metrics as a competitive advantage genesys strategic planning series crm exchange – october 2009...

Metrics as a Competitive AdvantageMetrics as a Competitive Advantage

Genesys Strategic Planning Series

CRM Exchange – October 2009

Tim Montgomery - The Service Level Group

Tim has honed his expertise by working Tim has honed his expertise by working closely with and advising some of the world’s closely with and advising some of the world’s

most recognized service organizationsmost recognized service organizations

“World Class is NOT

something you

deliver, it is a RESULT

of something you are”John DiJulius

Measurement Traps1.Focused on Self2.Looking Backwards3.FAITH in Numbers4.Gaming the Metrics5.Sticking TOO Long HBR Oct 2009

Internal Measures Not Connected with the Customer or Competition

Why does the customer care?

Service Level/ASA

Is the door open when promised?

How much of my time are you willing to take?

Should I begin to look for an alternative?

Abandon/Answer Rate

I’m too busy right now

I don’t have tolerance for wasting time

I have alternatives

Too Much Time Spent Analyzing the Score

More Time On the Game Film and Moving Players

Svc Level

ASA

Abandon

Adherence

What is Planned?

What do I Have?

What is Down the Road?

…Adjust Based on Future

NOT Past

Measures Put In Place Because Everyone Else Does It

Understand That Size Makes Call Centers Different

Savings of 2 Agents

Savings of 7 Agents

Savings of 27 Agents

Measures With Holes That Lead to Excuses

“Wishful Thinking and Denial”

…Beyond the 4 Walls

GATEWAY - I Built This Company, I Can Save It – Fortune Magazine

Many of these changes hurt more than just morale. They hurt business. For

example, one policy put a time limit on customer-service calls; reps who spent more than 13 minutes talking to a customer didn't get their monthly bonuses. As a result, workers began doing just about anything to get customers off the phone:

pretending the line wasn't working, hanging up, or often -- at great expense -- sending them new parts or computers. Not surprisingly, Gateway's customer satisfaction rates, once the best in the industry, fell below average. What's more, many customers stopped recommending Gateway to their friends and families; Gateway's referral business -- once 50% of total sales -- fell to about 30%

Comparing Apples to Watermelons and the resulting AVERAGE

Give leaders the tools to COACH the solution

79%

89%

Herb Kelleher On Coaching… You don't have time to do anything else until you accomplish that; focus all of your time and then the rest of it will fall into place and be easy.

Why can’t we hit our numbers?

Survey Says…1.We’re understaffed2.Can’t pay enough3.Reps don’t care4.Other departments5.Our systems6.Senior management

Metrics Prove You’re Under Staffed…

In Advance

Can’t afford to pay them enough?

Focus On Culture - Buy The Book...

Thinking like that distinguished our Customer Service Champs from the rest of the field

Survey Says…1.We’re understaffed2.Can’t pay enough3.Reps don’t care4.Other departments5.Our systems6.Senior management

Customer ServiceVs.

Customer Experience

Senior Management Just Doesn’t Get It…

Metrics As An Advantage

They Target NO Service

For your consideration

1.Diet and Exercise 2.Focus on WHAM3.Outside the fishbowl4.Inside the box5.Your frothing line6.Invest in YOU

You Can’t lose 20 pounds in a day

WellHearAlter Modify

Don’t ignore what’s in the box…

Draw Your Frothing Pitcher

Line

Genesys Performance Genesys Performance Management and Analytics: Management and Analytics:

Driving the BusinessDriving the Business

Sue Harkreader, Director Product Management

October 29, 2009

Contact Center at the Service of the Business

Contact Center Leader’s Goal: Make a difference in the business…and prove it.

We find that our customers need to speak the language of business, which isn’t usually “queues.”

o Services successfully offered to our at risk customers

o Tasks that are overdue

o Most active product segment

Their success measures are evolving to be business results which is more than ASA and AHT.

o Is this customer going to be a promoter of the business?

o What was customer effort to resolve their request?

Contact Center Leader’s Job: Fix the inevitable problemsConsistent message “Do not take my details away,” they are required for root cause.

Growing trend to look for outliers that anticipate hitting thresholds.