preferred outcome for colleagues and Customers
Fulfilment house informed and error fixed. Communication agreed and update provided for colleagues.
10:00 14:00 Day +3
New fulfilment starts landing with error resolved. Colleagues are informed and can update Members quickly and efficiently.
Transformation Now
Optimsing Contact Centre InteractionsLearnings
Day 1
Colleagues identify knowledge gap which is having a big impact on colleagues and Members. Group agree on how to best resolve the gap and nominate owner.
Owner begins to organise plan and provides an update to Colleague Focus Group on solution. Group share good news with the department colleagues.
Plan shared with colleagues via official communication channel and final plans put in place.
Day 3 Day 4 Day 7
Knowledge gap plugged which benefits both colleague and members. Ongoing support provided and knowledge regularly reviewed
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Feedback
Questions?
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