methods to optimize your customer experience
DESCRIPTION
Methods to Optimize Your Customer Experience. Roxanne Burkey Director, Technical Solutions Marketing Avaya. Delight Your Customer!. Total Customer Interaction Enablement Contact anywhere, anytime, anyway Rich Customer Experience Case studies Performance Management - PowerPoint PPT PresentationTRANSCRIPT
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
#AvayaATF
Methods to Optimize Your Customer ExperienceRoxanne BurkeyDirector, Technical Solutions MarketingAvaya
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL3
Delight Your Customer!
• Total Customer Interaction Enablement• Contact anywhere, anytime, anyway
• Rich Customer Experience• Case studies
• Performance Management • Optimize customer, agent, management experience
• Professional Services• Key Learning / Summary• Additional Information / Resources
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
Increasing Economic Pressures
Changing Patterns ofCustomer Service
Increasing Customer Expectations
Today’s Customer Service and Sales Reality
4
Increasing Competitive Pressures
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
How Will You Keep Pace?
5
Will my current technology enable the growth that I need?
Is my customer experience strategy aligned to my processes, people, culture?
How do I ensure that I constantly improve the customer experience?
Do I appreciate the impact customer experience could have on my organization’s brand?
Can I deliver a sustainable, growing ROI from my customer experience investment?
Does my current Customer Experience Strategy improve Net Promoter Scores and Customer Lifetime Value?
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
The Avaya Customer Experience Framework
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Actionable Insights. Better Engagement. Superior Results.
Awareness
Persistent Conversation
Preserve Existing Investments
Leverage Common, Open, Connected
Platform
Connect to Avaya, Third Party and
Competitive Solutions
DESI
GNSe
amle
ss, C
onne
cted
Cus
tom
er
Expe
rienc
e
MAN
AGEM
ENT
Stre
amlin
ed, S
impl
ified
, Bus
ines
s Dr
iven
Man
agem
ent
INTERACTIONConnected, Intelligent, Persistent Customer Engagement
PERFORMANCE End to End, Scalable, Real Time Business Intelligence and Insight
EXPERIENCE1:1 Matching of Customers to Resources using Contextual
Awareness
Actionable Insight
Enterprise wide Engagement
Right Media, Right Time
Layer on New Capabilities
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL7
Customer Interaction Enablement
• Blended Customer Interactions• Voice, eMail, SMS, Web Chat, Social Media, etc
• Agent Enablement• Tools, business processes, ability, etc.
• Proactive Outreach• How and when to reach out
• Connecting with backend data systems• Customer history, preferences, status, etc.
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
Devices
Avaya Customer Experience Framework Integrated
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Connected to a Larger Ecosystem
Your Customers
Business Applications
Contact Center
Enterprise Resources
OutsourcersSupply Chain
Business Processes
Collaboration Framework
Networking Equipment
Collaboration Framework
DES
IGN
MA
NA
GEM
ENT
PERFORMANCE AND ANALYTICS
EXPERIENCE MANAGEMENT
INTERACTION
Open Framework to Connect with Avaya, Third Party and Competitive Solutions
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
Proven Business Impact
9
Provide Exceptional Service at a Lower Cost and Better Margins
For Your Business
Customer Lifetime Value
Differentiated brand Better Net Promoter Score Lower costs, increased
revenue, improved profitability
Flexible architecture while managing business complexity
For Your Employees
Staff Retention
Positive, productive work environment
Right information and resources to work effectively
Opportunities to collaborate Flexibility and empowerment
Customer Satisfaction
Anytime, anywhere, any channel
More personalized experience Reduced waiting and transfers Improved first contact
resolution
For Your Customers
160% ROI... Lower attrition, increasing productivity
99% of customers report very courteous service
Increased sales 20%, improved customer satisfaction
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
Richer Customer Interactions
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Create Frictionless Service, Make Life Easy, to Differentiate
Technical Support
Type of Issue
Basic Troubleshooting
Description of Problem
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL11
Why Avaya for Customer Experience Management?
