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6 tips for creating a successful business

case

webinarWelcome to the

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© Netcall 2017

1,2,3. Customer, Agent, Process“What difference do the channels make?”

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© Netcall 2017

Elapsed Time

Activity

Process

Optimisation

Complexity

Understanding

Appropriateness

Emotional State

Fealings

Opinions

Emotional Exchange

Time Cadence

Available Choice

Customer Work

Event Note

IncentivesCo

mp

lex J

ou

rne

ys

Source: CXFO

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Customer, Agent, Process

Agent Journey Map

Agree New Process

Customer Journey Map

Review and create

new process 03

01

02

04

Complete a technology review

Source: Netcall

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4. Improve or changeIs CX counter intuitive to continuous improvement?

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© Netcall 2017

Social Connection Engage with your community

Social ActionPromote your messages

Social EngagementSolve your Problems

Drive your Business

Customer Work Customer Work means that every pound

you spend is amplified by your customers

(or Customers at the heart of your business)

Source: CXFO

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Improve or change

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Most customer journeys are processes

…. with experiences added like “Fancy Dress”

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From apathy

to initial

response

Standardise

and solve

Align and

have CX as a

culture

87% of firms are here

Source: MaritzCX

Step change – will deliver ROI

financial performance and loyalty

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“You can't manage what you can't measure.”Peter Drucker

5. Measure customer experience

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© Netcall 2017

Understanding Emotion

Pa

ssiv

e

Co

nve

rsa

tio

na

l

En

ga

ge

d

Sym

bo

lic &

Sig

n

-2

Peak

-5

Active

-4

Engaged

-3

Disengaged

0-1 +1

Peak

+5

Active

+4

Engaged

+3

+2

Passiv

e

Co

nve

rsa

tio

na

l

En

ga

ge

d

Sym

bo

lic &

Sig

n

Source: CXFO

© Netcall 2017

Efficiency or experience

Satisfaction Effort

Measure customer experience

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6. Which tech when?

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© Netcall 2017

Is your technology part of a holistic project

or a sticking plaster?

Source: Gartner March 2016

-

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Contact Centre

and

Customer Engagement

Join up your solutions

Business

Process

Management

Workforce

Optimisation

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7. Manage your queuesImprove every experience

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Listen to callers at every step

IVR On hold

Talking to an agent

Source: Call Centre Helper

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Ditch the DTMF

Touch Tone was designed for

fixed phones with big buttons

Touch Tone was not designed

for touch screen mobile phones

Touch Tone has been decreasing in accuracy as mobile phones have

gone touch screen

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Mobile overtook fixed minutes in 2010

0

20

40

60

80

100

120

140

160

2010 2011 2012 2013 2014 2015

Mobile minutes

Fixed minutes

Fixed

minutes

down

40%

Mobile

minutes

up

8%

Bill

ions o

f m

inute

s

Source: Ofcom: The Communications Market 2016

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Make sure it works

Improve CX with:

• CLI routing

• Speech Recognition

• Different numbers

• Call back

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

08:00 09:15 10:30 11:45 13:00 14:15 15:30 16:45 18:00 19:15

Before QueueBuster

Using QueueBuster

Source: Netcall

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8. Repeat contacts cost moreLets look at the issues

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© Netcall 2017© Netcall 2017

Double

work

2.5xlength

How many repeat calls do you have?

Just how long is that second call?

Source: Netcall

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6%

10%

20%

31%

26%

7%6+

5

4

3

2

1

Speed to answer 73%longer

34%higher

23%longer

Call abandonment

Post call wrap-up

Source: ContactBabel: The UK Contact Centre Decision-Maker's Guide 2016 (14th edition)

How many applications within a call?

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9. Easy-to-use guides

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From this

To this

Source: Netcall

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10. Quick wins

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Identify Quick Wins

b. Use Call Back Technology

a. Audit the CX on each channel

c. Manage Web Forms

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10 ways to improve Customer Experience

Map the customer journey.

Adjust for emotion and

feedback.

1Map the agent journey.

Remove barriers, make it

easy.

2

Agree effective processes.

They must work for

stakeholders.

3Improvement or step change?

CX delivers 3 x financial

benefits.

4

Plan for end-to-end

technology. Chose sticking

plasters carefully.

7All customer data on one

screen. Provide agents a

360° view.

8

Update your queue handling.

Use customer focussed

options.

5Decide what to measure.

Understand “what” it will

achieve.

6

Agent Guidance.

Enable multi-skill and multi-

task.

9Quick Wins

1. Test all contact journeys

2. Prioritise messaging by

urgency and importance

3. Use call back phone and

web

4. Test web forms to avoid

complexity.

10

Process related tips Technology ideas for you