Improving Customer Service
Business Priorities Presentation
Agenda
Business Drivers / Challenges
Demonstration
Business Capabilities
Summary and Next Steps
Every Touch Point Matters
+
Visits Web site
Customer Experience
Enjoyable
Order is
expedited
Works with a
friendly sales rep
Problem is
escalated to
field service
Efficient
Places
order
Shops
online
Passable
Frustrated
Angry
_
Encounters
a problem
with the
product
Experiences a
long call
waiting time
Annoyed
Finds an
expired
promotion
Uses
product
Cannot find
past
purchases
Describes
problem three
times
Technician
arrives with
no data
• People often mistakenly believe products and services quality alone drives loyalty
• Research shows that loyalty is most influenced by two interactions: most recent and most
emotional experiences (good or bad)
Business Context
Changing
Customers
“I need your
help!”
“Are you
protecting my
personal
information?”
“Solve my
problem
quickly!”
Increasing
Competition
“Can you
compete with
me?”
“Am I better at
this than you?”
“Have I copied
you too well?”
Evolving
Models
“Do you take
care of
everything I
need?”
“Can I manage
my account
online?”
“Can I get it my
way?”
“What else can
you do for me?”
Shifting Labor
Environments
Disruptive
Technology
“Hire me!”
“Update me!”
“Train me!”
“Replace me!”
“Reward me!”
“Retire me!”
“Promote me!”
“Invest in me!”
Smarter Care Leads to Greater
Customer Success
Customer
Experience


The perfect customer
experience
Give customers what they
want, when they want it, and
how they want it
Smarter, More
Effective Agents



Happier agents with a higher
first-call close rate
Lower training costs
Improved career path
Efficient
Operations



Enterprise agility
Execution excellence
Capital efficiency
Business Drivers
Transform from a cost center to a profit center
Reduce attrition and training costs
Improve agent productivity and effectiveness
Improve multi-channel customer experience
Increase up-sell and cross-sell volume
Challenges
Business
Challenges
IT
Challenges
Having insight into customers' lifetime
value and market segments
Providing a unified record of all
customer transactions and interactions
Balancing agent effectiveness and
efficiency
Providing easy-to-use data mining and
analysis tools
Disseminating and promoting best
practices
Supporting mission-critical, low-latency
contact center applications
Training, management, and usage of
resources
Supporting dissemination of and access
to current information
Providing consistent experiences across
service channels
Providing infrastructure for tighter
support for agents from the rest of the
organization
Capitalizing on up-sell and cross-sell
opportunities
Communicating and collaborating with
partners and vendors
Solution Support
A solution should help…
…by
TRANSFORM FROM A COST
CENTER TO A PROFIT
CENTER
Enabling executives to turn customer service into a strategic part of the customer life
cycle
Enabling executives to create resource and financial forecasts on a yearly and monthly
basis and to drive programs that generate additional revenue and profitability in
existing accounts and attract new customers
Enabling executives to perform customer account planning that creates accountspecific or segment-specific service offerings with sales
REDUCE ATTRITION AND
TRAINING COSTS
Enabling executives to ramp up new agents
Enabling executives to improve effectiveness and time-to-value of ongoing training
Helping executives reduce initial and ongoing training costs
Helping executives schedule and manage ongoing training
Helping executives keep people motivated and interested
IMPROVE AGENT
PRODUCTIVITY AND
EFFECTIVENESS
Answering questions and resolve issues as quickly as possible
Resolving more issues on first interaction
Differentiating service level based on a customer's segment
IMPROVE MULTI-CHANNEL
CUSTOMER EXPERIENCE
Enabling agents to pull information about customers regardless of the channel (for
example, in a store, online, at a kiosk, in a call center, via e-mail, or via chat)
Enabling agents to access information that is located in multiple systems to resolve
customer issues
Ensuring agents are informed of new and current promotions and offers and new
product/service launches across channels
INCREASE UP-SELL AND
CROSS-SELL VOLUME
Ensuring agents understand when and when not to sell
Ensuring agents present the correct offers to customers
Ensuring agents understand the relationships between products and services
Agenda
Business Drivers / Challenges
Demonstration
Business Capabilities
Summary and Next Steps
Demo
[ Insert Demo Title ]
Agenda
Business Drivers / Challenges
Demonstration
Business Capabilities
Summary and Next Steps
Solution’s Business Drivers
TRANSFORM FROM A COST
CENTER TO A PROFIT CENTER
REDUCE ATTRITION
AND TRAINING COSTS
IMPROVE AGENT
PRODUCTIVITY AND
EFFECTIVENESS
INCREASE UP-SELL AND
CROSS-SELL VOLUME
IMPROVE MULTI-CHANNEL
CUSTOMER EXPERIENCE
Sophistication of the Solution
TRANSFORM FROM A COST
CENTER TO A PROFIT CENTER
INCREASE UP-SELL AND
CROSS-SELL VOLUME
REDUCE ATTRITION
AND TRAINING COSTS
IMPROVE MULTI-CHANNEL
CUSTOMER EXPERIENCE
IMPROVE AGENT