Expertise and Best Practice
Positive Impact on Business Results
Proven, Reliable Solutions for Today and Tomorrow
• #1 market share globally (36%), leader in Gartner Contact Center Magic Quadrant1
• J.D. Power and Associates “Excellence in customer service and support” fourth consecutive year2
• Global partner ecosystem of industry and application development specialists, backed by Avaya
• 97% of customers experiencing First Contact Resolution 3
• 84% of customers satisfied with service 4
• 3 x improvement in sales 5
• Customer service ratings increase average of 28% with Avaya 6
• Solution to address current requirements and future growth
• Proven business transformation methodology• Avaya commitment: “Your Path, Your Pace, Your
Choice”• Mission-critical reliability so you can sleep at night
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL12
Imagine…
Right Media, Right Time
From Simple “Reaction”…to Proactive, Dynamic, Personalized Experience
Enterprise wideEngagement
From Silo’d Interactions……to Connected, Aligned Resources, Functions, and Processes
Actionable Insight
From Basic Understanding……to Knowing Preferences, Value, Current Situation... and Acting on It
Creating a Whole New Customer Experience…For Each Customer, Every Time
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL13
Performance Management
• Agent resource management for a Contact Center• Avaya Workforce Optimization• Real-time reporting for empowered agents
• Real-time Speech Analytics to measure customer interactions• Why is this valuable?
• Historical metrics and analytics• Integrated metrics for all contact types• Measurement for Agent/Representative efficiency
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
Avaya Aura® Workforce Optimization Components
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Voice & Screen
Recording
Encryption
PCI Pause & Resume
Quality Monitoring
WFM
eLearning& Coaching
Performance Management
Customer Feedback
Speech Analytics
Desktop & Process
Analytics
Compliance & Liability Operations Centric Customer Centric Performance Optimisation
Contact Center Maturity
Ente
rpri
se V
alue
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
= = =
Customer Case Study: IT Navigator
15
Reduce Agent Turnover with Improved Job Satisfaction
Business Challenge Solution Impact
•Ability to Document and Meet Tight SLAs• Monitor quality
and continuously improve
• Optimize workforce scheduling
•Workforce Optimization Including:• Call recording and
quality monitoring• Workforce
forecasting and scheduling
• 30% reduction in new agent training time
• 20% savings in workforce time by effective agent scheduling
• $100,000 annual savings in penalties
“We have been able to make productive changes within our own CRM system and develop more efficient internal processes because we are able to recognize tools that our agents may be lacking.”
— Arik Shtilman, Vice President of Marketing and Business Development, IT Navigator
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Avaya Speech Analytics Can Help Your Business
Improve operational efficiency
Identify new revenue
opportunities
Address regulatory or
policy compliance
$
16
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
+ InteractionContent
(the speech)
Delivering End-to-End Analytics
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Self-Service Experience
Customer – AgentInteractions
Agent Behavior
Routing FlowEffectiveness
Customer ExperienceCradle Grave
Gain greater insight and improve user experience end-to-end by combining analysis across all these activities
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
Improve Quality ControlRegulatory Compliance
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Financial Services Provider
Key Business Issues Analytics Insights ROI
• Complaints re: PPI escalate to regulatory body
•Customer churn high
• Agent adherence
• Complaint handling skills are poor
• Customer churn rates reduced from 20% to 15%
• Cost of discovery reduced
•Combined ROI: $548K
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
Avaya Aura® Performance Center Architecture
Avaya Performance Analytics
Avaya Performance Reporting
Avaya Performance Foundation
NDA / CONFIDENTIAL ONLY
• Business Intelligence Engine• Data Warehouse• Historical Data Import• Real-Time Data Input• Extract Transform Load (ETL)
• Speech Analytics• Contact Flow Analytics• First Call Resolution• Agent Interaction Analytics
• Unified Historical Reporting• Unified Real-Time Reporting• Report Designer
Built on Best-In-Class Infrastructure
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
Contact Analyzer
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
Avaya Aura® Performance Center Evolution
Analytics
• Speech• Contact Flow
