60in60 roundtable: multi-channel and cloud solutions
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60in60 Roundtable: Multi-Channel and Cloud SolutionsTRANSCRIPT
Multi-Channel and Cloud Solutions Virtual Conference “60in60 Roundtable” Ian Jacobs Customer Experience Evangelist, Genesys @iangjacobs
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 2
Agenda
- Challenges for the Multi-Channel Agent - Multi-Channel Metrics - Multi-Channel and Big Data - Creating a Cross Channel/Omni-channel Experience - Tips and Best Practices for Adding Channels - Creating a Multi-Channel Strategy
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 3
Plan for the Major Hurdles
Lack of Context Across Channels
Providing Consistent Experiences
Selecting the Right Channels
Poor Hiring / Training
Extends Customer
Frustration
Wrong Agents
Wrong Channels
Unequal and
Annoying
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 4
3D Metrics
Performance
Continuous Journey
Metrics
• Channel Jumps • VoC • True Resolution
Metrics
• Handle Time • Containment • FCR
Metrics
• Total Handle Time • Adherence • Engagement
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 5
Big Data and Customer Journeys Together
Map Key Journeys
Identify Pain Points and Root Causes
Assess Value-at-Stake and Prioritize
Assess Impact with KPIs
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 6
Customer Experience Maturity Model
Time
Feat
ure
Siloed Touchpoints and Channels
Multivendor technology infrastructure managing channels of interaction in contact center and across departments
FCR is low due to sub optimal agent assignment
Fragmented analytics giving partial views
Self-service not effective leading to channel switching
Common Situation
Improved self-service Optimal Agent Routing Agent Scripting FCR improvement Speech analytics for
voice-centric contact centers
Comprehensive single view analytics
Workforce Optimization enacted
Touchpoint CX Optimization
Multi-Channel CX Touchpoint
Addition of multiple channels to same touchpoint
Consistent, seamless experience across channels
Customer context shared across channels
Agent with blended channel work schedules
Multi-skilling; cross-training of agents
Soft channel switching without loss of context
Self-service context passed to agents
Journey Optimization
Journey redesign for optimal results
Streamlined journeys leveraging proactice notifications andl live communications
Journey-specific expereinces delivered across touchpoints including
Workforce blending of workday as appropriate
Optimizing the Customer Journey
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 7
Understand YOUR Customer Preferences
Source: Ovum
First channel choice SMS 3%
Web chat 5%
Web self service
9%
Phone to live agent 56%
E-mail 24%
Other 3%
Second channel choice
Other 12%
E-mail 35%
Phone to live agent 20%
Web self service 16%
Web chat 10%
SMS 7%
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