PRODUCTIVITY AND
EFFECTIVENESS
Phase 1
Provides basic support for the most
critical elements of the business
driver
Phase 2
Provides adequate, typical support for
critical and priority elements of the
business driver
Phase 3
Provides thorough, streamlined
support for the business driver
that enable differentiated levels of
performance
Range of Business Capabilities
Business Driver: Transform from a cost center to a profit center
Phase 1
Gather all customer interaction
information across systems to
review and analyze performance
of accounts and segments to
measure customer lifetime value
Gather and analyze current
customer interactions and
performance information year to
year
Create resource and financial
forecasts
Create basic account or segment
plans with sales to address
revenue and profitability growth
Phase 2
View consistent dashboards of
customer interactions and
profitability waterfalls on
demand
Compare performance to other
customers in the same customer
segment to drive suggestions
for specific account plans
Analyze customer profitability,
revenue, service level, and
benchmark data to discover
customer segments and build
plans to grow revenue and
profitability
Phase 3
Determine patterns of profitability,
opportunities for new business,
potential customer service issues,
or customer churn, and then
effectively coordinate and execute
an appropriate plan
Automatically convert account and
segment plans into contact center
scripts and action plans
Track performance against action
plans and alignment to a strategy
to determine account plan
performance and effectiveness
Range of Business Capabilities
Business Driver: Reduce attrition and training costs
Phase 1
Phase 2
Track new and ongoing training
curriculum and individuals' progress in
completing the training
Use an eLearning solution that
suggests training modules based on
case outcomes
Use an online training catalog with a
scheduling system that supports
training notification, registration, and
execution to support readiness for new
products, services, and promotions as
they are introduced
Work with an expert to resolve
customer issues instead of
transferring a call to an expert
Allow agents to view reports about
team performance goals and actuals by
segment
Plan training schedules to optimize
costs, staffing, and utilization and to
minimize impacts on service levels
Use an eLearning solution that
suggests training modules based on
case outcomes
Automate team performance
scorecards that show goals and
actuals by segments and suggest
training to enhance scores in
underperforming areas
Phase 3
Replace static training with on-the-job
peer training that experts teach during
actual customer interactions
Provide real-time performance
feedback and training module
suggestions that are based on case
outcomes
Record, route for review, and store
successful calls and case outcomes into
a retrievable knowledge base
Deliver training and case-handling best
practices to agents based on profiles,
specific performances, development
plans, and interests
Help agents become more confident,
self-sufficient, and satisfied with their
jobs by increasing their accountability
and ownership of customer
relationships
Enable agents to work from home by
using virtual contact centers
Range of Business Capabilities
Business Driver: Improve agent productivity and effectiveness
Phase 1
Allow agents to access all past customer
interaction history across channels
Enable agents to receive real-time support
from the rest of the organization
Allow agents to readily view the reports
on contact center statistics (such as,
resolution times and resolutions on first
contact)
Enable agents to find and access relevant
supporting product/service information
and experts as quickly as possible
Group agents based on individual agent
performance and route contacts to agents
based on customers' segments
Quickly find service contracts, validate
entitlements, and track usage
Phase 2
Improve visibility of current and
relevant resources that are available in
the organization to assist with
resolutions
Consolidate interfaces into applications
that contain customer transaction
information across the organization
Allow agents to readily view reports on
their individual performances
Store all information that is required to
answer customers' questions or issues
about products/services in one location
and organize it in a knowledge base
that has an accessible taxonomy for
service issues and can suggest potential
resolutions based on case histories
Phase 3
Allow agents to view real-time individual
and contact center performance statistics
and alerts
Resolve issues without using agents by
automatically responding to e-mail
messages with self-service answers
Streamline agent support from the rest of
the enterprise and partner organizations
Streamline and integrate interfaces into
applications that have product/service
information; enable agents to quickly
review customer profiles and potential
issues by automatically showing them at
the top of agents' screens
Improve access to experts by using
advanced search and indicating current
