MetricNet and BOMGAR present a special webcast highlighting key success factors for successful chat enablement!

1. Enabling Chat -- Key Success Factors in Chat
Implementation
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2. Your MetricNet Presenter: Jeff Rumburg
Your Presenter: Jeff Rumburg
Jeff Rumburg is a co-founder and Managing Partner at MetricNet,
LLC. Jeff is responsible for global strategy, product development,
and financial operations for the company. As a leading expert in
benchmarking and re-engineering, Mr. Rumburg authored a best
selling book on benchmarking, and has been retained as a
benchmarking expert by such well-known companies as American
Express, Hewlett-Packard, and GM. Prior to co-founding
MetricNet, Mr. Rumburg was president and founder of The Verity
Group, an international management consulting firm specializing in
IT benchmarking. While at Verity, Mr. Rumburg launched a
number of syndicated benchmarking services that provided low
cost benchmarks to more than 1,000 corporations worldwide.
Mr. Rumburg has also held a number of executive positions at META Group, and Gartner, Inc. As
a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner's global
benchmarking product suite. And as vice president at META Group, Mr. Rumburg's career was
focused on business and product development for IT benchmarking. Mr. Rumburg's education
includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations
Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He
is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality
and Productivity Improvement, and has taught graduate-level engineering and business courses.
Mr. Rumburg serves on the Strategic Advisory Board for HDI, formerly the Help Desk Institute.
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3. Your Bomgar Presenter: Greg Cowart
Greg Cowart is a Manager of Business Solutions at Bomgar.
Greg has over 13 years of experience in contact center
operations and management. As the Business Solutions
Manager, Mr. Cowart uses his wide range of experience
working with contact centers in multiple locations, vendors,
lines of business, and contact methods to provide creative
solutions to customer problems including operations
assessments, metrics and analytics, business processes,
staffing, project planning and implementation, coaching, and
real-time management. Prior to working at Bomgar, Mr.
Cowart was Director of Customer Communications at Sterling
Currency group where he oversaw Customer Service and
outgoing customer communications.
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4. WHY SWITCH TO CHAT SUPPORT?
•
Benefits of Chat Support
– Additional method of support for customers
– Concurrent sessions improve productivity
– Reduced agent workload
• Canned Messaging
• Integration to self-help and portals
• Some advanced tools even offer Scripting
– Collaboration
•
Real Customer Results
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–
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20-30% increase in staff productivity
35-45% improvement in first call resolution
25-50% reduction in incident handle time
10% improvement in customer satisfaction
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5. Cost per Contact
Have you considered the impact chat can have on cost per contact?
Source: HDI “2013 Practices & Salary Report”
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6. So What’s the Issue?
• Benefits of Chat are often not realized
– Slow or failed implementation
– Challenges of implementation
• Technical challenges
• Organizational challenges
• A Proposed Solution
– Learn from the industry’s success stories
– Build upon best practices
– Follow a proven approach
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7. Polling Question
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8. BEST PRACTICES CHAT SUPPORT
#1
Develop Implementation Plan
How to Start
– Identify the key areas of a successful project
– Understand your goals for Chat Support
– Set targets and milestones for your new channel of support
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9. BEST PRACTICES IN CHAT SUPPORT
#2
•
Identify Opportunity
Drive Demand
Determine ideal chat volume
– A detailed call driver analysis
will provide a good list of chat
candidates
•
Determine requirements for:
– Staffing
– Hiring & Training
– Communication Planning
•
Set milestones and checkpoints
to view progress and evaluate
your strategy
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10. BEST PRACTICES IN CHAT SUPPORT
#3
Session Initiation & Routing
Getting to the Right Agent
• Provide customers fast ways to access support
–
–
–
–
Company website or support portal
Self-help center
Imbedded within a software application
From their desktop
• Route customers intelligently
– Skill Based Routing:
– Identify agents skill sets
– Use a Skills Matrix to design routing
– Route issue type to proper agent
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11. BEST PRACTICES IN CHAT SUPPORT
#4
Workforce Management
Manage Inputs
Interrelated Components of Workforce
Management
–Forecasting: Analysis of past data, adjusted for
anticipated conditions, to determine future demand
requirements
–Capacity Planning: Estimated staff requirements,
both long term and short term, to handle the
forecasted direct labor needs
–Scheduling: Planned roster of staff by interval to
meet the estimated direct labor needs
–Real-Time Management: Actions and decisions to
optimize short term performance
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12. BEST PRACTICES IN CHAT SUPPORT
WFM for Chat is more complex than WFM for Phone Channel
•Consider the following:
– Start with phone based WFM process
– Adjust for concurrent sessions, how many per agent?
– Adjust for collaboration
•Example of advanced inputs for Chat WFM
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Duration (AHT)
Complexity of Issues
Level of Engagement
Workflow Responsibility
Level of Focus
Customer Type (consumers vs systems admins)
Customer Expectations (ASA and ART targets, Abandonment Rate,
Time to resolution, CSAT)
– Customer Response Time (ART, % idle time)
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13. BEST PRACTICES IN CHAT SUPPORT
#5
Hiring & Training
Different Skills & Profile
Key Applicant Attributes
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–
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Experience
Ability to Learn
Education
Keyboarding Skills
Multi-tasking
Communication Skills
Develop a Hiring Profile
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14. Chat Agents vs. Voice Agents
Universal
Agents
Voice

