Contenu connexe Similaire à Contact Center is a Gold Mine for Customer Experience Improvement Company-wide (20) Contact Center is a Gold Mine for Customer Experience Improvement Company-wide1. How to Make Your Contact Center
a Strategic Goldmine
for the Enterprise
Lynn Hunsaker, Customer Experience Optimization Strategist, ClearAction
2. Page 2© 2010 Focus, Inc. All rights reserved.
1. Customer Experience Enables Paychecks
Discover Customer Needs
Create Solutions &
Deliver Superior
Customer
Experience
Receive
Revenue Streams
for Salaries, etc.
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Root Causes of Dissatisfaction & Contacts
Customer
20-30%
Employee
20%
Company
40-60%
Wrong expectations
Customer error
Fails to follow policy
Attitude
Products & services
don’t meet expectations
Marketing miscommunication
Broken processes
Source: TARP Worldwide
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2. Service is a Window to Customer Experience
Why Do Customers
Contact You?
How to Close the
Loop with Customers? Desired Outcome
Eliminate
Automate
Simplify
Improve
Leverage
How to Predict,
Prevent & Delight?
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3. Re-Frame Contact Center Roles
Customer
Company
Value
Irritant
IrritantValue
(Learn,
operating costs,
revenues)
(Do not want
the interaction)
(Do not want
the interaction)
(Save money,
get support & advice)
Simplify & Improve
Operations
“X broke
when I tried to ___”
Leverage &
Spend More Time
“I want to buy ___”
Eliminate
Root Cause
or Develop
“How do I ___”
Automate for
Self-Service or
Proactive Alerts
“Where can I get ___”
22%
40%
10%
28%
Source: “The Best Service is No Service” by Bill Price & David Jaffe
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Balance Contact Center Goals
Improve
Customer
Experience
Increase
Revenue
Reduce
Costs
Metrics: translate customer expectations to tactical execution
Too much of a good thing can be disastrous
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4. Address Entire Customer Experience
Desired
Outcomes
Product Service
Business Model
Affinities Convenience
Policies Processes
Culture
Means-to-an-End
Firm’s Solution
Total
Costs
Money
Time
Energy
Psychic
Total
Value
Product
Service
Personnel
Image
Need
Awareness
Need
ExtinctionCircumstance
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Contact Center Change Agent Opportunities
Policies
Processes
Culture
Affinities
Convenience
Product
Service
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ClearActionCX.com
See the whole presentation in ClearAction Insiders!
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ClearActionCX.com
If You Like These Concepts, Get the Book!
>30 Tools &
Techniques
Step-by-Step
Guidelines
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ClearActionCX.com
If You Like These Concepts, Get the Book!
5 Keys Explained
>20 Tools &
Techniques
Step-by-Step
Guidelines
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ClearActionCX.com
If You Like These Concepts, Get the Book!
4 Keys Explained
10 Templates
Step-by-Step
Guidelines
© Copyright ClearAction LLC. All rights reserved.
13. Page 13© 2010 Focus, Inc. All rights reserved.
ClearAction Consulting Clients
“ClearAction taught us things
that wouldn’t readily cross our
minds and has increased our
efficiency & accuracy in many
areas. We highly recommend
ClearAction as a business
consultant.”
Partial List
Send us a note:
OptimizeCX@ClearActionCX.com