saving customer service from un-productive automation
DESCRIPTION
(audio available) Why does new technology and automation often worsen the customer's experience? Recently I gave a speech at the Jamaica Customer Service Association Conference - 2013 - in which I addressed the sad reality that customer service professionals are often excluded from the loop when key IT and technology decisions are made. The result is that the customer's experience is worsened, simply because no-one is attending to the right elements of new solutions, particularly those that are customer-facing. Listen to the audio from the speech here - http://goo.gl/pdHDxy - while you view the slides and gain the experience of being at the speech in person!TRANSCRIPT
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Saving Service from un-Productive Automation
Francis Wade2Time Labs / Framework Consulting
Inc.
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In a simple world we had one channel
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Information was scarce
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“Customer Service” meant
human interaction
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The number of demands on our time was low
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Today…
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130 email messages per day56% overwhelmed by workHuman knowledge doubling
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Automationis a Must
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Are we being saved by automation?
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Customer Experience
Automation Choices
Productivity GadgetsProcess Changes
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You – “customer service”
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Use automation, not be used by itUse technology… not be used
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Automation is being decided by “others”
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Your objective: To be involved in choices of automation
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Impacting service delivery
No.
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My story: An engineer who discovered “people”
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Why? How?
CustomerService
Automation Decisions
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Uncovering issues that no-one owns!
1. Automation
2. “Productivity” Policies
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Test your company’s automation
choices
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IT drives the decision
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After implementation
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Your company’s phone system
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Your website’s emailand information
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Solution: Fully Inhabit the Customer Perspective
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Experiences
Touch-points
Quantify
Influence
What are the places at which the customers encounters the company when no-one is present?
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Touch-points
What are the experiences that customers are having at these touch-points?
Experiences
Quantify
Influence
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Touch-points
How can these experiences be quantified and captured as hard evidence?
Experiences
Quantify
Influence
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Touch-points
How can the hard evidence be used to influence other people?
Experiences
Quantify
Influence
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Uncovering issues that no-one owns!
2. “Productivity” Policies
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What difference does a smartphone make to a service professional?
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Reply to my email within the hour!
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We ALL need to reply to his email within the hour…
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Every customer’s email needs a response within thirty minutes!!!
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How can employees be turned into morons?
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New Era Email Policies
Policy #1 – move all urgent requests for responses to live communication or instant messaging – away from email
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New Era Email Policies
Policy #1 – move all urgent requests for responses to live communication or instant messaging – away from email
Policy #2 – set up a helpdesk for customer email while training customers to use other means for urgent communication
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Automation drives problems into cracksA MUST!
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Service is suffering
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Who are you influencing?
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The customer requires you to intervene
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Thank You
Minnie Mouse [email protected] Smith-Ramlogan [email protected]
NewHabits Foundations Training
on Nov 14th