Chat
Cross-training some agents for both voice and chat can improve efficiencies


Welcom
e to
Bomga
r Ch
How ma at.
y
help yo I
u?
Agents should be on either chat or voice, not trying to do both at the same time
The skill sets, however, are different

Good voice agents don’t necessarily make good chat agents
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15. Polling Question
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16. BEST PRACTICES IN CHAT SUPPORT
Develop Agent Skills Through Training
–
–
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Average Response Time
Setting Expectations
Accuracy of Responses
Direct Responses/Answer Customer Questions
Conversational Flow
Patience
Train to Impact Customer Experience
–
–
–
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Brevity and staying on point
Grammar, spelling and sentence structure
Chat Etiquette
Voice and tone
Terminology
Personalization
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17. BEST PRACTICES IN CHAT SUPPORT
#6
Reporting & Analytics
Getting Actionable Insights
• Determine the Key Performance
Indicators
Input Metrics
– Output Metrics
–
• Set Targets
• Create a Performance Dashboard
• Implement Management by Metrics
Methodology
Evaluate Performance
– Decisions & Actions
–
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18. The Most Common KPI’s for Chat
Cost
Productivity
Service Level

Cost per Chat Session



Cost per Minute of Chat
Handle Time
Inbound Chats per
Technician per Month
Average Chat Speed of
Answer (ASA) (minutes)

Technician Utilization

Chat Abandonment Rate

Chat Technicians as a %
of Total Headcount
Quality
Contact Handling
Technician

Chat Quality

Annual Technician Turnover


Chat First Contact Resolution
Rate

Daily Technician
Absenteeism


Chat Customer Satisfaction

Technician Occupancy

New Technician Training
Hours

Chat Net Promoter Score

Annual Technician Training
Hours

Technician Job Satisfaction


Technician Tenure (months)



