How Foresee Can Help Your Call Center

CONTACT CENTER

FORESEE cxMEASURE FOR CONTACT CENTER

PRECISE MEASUREMENT. CONFIDENT INSIGHTS. DECISIVE RESULTS.

2 CONTACT CENTER

IS YOUR CONTACT CENTER FACING NEW FORCES WITH OLD METRICS?The contact center of today bears little resemblance to the “call center” of yesteryear. Advancements in technology have empowered the customer — creating multiple points of entry and a multichannel management challenge. And, regardless of how fast things are moving, contact center teams are still being held accountable for maximizing the bottom line through better quality transactions and upsells.

However, many contact centers are only using yesterday’s operational metrics to manage these new challenges. Metrics like calls offered, calls handled, duration, average queue length, speed to answer and oversimplified feedback tools measure basic efficiency. They do little more than tell you what happened and when.

They don’t help you understand the customer perspective, what their experience means for your business, and how to meet their expectations. Without this knowledge, the customer is always one step ahead.

But your contact center can get out in front and thrive by using evolved metrics for an evolved world from ForeSee. We deliver insights that help the modern contact center manage forward and drive business success.

MODERN

CONTACTCENTER

CALL CENTER AGENT

EMAIL WEB

LIVECHAT

CALLCENTER

IVR

HIGHERSTAKES

INCREASEDCHALLENGES

MORECHOICES

Agent, chat, IVR, email or online … customers expect a positive experience regardless of how they interact with your brand. Plus, if they fail to get what they need via self-service, your call center agents take the heat from frustrated customers. With social media giving a megaphone to those dissatisfied customers, your brand image is on the line every day.

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FORESEE cxMEASURE FOR CONTACT CENTER DRIVES RESULTSOur customer experience analytics go beyond basic efficiency metrics by helping you understand how well your contact center handles interactions with your customers and what to improve upon for future business success. Both sales and service organizations gain strategic and tactical insights across multiple touch points (live agent, IVR, chat and email) by applying ForeSee’s best-in-class measurement system.

We provide this insight by measuring critical aspects of the contact center experience — such as knowledge, accessibility, and professionalism — through the lens of satisfaction. Satisfaction, when measured using ForeSee’s proven methodology, is predictive of future financial performance. By helping you prioritize improvement opportunities based on how much they impact future behaviors, you focus on the actions that can best increase your return on investment.

TOUCH POINT CHARACTERISTICS WHAT INFLUENCES EXPERIENCE?

Live Agent Real time, dynamic dialogueAutomated menus,

queue times, intelligent call routing & agent transfers

ChatReal time, written exchange

with short dialogue

Site performance, menus, forms, queue times, chat routings, transfers

& agent-managed conversations

EmailWritten exchange with short

dialogue; can take more than one Email management & tracking

FORESEE’S EXPERTISE DRIVES MEASUREMENT DESIGNCustomer expectations with an interaction vary depending upon touch point. ForeSee will design a measurement system to help you understand how these different aspects affect the overall customer experience. We also advise you on how and when to deploy the survey for each touch point to maximize reliability, validity and precision.

FINANCIALSUCCESS

EXPERIENCE &EXPECTATIONS SATISFACTION

FUTUREBEHAVIORS

CONVERSION

RETENTION

LOYALTY

WORD-OF-MOUTH

VALUE OFCUSTOMER

FINANCIALSUCCESS

EXPERIENCE &EXPECTATIONS SATISFACTION

FUTUREBEHAVIORS

CONVERSION

RETENTION

LOYALTY

WORD-OF-MOUTH

VALUE OFCUSTOMER


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KEY INSIGHTS TO SHAPE THE CONTACT CENTER EXPERIENCEBy applying predictive customer experience analytics, you understand the needs of your customers and know how to meet them.

Discover the Right Touch Point for the Right Time

> Uncover best practices and areas of opportunity by comparing customer satisfaction by purpose of contact and touch point.

> Determine the most effective escalation process by touch point, such as understanding when it is best to move a complex live chat issue to a live agent for quicker resolution.

Increase Cost Efficiency

> Identify gaps present in lower cost-to-serve channels.

> Empower customers to self-service when it’s their preferred way to accomplish their goal.

Gain Intelligence

> Discover the purpose for contact and what customers want to achieve from the interaction.

> Determine the actual sequence of events that led the customer to the contact center and what they intend to do next.

> Identify patterns for which contact types are most often accessed for certain solutions (e.g., purchase, refund, answer, support, instruction). Determine if the solutions are effective or if they impact financial performance.

Obtain Actionable Information

> Inform areas of focus for agent training.

> Guide script development for different call types.

> Influence intelligent routing procedures for calls.

> Set performance standards for organizational change.

> Motivate agents to improve performance.

INSIGHT INTO ACTIONForeSee cxMeasure for Contact Center helped municipal electric and water utility JEA see things from the customers’ perspective. “Just because we have internal metrics that say we’re doing great, doesn’t mean the customers think so,” says Paulette Marino, Manager of Corporate Research.

When changes on their website caused a flood of calls to their contact center and a resulting drop in customer satisfaction due to increased wait times, JEA learned how integrated their channels really are. By using their data to make appropriate changes to their site, and informing the call center of actions they take in other channels, JEA saw a 35% call deflection rate — and a rise in customer satisfaction across the board.

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KEY INSIGHTS TO SHAPE DAY-TO-DAY OPERATIONSForeSee customer experience analytics provide timely, actionable data that can be used on the floor to ensure your agents are equipped to best satisfy the needs of your customers.

Improve Your Quality Assurance Process

> Use satisfaction scores and comments to quickly identify which calls to review.

> Coach agents who need assistance or share best practices that lead to higher satisfaction.

> Discover and escalate issues that impact customer satisfaction but are out of the agents’ control, such as mechanical problems.