Consolidation• Enterprise-wide CMS Historical• High Availability• Multi-Host
Unified Reporting and Analytics PlatformVoice | Dynamic Routing | Self Service | Web | Mobile | Social | Video | WFO
Integration• Cradle-to-Grave• Dynamic Routing• Self-Service• Assisted Service• Experience Management
Unification• Cross portfolio Avaya contact center
solutions• Full Multi-tenancy• Broader 3rd party integration• External feeds via web-services and
ODBC/JDBC
First Call Resolution Agent Interaction
Enterprise-Wide CMS Real-Time
CMS ComplementUnified Reporting Evolution
APC 7.0 7.1 Future
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
AAPC Source Adoption
CMS ECH
RT
Real-TimeDashboards
Real-TimeNotifications
DataSources
ServiceBus
DataGrid
ReportingPlatform Reports
Analytics
EnterpriseHistoricalEDW
OBIEE
APC
Real-TimeEvent
Processing
AIC
AAEP
PC
ELITE
AAEM
WFO
POM
AACC
CMSIQ
Historical Feed
Data Import
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
Avaya Aura® Performance CenterEnd State Vision
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User Workspace
Performance Center Platform
Performance Center
Performance Management Applications
Source Applications
Report user view• Access all reporting and
analytics from one place, for all report users
• A consistent user experience, tailored to the needs of each user
Adaptive Contact Center• Alerts & notifications to
agents, supervisors, managers, & key stakeholders
• Performance KPIs for resource selection and work assignment
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
= = =
Customer Case Study: Thompson CAT
Improved reporting both real time and historical
Business Challenge Solution Impact
•Disparate phone sytems•Wasted time for agents and their customers•Improve customer service•Improve company image
•Avaya Call Center•Avaya IQ
• Immediately identified problem areas, make steps toward improvement
• Improved Agent productivity and performance
• Enhanced customer experience
“Avaya IQ has opened up a whole new dimension of improvement for us... with powerful tools to identify problem areas, deploy measures for improvement, and track our progress.”
— JJ Lay, Six Sigma managerThompson CAT
24
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Ensuring Value Delivery & SuccessAvaya Professional Services
• Program and project management
• On-site pre-implementationand implementation support
• Product training/knowledge transfer
• Remote support• Application development• General customer support
25
An end-to-end approach, with supportin all key areas, including:
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL26
Key Learnings/Summary
• Delighting your Customer is possible with integrated Avaya Contact Center Solutions
• Enabling Customer contact anytime, anywhere, and anyway they wish
• Insuring your representatives are trained in more that just voice interactions.
• Be prepared to measure performance, analyze current interactions and adapt to changes required by customers and your business
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL
Our Promise
Delivering Tomorrow’s Experience Today
Innovative, Market-Leading Ideas
Proven and Reliable Solutions
Business Results-Driven Focus
Your Path, Your Pace, Your Choice
27
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
Thank you!#AvayaATF
28
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL29
Resources
• “Managing” a winning strategy link: http://www.avaya.com/usa/resources/type--videos/page--5/
• Compelling Contact Center & SIP story: http://www.avaya.com/usa/resources/type--videos/
• Midsized Contact Center Link: http://www.avaya.com/usa/solution/offer/customer-experience-management-for-midsize-contact-center
• VUPS video customer spotlight:• http://www.avaya.com/usa/VideoPlayerPopup.aspx?CurrentPath=/
master-usa/en-us/resource/assets/videos/cb_vups.flv
©2013 Avaya Inc. All rights reserved February 26-28, 2013 | Orlando, FL
©2013 Avaya Inc. All rights reserved
February 26-28, 2013 | Orlando, FL30
Definitions
• Business Issue(s) - What customers need to address and resolve to achieve their business objectives which is increased levels of profitability
• Problem - The difficulties that prevent them from being able to satisfactorily deal with or resolve their business issues
• Solution- The capabilities that any vendor needs to provide to enable the customer to properly address their business issues (key differentiators that are tied to problems)
• Value - The only thing that matters is the customer's perception of the value of being able to resolve their business issues and it is always a combination of tangible and intangible components.
• Power (the target buyers) - Understanding of and access to who can say yes or no to the decision.
• Plan - the actions / steps required to solve the Business Issue