Turn unstructured data into customer intelligence

KNOWLEDGESHARE

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Creating an exceptional customer experience.

Your agents want to exceed customer expectations, meet their performance targets and look for new revenue opportunities. Yet it is becoming more complex to deal with customer interactions. In the past they would contact by letter, phone or fax. But the world has changed. Now customers use up to nine diff erent channels including email, web, text, live chat and social media - and even more could arrive on the scene in the future. This results in an avalanche of data - 80% of which is unstructured and processed then stored in diff erent systems+. Often they’re also using multiple channels during a single interaction, making it even more diffi cult for agents to track and document the conversation thread and provide comprehensive, accurate responses. It means that often agents have to access over four diff erent applications to get information - research states that this fi gure is as high as 93% of contact centre agents. In some cases, vital information from previous interactions is inaccessible because it is on letters, scattered on various

paper documents or data that has been siloed. So agents do not have a single view of the customer or access to the multiple resources they need to resolve an issue.+ Managing Massive Unstructured Data Troves. 10 Best Practices. Chris Preimesberger, eWeek, July 3, 2013

This causes frustration on both sides. The agents waste energy and time trying to fi nd information. It causes them to provide varied and incomplete responses. This creates an inconsistent customer experience, which negatively impacts on customer satisfaction. And the stakes are high. It has been shown that a customer whose answer is not resolved on the fi rst call is 15 times more likely to consider competitive options to your product or service. Dissatisfaction is spread via social media - and 84% of customers trust other consumers’ experiences*.*ABI UK Insurance Key Facts 2013

Every customer has a very clear idea of what a good customer experience should deliver. They want accuracy and responsiveness 24/7. When they choose to engage with a company they expect the right answer, right away. Their expectations are high. And what if they are disappointed? 89% of people stopped doing business with a company after one bad experience*. *2011 Customer Experience Impact (CEI) report, Harris Interactive

93% of contact centre agents need to consult 4 diff erent applications to resolve a callThe US Contact Centre Decision-Makers’ Guide, Contact Babel, 2014

People are using up to 9 diff erent channels to contact companies todayState of the CEM Market, Aberdeen Group, March 2014

Turn unstructured data into customer intelligence

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89% of people stopped doing business with a company after one bad experience2011 Customer Experience Impact (CEI) report, Harris Interactive

56 seconds, the time customers will wait on average before hanging upifbyphone, Benchmarking Analysis, Q1 2013

62% of organisations view customer experience provided through contact centres as a competitive diff erentiator2013 Global contact centre survey results, Deloitte

Agent frustration contributes to a high turnover rates, which in turn leads to more incomplete and incorrect responses plus high training costs. Many companies also hire more agents, especially during periods of peak volume. But that’s expensive and it takes time to train them. Additionally, the diffi culty of matching customers to the right agent can lead to customers being passed from ’pillar to post’ before they get to their desired result - hardly a satisfactory customer experience.

Creating an exceptional customer experience has become a top business priority. It not only ensures customer loyalty and drives revenue but also creates competitive edge in a market where companies struggle for diff erentiation.

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KNOWLEDGESHARE

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Outlining the Challenges.

1. The deluge of unstructured data. Email, web, text, live chat and social media have joined paper communications along with fax and phone as channels for customer interaction, engagement and service. The largely unstructured information coming from these new channels is often handled ad-hoc and in diff erent, disjointed processes which presents a major hurdle for speedy and effi cient customer service. Adding to the burden, customers use multiple channels as part of a single conversation - and they expect comprehensive and fast responses whatever the channel they have used. Taking control of this data fl ood is vital. A 360-degree view of all customer interactions is essential. Otherwise you risk losing the customer relationship you’ve worked so hard to establish.

There are three major challenges that contact centres have to overcome in today’s dynamic marketplace.

Dynamic economy spawns a growing need for information. Email, web, text and social media however, merely produce a futile fl ood of data in which information is wretchedly drowningDr Gerhard Wohland. Institut für dynamikrobuste Höchstiestung

80% of incoming data is unstructuredManaging Massive Unstructured Data Troves: 10 best practices, Chris Preimesberger, eWeek, July 3, 2013

78% of contact centre executives stated ensuring quality and consistency of contact agents’ responses is very importantStrategies to Address Call Centre Challenges: Sanjay Jain, FIS Global 2014

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2. Resolve a customer’s issue on the fi rst call.

3. Multi-channel management leads to customer dissatisfaction.

The need to resolve the customer’s issue on the fi rst call has never been higher. It necessitates every agent to have the right skill set and expertise along with access to all the relevant information to resolve questions faster and more accurately. However existing contact centre agents have diff erent levels of expertise. Often only the most senior employees are able to resolve complex issues. It leads to less-skilled agents not providing consistent answers or customers being bounced from ‘pillar to post’ to fi nd someone who can actually assist the customer. The result is an increasingly frustrated customer and discouraged agent. The customer can turn to the competition and social media. Your most skilled agents need to be motivated by treating them as experts and assigning them the most challenging cases. Otherwise they can look for employment elsewhere adding to the high turnover rate. Added to that, your contact centre could lose value internally. This ineffi cient process has to be resolved.