Empower Agents

> Identify company or contact center policies impacting customer satisfaction.

> Coach agents on how to best communicate with customers on these issues.

> Escalate issues that are not related to agent performance.

> Build a case to appropriately adapt company policies that impact satisfaction (e.g., an over-complicated shipping policy).

Uncover Improvement and Recognition Opportunities for Agents

Use Agent Level Reporting to uncover opportunities for training and coaching as well as showcasing outstanding performance by identifying high and low performing individuals:

> Set performance standards for organizational change.

> Guide agent assessment, training plans and hiring policies.

> Motivate agents.

Overall Satisfaction Engagement Directly

Answer Completeness Policies Purchase Recommend Surveys Completed

The ABC Company Aggregate Scores 77.8 84.2 82.5 86.3 84.6 78.0 63.2 1,319

Call Center A Scores 96.7 97.9 98.7 98.3 98.3 98.8 72.8 672

Manager A 69.6 69.6 69.6 69.6 69.6 69.6 69.6 81

Overall 69.6 69.6 69.6 69.6 69.6 69.6 69.6 81

Representative 1 100.0 100.0 100.0 84 84 84 84 5

Representative 2 100.0 100.0 100.0 72 72 72 72 1

Manager B 68.2 68.2 68.2 68.2 68.2 68.2 68.2 107

Overall 68.2 68.2 68.2 68.2 68.2 68.2 68.2 107

Representative 1 100.0 100.0 100.0 100.0 100.0 100.0 100.0 1

Representative 2 96.9 96.9 96.9 96.9 96.9 96.9 96.9 2

Manager C 71.4 71.4 71.4 71.4 71.4 71.4 71.4 146

Overall 71.4 71.4 71.4 71.4 71.4 71.4 71.4 146

Representative 1 95.8 95.8 95.8 95.8 95.8 95.8 95.8 3

Representative 2 95.8 95.8 95.8 95.8 95.8 95.8 95.8 6

The ABC Company Aggregate ScoresThe ABC Company Call Center Report

January 01, 2014 - January 31, 2014Call Center A Scores


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MULTICHANNEL MEASUREMENT FOR THE MODERN CONTACT CENTER Today’s contact center is only part of a landscape where customers assume and expect consistency regardless of which channel they choose to interact with your company. Multichannel measurement allows you to understand the links between channels, including the impact that one channel can have on the contact center. For example, a web redesign can push confused site visitors to call with questions, which in turn leads to lower customer satisfaction as hold times increase with call volume.

As the leader in multichannel measurement, we can apply the proven ForeSee methodology consistently across the contact center, web, mobile and store channels with measurement models appropriate to each, giving you visibility to the connections that drive customer behavior.

INSIGHT INTO ACTION

ForeSee cxMeasure for Contact Center enables House of Fraser to see the relationship between the contact center experience and other channels.

They were able to quickly pinpoint tracking issues with a new online delivery system by seeing a simultaneous increase in customer calls and a decline

in satisfaction scores related to agent knowledge. Using customer experience analysis, including open-ended comments from customers, contact center managers built a compelling business case to address delivery process changes quickly. Satisfaction rebounded as the delivery status expectations were addressed on the website.

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MANAGE FORWARD WITH FORESEE cxMEASURE FOR CONTACT CENTEREvolve your analytics for the modern contact center and truly understand what today’s customer expects from their live agent, IVR, chat and email experiences.

By adding predictive customer experience analytics to your contact center performance measurement program, you can identify trends and prioritize improvements that impact your bottom line.

Measure the right way with ForeSee cxMeasure for Contact Center — the only accurate way to measure customer satisfaction with the contact center experience using a scientific methodology proven to predict financial results.

MEASUREMENTMeasure the contact center experience (live agent, IVR, chat, email) your customers have with a continuous and consistent methodology to evaluate performance over time.

BENCHMARKApply a consistent measurement methodology to enable accurate performance comparisons. Benchmark your contact center against itself, other channels (web, mobile, stores) and other indices.

INTELLIGENCEIdentify barriers your customers experience when they want to resolve their problems or make a purchase. Understand which touch points maximize efficiency and increase usage of lower-cost channels, resulting in bottom-line savings.

> Inform agent performance development and technology needs based on satisfaction.

> Identify contact types for more resources or escalation for successful outcomes.

> Influence intelligent routing and escalation procedures.

> Guide script development.

> Discover opportunities for agent training, coaching and motivation.

PRIORITIZATIONCreate focus on which areas are high priorities from the customer perspective for efficient resource allocation.

PRECISE MEASUREMENT.

CONFIDENT INSIGHTS.

DECISIVE RESULTS.

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ABOUT FORESEE

Founded in 2001, ForeSee is the pioneering leader in Voice of Customer (VOC) solutions. Armed with the ForeSee CX Suite, more than 2,000 companies worldwide — in retail, government, financial services, healthcare, consumer packaged goods, and other industries — have transformed their VOC programs into a strategic and rigorous business discipline that delivers economic impact. Only ForeSee offers a multi-patented algorithmic approach to customer experience measurement, access to an unmatched 150 million benchmarked experiences, and actionable insights from a team of 200 expert analysts that give certainty to CX improvements. A subsidiary of Answers Corporation, ForeSee is headquartered in Ann Arbor, MI and has offices in Mountain View, New York, St. Louis, Cleveland, Vancouver, and London.

2500 Green RoadSuite 400Ann Arbor, MI 48105USAt: 734 205 2600f: 734 205 2601

FS-1287-0416

©2014 ForeSee All rights reserved. ForeSee, CXA and cxMeasure are registered trademarks or service marks of ForeSee Results, Inc. All other trademarks are the property of the respective trademark owners.

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How Foresee Can Help Your Call Center