on target! ecommerce
Post on 23-Feb-2016
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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
ON TARGET
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…
ON TARGET
What else can a contact center offer the client?!
ON TARGET
Operational Efficiency
Operational Collaboratio
n
Program Efficienc
y
ON TARGET
What We Will Cover Today
What is Operational Collaboratio
n?
How Does This Help My Client?
What To Do Next!
ON TARGET OperationalCollaboration
ON TARGET
CAN YOU HELP ME REDUCE MY CALL VOLUME?
ON TARGET
DATA
ON TARGET HOW CAN WE USE OUR DATA TO HELP OUR CLIENT REDUCE THEIR CALL VOLUME?
ON TARGET
ON TARGET
eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
ON TARGET
eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
ON TARGET
eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
ON TARGET HOW DO OUR REPORTS AND COMMUNICATION LOWER CLIENT CALL VOLUME?
ON TARGET
eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
ON TARGET
eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
CUSTOMER
ON TARGET
eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
CUSTOMER
ON TARGET
eCommerce Client
Contact Center
Business Partners
Social Media
Web Site
CUSTOMER
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
ON TARGET
OPERATIONAL COLLABORATIONThe use of “ALL” data to improve the experience our client’s customer has every time they interact with us.
ON TARGET
Sources Of “ALL” Data
CONTACT CENTER CRM
ON TARGET
PROGRAM EFFICIENCY
ON TARGET How Does This Help My Client?
ON TARGET
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.
ON TARGET
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.
ON TARGET
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.
ON TARGET
CONTACT CENTER CRM
ON TARGET
THE LARGEST DATA SOURCE
FORTHE LARGEST
SPENDERS OF E-COMMERCE
What Did We Create?
ON TARGET
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
ON TARGET
WHAT WAS THE RESULT?
ON TARGET
Jan-10Fe
b-10Mar-
10Ap
r-10
May-10
Jun-10Jul
-10Au
g-10Se
p-10Oct-
10Nov
-10Dec-
10Jan
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b-11Mar-
11012345678
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.
ON TARGET
Jan-10Fe
b-10Mar-
10Ap
r-10
May-10
Jun-10
Jul-10Au
g-10Se
p-10Oct-
10Nov
-10Dec-
10Jan
-11Fe
b-11Mar-
110
50001000015000200002500030000350004000045000
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.
ON TARGET
HOW DID THIS HELP US?
ON TARGET CLIENT ATTRITION
RATE!
ON TARGET
What To Do Next!
ON TARGET
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
ON TARGET
PULL THE TRIGGER!!
ON TARGET
QUESTIONS?
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