Performance Management Customer Panel

Transcription

BUS102 Performance Management: Preparing for the
Post-Modern Contact Center
Stuart Granger
Sue Harkreader
Aaron Wendel
Jeff Woodland
April 18, 2012
Genesys VP & General Manager
Genesys Product Management
Genesys Solution Architect
Genesys Product Marketing
Customer Experience As a Journey
3
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
To Comcast or Not to Comcast? A Customer Experience Decision.
2010
2012
4
8 Forces Driving Customer Service to the Post-Modern Contact Center
Multi-channel awareness
Understand the
customer experience
Social Media awareness
Big Data
Real-time Business-Centric
Empower
Managers
Independent (ad-hoc) analysis
Mobile decision-making
Visualization
Engage over
Customer Experience
The Enterprise & the role of the
Customer Experience Officer
5
Assessing Each Trend
Expert
Discussion
Customer Panel
Survey
Self-Assessment
Benchmarking
What is the trend?
How important is it?
Why is it relevant?
How timely is it?
What questions
should I ask about
my operations?
Attached within
the presentation
6
The Performance Management Customer Panel and Survey
Important
The Survey Dimensions: Importance & Time-Frame
Survey Respondents
10
9
JP Morgan Chase
8
7
Telenor Norway
6
VISA
5
Unimportant
4
DNB Bank
3
AXA Winterthur
2
1
Never
Within 5
Years
Within 2
Years
Now
Already
Started
Rabobank Nederland
7
The Trends and our Expert Panel
Stuart Granger
Sue Harkreader
Aaron Wendel
Genesys VP & General Manager
Genesys Product Management
Genesys Solution Architect
Maintain a holistic understanding of the customer experience, 1) across
multiple channels and 2) is inclusive of Social Media activity.
9
Maintain a holistic understanding of the customer experience, 1) across
multiple channels and 2) is inclusive of Social Media activity.
Important
10
9
A
8
7
6
Social Media
C
CD
E
F
AB
DE
F Multi-channel
5
Unimportant
4
B
3
2
1
Never
Within 5
Years
Within 2
Years
Now
Already
Started
10
3. Leverage Contact Center data for a larger Big Data strategy to
understand the customer experience at the Enterprise level.
Big Data
12
3. Leverage Contact Center data for a larger Big Data strategy to
understand the customer experience at the Enterprise level.
Important
A
10
9
CAvg
EF
8
7
B
D
6
5
Unimportant
4
3
2
1
Never
Within 5
Years
Within 2
Years
Now
Already
Started
13
Enable Managers as independent decision-makers: 4) analyze
performance data ad-hoc, 5) In real-time and business-centric
15
Enable Managers as independent decision-makers: 4) analyze
performance data ad-hoc, 5) In real-time and business-centric
10
Ad-hoc analysis
9
E
C
D
C
BD
8
7
6
B
5
4
F
A
E
F
Real-time Business Centric
3
2
1
A
Never
Within 5
Years
Within 2
Years
Now
Already
Started
16
6. Enable Managers as mobile decision-makers: access performance
data from any device – desktop, tablet or smart-phone.
18
6. Enable Managers as mobile decision-makers: access performance
data from any device – desktop, tablet or smart-phone.
10
E
9
8
CD
BAvg
F
7
6
5
A
4
3
2
1
Never
Within 5
Years
Within 2
Years
Now
Already
Started
19
7. Use Advanced Visualizations to better clarify performance of
resources and the customer experience
21
7. Use Advanced Visualizations to better clarify performance of
resources and the customer experience?
10
E
A
9
8
7
D
6
5
4
C Avg
B
F
3
2
1
Never
Within 5
Years
Within 2
Years
Now
Already
Started
22
8. Leverage a Customer Experience Officer to help the Contact Center
align its initiatives with other Departments.
The Contact Center
The Enterprise
The Customer Experience
24
8. Leverage a Customer Experience Officer to help the Contact Center
align its initiatives with other Departments.
10
9
8
F
7
CE
D
6
5
B
4
Avg
3
A
2
1
Never
Within 5
Years
Within 2
Years
Now
Already
Started
25
The Big Picture: 8 Trends Summary
Multi-Channel
10
9
Multi-Channel
8
Big Data
7
6
Forced Rank by Importance
Social Media
Ad-Hoc
Mobile
Avg
RT Business Centric
Adv
Big Data
Ad-Hoc
Real-Time (RT) Business Centric
Advanced Visualization
5
Mobile
CXO
4
3
Social Media
2
Advanced Visualization
1
Never
Within 5
Years
Within 2
Years
Now
Already
Started
Customer Experience Officer
27
Where Is Your Contact Center?
The Call Center
The Post-Modern Contact Center
Voice-only customer conversations
Conversations extend across all channels