Inbound Chat Handle Time
(minutes)
% of Contacts Originating in
Chat
% of Contacts Resolved in
Chat
% Failover Rate from Chat
to Voice
Average Concurrent Chat
Sessions
Max Concurrent Chat
Sessions
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19. Benchmarking Chat
The Benchmarking Methodology
Your Support Center
Performance
COMPARE
Performance of
Benchmarking Peer
Group
Determine How
Best in Class
Achieve Superiority
Adopt Selected
Practices of
Best in Class
The ultimate
objective of
benchmarking
Build a Sustainable
Competitive
Advantage
Read MetricNet’s whitepaper on Service Desk Benchmarking. Go to www.metricnet.com to receive your copy!
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20. Polling Question
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21. Polling Question
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22. Benchmarking Statistics for Chat KPI’s
Metric Type
Chat KPI's
North American Averages
Cost per Inbound Chat Contact
$11.21
Cost per Minute of Inbound Chat Handle Time
Cost
$0.91
Inbound Chats per Technician per Month
Productivity
671
54.1%
Chat Technicians as a % of Total Headcount
Service Level
Chat Technician Utilization
84.4%
Average Chat Speed of Answer (ASA) (minutes)
3.93
Chat Call Abandonment Rate
Chat Call Quality
Chat First Contact Resolution Rate
70.3%
79.5%
Chat Net Promoter Score
63.2%
Annual Chat Technician Turnover
22.9%
Daily Chat Technician Absenteeism
8.1%
Chat Technician Occupancy
Technician
80.2%
Chat Customer Satisfaction
Quality
13.2%
73.1%
New Chat Technician Training Hours
163
Annual Chat Technician Training Hours
31
Chat Technician Tenure (months)
Chat Technician Job Satisfaction
75.8%
Inbound Chat Handle Time (minutes)
12.90
% of Contacts Originating in Chat
Chat Handling
52.2
10.9%
% of Contacts Resolved in Chat
6.6%
% Failover Rate from Chat to Voice
32.0%
Average Concurrent Chat Sessions
Max Concurrent Chat Sessions
0.84
2.75
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23. What to Expect
• Factoid: Demographics Matter!
– Younger customers are more inclined to try chat
– Adoption rates are also higher with younger demographics
– Millenial’s have the highest chat adoption rates
90%
Trial and Adoption Rates
80%
70%
60%
50%
Data Provided by
MetricNet, LLC
40%
Trial Rate
30%
Adoption Rate
20%
10%
0%
15 20 25 30 35 40 45 50 55 60 65 70 75 80
Age Range of Callers
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24. BEST PRACTICES IN CHAT SUPPORT
#7
CSAT & Quality
Improving the Customer Experience
Important CSAT Measures
Satisfaction (CSAT)
– Dissatisfaction (DSAT)
– Customer Effort
–
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25. BEST PRACTICES IN CHAT SUPPORT
• Develop a Quality Program
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Measure the business needs
Measure customer experience
Determine statistically relevant sample size
Calibrate the team
Provide feedback to the agents
Translate
Key Drivers for Positive
Customer Experience
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26. BEST PRACTICES IN CHAT
SUPPORT
#8
Communication Plan
Drive Adoption
• Identify Customer Touch Points
IVR
– Invoice
– Email
– Text Message
–
• Deliver a Compelling Message
Faster Service
– Easier to Initiate Contact
– Ability to Multi-Task
– Faster Resolution
–
• Encourage Usage
Offer rebates for trying chat
– Proactively ask to chat
–
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27. You Can Reach MetricNet…
By Phone…
703-992-7559
On Our Website…
www.metricnet.com
Or E-mail us…
info@metricnet.com
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28. You Can Reach Bomgar…
By Phone…
Sophie Brown 770-407-1801
On Our Website…
www.Bomgar.com
Or E-mail us…
sbrown@Bomgar.com
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29. Question and Answer

30. BOMGAR AT A GLANCE
•
2nd Generation Remote Support
-
•
•
7,500+ customers in 65+ countries
Net Promoter Score = 65
-
•
Supports Internal & External Networks
Supports Mobile, Servers, Desktops
Apple = 78
eBay = 65
Facebook = 65
Google = 63
Bomgar Named to Deloitte’s
Technology Fast 500 List of Fastest
Growing Companies for Sixth
Consecutive Year.
Securely support remote
Windows, Mac, Linux & Mobile
Devices
Trusted by 7,500+ customers around the world:
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31. Benchmarking is MetricNet’s Core Business
Information
Technology



Service Desk
Desktop Support
Field Services

Technical Support
Customer Service
Telemarketing/Telesales
Collections

Cost Benchmarking

Customer Satisfaction
Employee Satisfaction

Call Centers
Telecom
Satisfaction



Benchmarking more than half the FORTUNE 500:
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32. Thank You!
We look forward
to serving you!
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