Contact centres add new channels to attempt to respond and keep pace with the new communication methods that customers use. However, each channel is often assigned a new application, which leads to disjointed information streams. They are often also managed internally by diff erent departments. However agents have to juggle this with the multitude of other information such as CRM and order entry applications, paper-based applications and letters, product documentation and manuals, much of which isn’t even in electronic format. It simply takes too long to get their hands on the right information, if it can be found at all. It results in longer customer interactions, poor time-to-resolution rates that cost money and damage to your company image.

Call centre agent turnover costs can range from 60 to 200% of an employees annual salaryManaging Hidden Cost of Contact Centre Teams in the new economy. Trostle & Associates 2012

Only 30% of businesses have a formal strategy to create a single view of all customer interaction data across the enterprise to ensure consistency in the customer experienceAberdeen Group, State of the CEM Market, 2014

KNOWLEDGESHARE

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The Status Quo is not an option.

It is no longer acceptable for agents to deal with disjointed, unstructured customer communications as they can’t speedily access the knowledge to resolve the issues in question. The unknowns need to be eliminated by having the ability to read and understand unstructured data so it can be speedily routed to the appropriate agent. You need the ability to pull together the information that’s residing in data silos and scattered paper fi les. And you need to route the request to the right agent so you can benefi t from their expertise and answer questions faster. At the same time, you need to be able to integrate existing systems to optimise the original investment in technology.

By creating a 360-degree view of all customer interactions, agents can deliver quick and consistent responses that ensure a superior customer experience and greater opportunities for cross selling and up selling conversations. It minimises training time and makes your agents feel valued as well - putting a smile on their customers’ faces makes them happier too. Everyone appreciates the diff erence.

Every positive customer service experience is dependent on availability of knowledge. This is not only knowledge about the customer at time of contact but also knowledge about products and services. An eff ective knowledge base is auto-adaptive - meaning it can self-optimise or ‘learn’ through daily observation. And it is used centrally: for incoming mail, enquires via email or social media, and for suggestive responses through the FAQ system on your website. The value of an FAQ in the self-service section of your website has been shown in the experience of an online German company to save around 25% of customer emails into a contact centre.

It costs seven times more to acquire new customers than to retain existing ones. If you want to remain competitive and ensure business growth, it follows that you have to become more eff ective and effi cient.

Key recommendations for creating exceptional customer experiences. And business growth.

Bad customer service costs business

$338.5 billion a year worldwideCustomer Experience Impact (CEI) report. Harris Interactive, 2011

64% would be put off switching to a company with a poor reputation for customer serviceAIIM Global Survey 2013

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KnowledgeShare is exactly what it says. Fuelled by our own knowledge and expertise, and partnered by worldwide experts, we can identify and unlock the routes to eff ective information management and decision-making. We can help our clients to exceed customer expectations and demands across a multitude of challenges that face businesses today. We are always one step ahead - gathering and aggregating the latest thinking and best practise, modelling and assessing new processes and solutions, and devising new initiatives to meet the changing face of business.

Kodak Alaris, and our new KnowledgeShare initiative will guide our customers through the complexities of information management.

Our framework of hardware and software solutions directs customers to the best route to automatically capture and consolidate corporate data from digital and paper sources. Through our range of scanning and advanced capture solutions, we help optimise business processes and coordinate a consistent customer experience to maintain loyalty and create vital competitive edge. KnowledgeShare knows no boundaries - from healthcare to fi nance, bureau

KnowledgeShare.And the way forward.

capture solutions, we help optimise business processes and coordinate a consistent customer experience to maintain

Share knows no boundaries - from healthcare to fi nance, bureau

Knowledge

KnowledgeShare is exactly what it says. Fuelled by our

Share.And the way forward.

to public sector, it is there to help you improve effi ciency, service and customer satisfaction whilst reducing costs. KnowledgeShare never stands still. It is constantly being fed by what is happening now and looks to predict what will happen in the future.

Because knowledge is power, sharing it empowers.

KnowledgeShare is an important factor in the Contact Centre sector across the world. The key requirements for long-term growth and success will require not just innovations in technology but also deep and extensive knowledge of both the outsourced function and the client’s needs and processes.

And no other company in this arena has our Experience, Knowledge, Capabilities and Credibility.

©2014 Kodak Alaris Inc. The Kodak trademark and trade dress are used under license from Eastman Kodak Company.

About Kodak Alaris

Kodak Alaris enables customers to capture and consolidate data from digital and paper sources, understand and extract valuable insight from the contents, and deliver the right information to the right people at the right time. Our offerings include award-winning scanners, capture and information management software, an expanding range of professional services and industry leading service and support. With customers ranging from small offices to global operations, Kodak Alaris delivers superior systems and solutions to automate business processes, enhance customer interactions and enable better business decisions.

To learn more:Visit: knowledgeshare.kodakalaris.com

Kodak AlarisHemel One, Boundary Way,Hemel Hempstead HP2 7YU

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