availability
Determine target service level agreements
(SLAs) for customers based on profitability,
revenue, customer segments, and
contractual entitlements to maximize
customer lifetime value
Formalize and streamline processes for
support of each segment
Allow agents to establish temporary SLAs
for particular cases
View current service-level performance
by segment
Generate real-time alerts when segment
service levels are not being met
Range of Business Capabilities
Business Driver: Improve multi-channel customer experience
Phase 1
Allow agents to access all past customer
interaction history, outstanding service
issues, and sales opportunities across
channels
Enable agents to receive real-time support
from the rest of the organization
Support using e-mail as a way for agents
to communicate with customers
Enable agents to find and access relevant
supporting product and service
information as quickly as possible
Enable agents to connect with available
experts as quickly as possible
Collaborate across product and service
teams to share information about
promotions, offers, and new product and
service launches across channels
Phase 2
Phase 3
Improve visibility into relevant, available
experts in the organization to assist
with resolutions
Streamline agent support and other
contact channels from the rest of the
enterprise and partner organizations
Consolidate interfaces into applications
that contain customer transaction
information across the organization
Streamline and integrate interfaces into
applications that contain customer
transaction information; consistently
provide agents and other channels context
about recent activities and problematic
transactions
Store all information that is required to
answer customers' questions or issues
about products/services in one location
and organize it in a knowledge base
that has an accessible taxonomy for
service issues and can suggest potential
resolutions based on case histories
Improve access to current
product/service information and
experts by using advanced search and
indicating current availability
Automatically notify agents about new
product launches, promotions, and
offers across channels
Find subject matter experts on new
products, promotions, and offers across
channels
Share channel trends with marketing,
product, service, and quality teams
Establish new customer communication
channels (such as Web chat and e-mail)
with customer service centers
Streamline agent support from the rest of
the enterprise and partner organizations
Streamline and integrate interfaces into
applications that have product and service
information; enable agents to quickly
review customer profiles and potential
issues by automatically showing them at
the top of agents' screens
Proactively find and address service issues
before customers report them
Range of Business Capabilities
Business Driver: Increase up-sell and cross-sell volume
Phase 1
Consistently and effectively
conduct sales training during an
agent's onboarding training
Share sales best practices and
experiences among agents and
cross-functional team members
Enter information about what
customers want and generate
customized products or service
recommendations
Train agents about the value of
existing and new products and
services
Access a fully detailed catalog of
all products and services
Phase 2
Phase 3
Determine propensity to
respond to up-sell or cross-sell
attempts based on historical upsell or cross-sell successes
Identify up-sell and cross-sell
opportunities in customer
segments and proactively identify
and contact customers
Provide real-time access to
relevant sales best practices
Construct relevant offers on
complementary products and
services based on purchasing
history across channels
Determine and find
complementary product and
service offers in real time
Track up-sell and cross-sell
performances
Discover new value propositions
that are relevant to product and
service relationships
Suggest the most relevant offers
that have the highest commission
to agents in real time
Suggest value propositions for
complementary products and
services to agents in real time
Agenda
Business Drivers / Challenges
Demonstration
Business Capabilities
Summary and Next Steps
Potential Business Benefits
Customers' lifetime values and market segments can be readily determined
Agents are effective and efficient because they know the:
Full context of customer touch points across service channels
Current products, services, and promotions
Best practices are well-maintained and followed
Efficient management and resources
Customers have consistent experiences across service channels
Profitability from up-sell and cross-sell opportunities
Agents and management use a familiar, integrated, and flexible Microsoft platform
Next Steps
Discuss your priorities with IT
Map to systems requirements
Understand what can be leveraged
Develop a high-level road map for deploying integrated
capabilities
Translate back into business capabilities enabled/supported
Review the proposed business capability road
map
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