BGPM Performance Management: Preparing for the Post-Modern Contact Center

Transcription

1 BGPM Performance Management: Preparing for the Post-Modern Contact Center Colin Whitby Jeff Woodland Sue Harkreader Brendan Dykes Welsh Water, Contact Strategy Genesys Product Marketing Genesys Product Management Genesys Business Consulting September 12, 2012

2 Customer Experience As a Journey 4

3 To Comcast or Not to Comcast? A Customer Experience Decision. Sleeping Technician

4 8 Forces Driving Customer Service to the Post-Modern Contact Center Understand the customer experience 1. Multi-channel awareness 2. Social Media awareness 3. Big Data Empower Managers Engage over Customer Experience 4. Real-time Business-Centric 5. Independent (ad-hoc) analysis 6. Mobile decision-making 7. Visualization 8. The Enterprise & the role of the Customer Experience Officer 6

5 Assessing Each Trend Expert Discussion What is the trend? Why is it relevant? Customer Panel Survey How important is it? How timely is it? Self-Assessment Benchmarking What questions should I ask about my operations? Attached within the presentation 7

6 Unimportant Important The Performance Management Customer Panel and Survey The Survey Dimensions: Importance & Time-Frame Never Within 5 Within 2 Now Already Started Survey Respondents Rabobank Nederland DNB Bank Telenor Norway JP Morgan Chase VISA AXA Winterthur 8

7 Our Expert Panel Colin Whitby, Welsh Water, Contact Strategy Sue Harkreader, Product Management, Director Brendan Dykes, Senior Principal Business Consultant

8 Maintain a holistic understanding of the customer experience 1) across multiple channels and 2) is inclusive of Social Media activity 10

9 Unimportant Important Maintain a holistic understanding of the customer experience 1) across multiple channels and 2) is inclusive of Social Media activity Performance Management Customer Panel Social Media A C C D E F A B D E F Multi-channel B 2 1 Never Within 5 Within 2 Now Already Started 11

10 3. Leverage Contact Center data for a larger Big Data strategy to understand the customer experience at the Enterprise level Big Data 13

11 3. Leverage Contact Center data for a larger Big Data strategy to understand the customer experience at the Enterprise level Unimportant Important Performance Management Customer Panel 10 A D C E F Avg B Never Within 5 Within 2 Now Already Started 14

12 Enable Managers as independent decision-makers: 4) analyze performance data ad-hoc, 5) In real-time and business-centric 16

13 Enable Managers as independent decision-makers: 4) analyze performance data ad-hoc, 5) In real-time and business-centric Performance Management Customer Panel 10 E 9 Ad-hoc analysis C 8 D A 7 6 B D C E 5 B F F 4 3 Real-time Business Centric 2 1 A Never Within 5 Within 2 Now Already Started 17

14 6. Enable Managers as mobile decision-makers: Access performance data from any device desktop, tablet or smart-phone. 19

15 6. Enable Managers as mobile decision-makers: Access performance data from any device desktop, tablet or smart-phone. Performance Management Customer Panel E C D B F Avg A Never Within 5 Within 2 Now Already Started 20

16 7. Use Advanced Visualizations to better clarify performance of resources and the customer experience 3,000 BC 2011 AD 22

17 7. Use Advanced Visualizations to better clarify performance of resources and the customer experience? Performance Management Customer Panel E A D C B F Avg Never Within 5 Within 2 Now Already Started 23

18 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 25

19 8. Leverage a Customer Experience Officer to help the Contact Center align its initiatives with other Departments. Performance Management Customer Panel D C E F 5 4 B Avg 3 2 A 1 Never Within 5 Within 2 Now Already Started 26

20 The Big Picture: 8 Trends Summary Performance Management Customer Panel Forced Rank by Importance 10 Multi-Channel Social Media CXO Big Data Mobile Adv Avg Multi-Channel Ad-Hoc RT Business Centric Advanced Visualization Big Data Ad-Hoc Real-Time (RT) Business Centric Mobile Never Within 5 Within 2 Now Already Started Social Media Advanced Visualization Customer Experience Officer 28

21 Where Is Your Contact Center? The Call Center The Post-Modern Contact Center Reactive Opaque Isolated Proactive Transparent Engaged. 29

22 Colin Whitby Jeff Woodland Sue Harkreader Brendan Dykes Welsh Water, Contact Strategy Genesys Product Marketing Genesys Product Management Genesys Business Consulting

23 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. 31

24 Follow & follow G-Force and Genesys on Twitter at #GForceAmer 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