Driven by historical ACD reports
Driven by Performance Management solutions
Reactive. Opaque. Isolated.
Proactive. Transparent. Engaged.
28
At G-Force, Where Can I Learn More?
“Together Useful Actionable” (Breakout #2, and in this room)
• Multi-channel awareness
• Independent (ad-hoc) analysis
• Real-time decision-making
“The Impact of Social Media on Your Customer Experience”
• Social Media (Breakout #2 today, and #3 tomorrow)
Comcast as Main-Stage Speaker (tomorrow 10 am)
• Customer Experience and Real-time Business-Centric awareness
29
Would you like to help to drive our direction?
Join the Performance Management Customer Panel!
Provide direct feedback to Genesys Product Management
Discuss features, design, strategy, priorities.
One hour conference call on the 4th Wednesday of every month.
Who is a good fit?
• A passion for understanding and metrics
• Can apply performance management to customer
service and the contact center.
How join?
• Drop off your card or name / number and we’ll
contact you with more information.
30
Follow ME @JWWTweets
& follow G-Force and Genesys on Twitter at
#GForceAmer and @Genesyslab for the latest
news and updates!
Join the Genesys G-Force Network on LinkedIn to
connect with colleagues, employees and Genesys
professionals.
Customer feedback surveys will be sent to
you online later…
Delivering Value Through Insights
Genesys Product Management Deep Dive into Insights and Advisor
Teddy Rusli and Sue Harkreader
G-Force Seattle
APPENDIX
The Customer Panel and
Survey Questions
AXA Winterthur
VISA
JP Morgan Chase
Telenor Norway
DNB Bank
Rabobank
Nederland
34
1. Maintain a holistic understanding of the customer experience, across
all contact center operations & channels.
Insert graphic showing synch/asynch
interactions:
Voice,
Chat
Email
35
1. Maintain a holistic understanding of the customer experience, across
all contact center operations & channels.
Important
10
C
9
8
Benchmark Self-Assessment
What are your customers most
preferred channels?
AB
Avg D E
F
Have you moved beyond efficiency
metrics to effectiveness measures?
7
6
How do you track the questions you
are resolving?
5
Unimportant
4
3
2
1
Never
Within 5
Years
Within 2
Years
Now
Already
Started
36
2. Maintain a holistic understanding of the customer experience, that is
inclusive of Social Media activity.
37
2. Maintain a holistic understanding of the customer experience, that is
inclusive of Social Media activity.
Important
• By Department, how many Social Media
initiatives are present?
10
9
A
8
7
Avg
6
• What are your companies Social
Engagement strategy?
CD
E
F
• During the last Social Media crisis, how
was engagement managed?
5
• (Have you even experienced a crisis?)
4
Unimportant
Benchmark Self-Assessment
• How are you measuring Sentiment?
B
3
• How are tracking comments?
2
1
Never
Within 5
Years
Within 2
Years
Now
Already
Started
38
5. Enable Managers as independent decision-makers: analyze
performance data ad-hoc within an application (without needing IT).
10
Benchmark Questions
• How many report-change requests
do you get per month?
9
D
BC
8
7
6
Avg
5
• How long do report consumers have
to wait for changes to take affect?
• For IT, how many requests arrive /
interfere with higher level IT
projects?
E
F
4
3
2
1
A
Never
Within 5
Years
Within 2
Years
Now
Already
Started
39
4. Deliver real-time business-centric understanding of the Customer
Experience across all contact center operations.
40
4. Deliver real-time business-centric understanding of the customer
experience across all contact center operations.
E
C
10
9
A
8
D
7
6
B
5
Avg
Benchmark Questions
• Do your business-leaders have a realtime visibility into the Contact Center?
• If not, how long does it take for
business-centric answers to arrive?
• When was the last time your
‘standard metrics’ were updated?
F
4
•
3
2
1
Never
Within 5
Years
Within 2
Years
Now
Already
Started
41
42
10
Benchmark Questions
• How many report-change requests
do you get per month?
9
D
BC
8
7
6
Avg
5
• How long do report consumers have
to wait for changes to take affect?
• For IT, how many requests arrive /
interfere with higher level IT
projects?
E
F
4
3
2
1
A
Never
Within 5
Years
Within 2
Years
Now
Already
Started
43

Performance Management Customer Panel

Transcription

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