Customer Strategy & Planning 2016
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1 Breakthrough Performance Further, faster, together Customer Strategy & Planning 2016 Welcome to Stratford-upon-Avon 25 th and 26 th April 2016 #ForumConf Professional Forums Ltd 2015
2 Breakthrough Active collaboration Releasing potential 2 Preparation & support #ForumConf Professional Forums Ltd 2015
3 Breakthrough Performance Further, faster, together Showcase: IVR Nick Herbert, Adexchange #ForumConf Professional Forums Ltd 2015
4 Showcase: IVR -Alison Conaghan- Contact Centre Specialist Professional Forums Ltd 2015
5 Breakthrough Performance Further, faster, together Showcase: IVR Nick Herbert, Adexchange Professional Forums Ltd 2015
6 Breakthrough performance THE SCRIPT SECRETS TO IVR SUCCESS
7 Breakthrough performance THE SCRIPT SECRETS TO IVR SUCCESS SELECT / KEY / ENQUIRE / SPEAK
8 Breakthrough performance THE SCRIPT SECRETS TO IVR SUCCESS SELECT / KEY / ENQUIRE / SPEAK CHOOSE / PRESS / ASK / FOR
9 Adexchange incorporated 1997 / 32 languages / 44 territories
10 Performance drop off
11 Performance drop off
12 The customer journey LETTER
13 The customer journey LETTER IVR
14 The customer journey LETTER IVR ON-HOLD
15 The customer journey LETTER IVR ON-HOLD AGENT
16 The customer journey LETTER IVR ON-HOLD AGENT
17 Transforming IVR performance If you have a problem with your delivery press 1 For anything else press 2 1 If your delivery is missing any items, you can fill out a Contact Us form on our Help & Support page at % If you still need to speak to us press 1 now.
18 Transforming IVR performance If you have a problem with your delivery press 1 For anything else press 2 1 If your delivery is missing anything you'll need to support@waitrose.co.uk with the details and your order number. 0.09% For anything else - please press 1
19 Transforming IVR performance If you have a problem with your delivery press 1 For anything else press 2 1 If your delivery is missing anything you'll need to support@waitrose.co.uk with the details and your order number. For anything else - please press % 18.7% 2,600% increase
20 The environment English first language Good hearing Clear Signal Doing something else Automated Systems Second chance to hear
21 Best practice Short words Most commonly used terms Spoken English Avoid verbs that imply live / recorded Don t over-describe
22 Classic Mistake 1 Written English NATIONAL MAGAZINE Thank you for contacting Magazine X. If you are calling to purchase a new print subscription please press 1 If you are calling to enquire about an edition you believe was recently dispatched but has not arrived please press 2 If you are calling with another general enquiry please press 3
23 Classic Mistake 2 Definitions don t match BREAKDOWN ORGANISATION If you ve broken down press 1 If your cover is due for renewal press 2 If you re thinking of buying something from us press 3 Or for anything else please press 4
24 Assume caller s not listening Doing something else 1
25 Use short words Simple words Commonly used language 2
26 No business speak Eliminate industry terms Use the customer s definition 3
27 Avoid verbs that imply live Discuss / speak / talk to Remove live or recorded 4
28 Use spoken English Not written Phone is one-one medium Don t think script, think talk 5
29 Works that work words that don t Words that improve IVR performance Purchase Dispatch / Ship Enquire Locate Assistance Speak / Discuss Recorded Buy Send Ask Find Help For For
30 Our goal BREAKTHROUGH PERFORMANCE LETTER IVR ON-HOLD AGENT
31 Thank you Nick Herbert
32 Breakthrough Performance Further, faster, together Showcase: IVR Nick Herbert, Adexchange Professional Forums Ltd 2015
33 Add value leveraging an effective network There are so many ideas or methods we can adapt. A strong network can provide different perspectives, experience and skills. 33 Professional Forums Ltd 2015
34 Breakthrough Performance Further, faster, together Customer Strategy & Planning 2016 Welcome to Stratford-upon-Avon 25 th and 26 th April 2016 #ForumConf Professional Forums Ltd 2015
Customer Strategy & Planning 2016
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