Modern Customer Service In a Contact Center

Transcription

1 Modern Customer Service In a Contact Center Yong Sheng Lee Director of Strategy and Sales, Service Cloud Oracle Asia Pacific April 2015

2 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 2

3 If you look after your staff, they'll look after your customers. It's that simple. - Richard Branson 3

4 Empower Employees Your Most Valuable Service Asset Engaged employees amplify success in customer service 40% Less Turn Over in organizations with highly engaged employees. Also, 37% less absenteeism and 28% reduction in shrinkage 1 when employees are highly engaged. 2X Customer Loyalty for companies with high employee engagement scores versus companies with average scores 2 2.5X Revenue Growth for companies with high employee engagement versus companies with low engagement 3 1 Gallup, State of The Global Workplace, Are They Really On the Job?, Pont 3 Giving everyone the chance to shine, Hay Group, William Werhane and Mark Royal, Engaging and Enabling Employees for Company Success, Workspan, 2009

5 Modern Customer Service in the Cloud 1 Engage Customers Make it easy for customers to engage with your brand Cross-Channel Service Empower Employees Make it easy to serve customers 2 3 Adapt Quickly Easily adapt to the changing needs of your business 5

6 Customers Expect Great Service With Less Effort 71% Customers Say valuing their TIME is the most important thing a company can do to provide good service Source: Customer Experience Online Survey, 2013

7 How does Oracle transform a Contact Centre

8 The Oracle Service Cloud Suite ORACLE MARKETING CLOUD ORACLE COMMERCE CLOUD ORACLE SERVICE CLOUD ORACLE SALES CLOUD ORACLE SOCIAL CLOUD Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Field Service Management Service Cloud Platform 8

9 The Oracle Difference for Contact Center Cross-channel Single Agent Desktop Guided Resolution Born cross-channel and proven at scale Access to all the information and guidance agents need The power of knowledge, workflow and user interface helps agents Knowledge Management Single, cross-channel solution providing the right answers, every time Social Engagement & Monitoring Mobile Agent Desktop Policy Automation Equipping agents to engage the social community Improving the productivity of your roaming experts Personalizing customer experiences with compliance confidence 9

10 Modern Contact Center Customer Service Drives Results Build a brand known for uncommonly superior customer experiences 20% increase in basket size w/chat 16% reduction in call handle times Deliver the best customer experience within each channel Completed implementation in 2-3 months Integration of front and back-office processes in desktop Sustain top-line growth, ensure ongoing customer loyalty, boost productivity, and drive down costs 50% reduction in call response 70% reduction in response Provide visibility into all customer interactions across all communication mediums 10% increase in agent productivity Reduce chat handling time by 25% Maintaining leadership position in the highly competitive entertainment services industry through exceptional customer service Supporting 20M subscribers through phone, and self-service

11 Action Points - Next Steps

12 Self-Assessment

13 Agent -Assessment Have you ever conducted an agent assessment survey? Sample.. What we like and dislike the most about our day to day activities? What is the most important system we rely on for our work? What is the best and worst thing about that system? If we can improve 1 thing about the applications in use today what would it be? If we can improve 1 thing about the processes in place today what would it be? If we are given the opportunity to make 1 change to improve our productivity what would that 1 change be?

14 Challenge: Can you help the other 42%??

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