bus102 performance management: preparing for the … · bus102 performance management: preparing...

BUS102 Performance Management: Preparing for the Post-Modern Contact Center

Stuart Granger Genesys VP & General Manager Sue Harkreader Genesys Product Management Aaron Wendel Genesys Solution Architect Jeff Woodland Genesys Product Marketing April 18, 2012

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Customer Experience As a Journey

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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To Comcast or Not to Comcast? A Customer Experience Decision.


2010 2012

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8 Forces Driving Customer Service to the Post-Modern Contact Center


Multi-channel awareness

Social Media awareness

Big Data

Real-time Business-Centric

Independent (ad-hoc) analysis

Mobile decision-making

Visualization

The Enterprise & the role of the Customer Experience Officer

Empower

Managers

Engage over

Customer Experience

Understand the

customer experience

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Assessing Each Trend


Self-Assessment Benchmarking

What questions

should I ask about my operations?

Attached within

the presentation

Expert Discussion

What is the trend?

Why is it relevant?

Customer Panel Survey

How important is it?

How timely is it?

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Survey Respondents

The Performance Management Customer Panel and Survey


JP Morgan Chase

Telenor Norway

VISA

DNB Bank

AXA Winterthur

Rabobank Nederland Never

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Within 2 Years

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Already Started


The Survey Dimensions: Importance & Time-Frame

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The Trends and our Expert Panel

Stuart Granger Genesys VP & General Manager Sue Harkreader Genesys Product Management Aaron Wendel Genesys Solution Architect


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Maintain a holistic understanding of the customer experience, 1) across multiple channels and 2) is inclusive of Social Media activity.

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Maintain a holistic understanding of the customer experience, 1) across multiple channels and 2) is inclusive of Social Media activity.

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Within 2 Years

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Performance Management Customer Panel

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Social Media

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Multi-channel

12 12 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Big Data

3. Leverage Contact Center data for a larger Big Data strategy to understand the customer experience at the Enterprise level.

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3. Leverage Contact Center data for a larger Big Data strategy to understand the customer experience at the Enterprise level.

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Enable Managers as independent decision-makers: 4) analyze performance data ad-hoc, 5) In real-time and business-centric



Enable Managers as independent decision-makers: 4) analyze performance data ad-hoc, 5) In real-time and business-centric

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Ad-hoc analysis

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Real-time Business Centric

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6. Enable Managers as mobile decision-makers: access performance data from any device – desktop, tablet or smart-phone.


6. Enable Managers as mobile decision-makers: access performance data from any device – desktop, tablet or smart-phone.

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7. Use Advanced Visualizations to better clarify performance of resources and the customer experience


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7. Use Advanced Visualizations to better clarify performance of resources and the customer experience?


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8. Leverage a Customer Experience Officer to help the Contact Center align its initiatives with other Departments.

The Enterprise The Customer Experience The Contact Center


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8. Leverage a Customer Experience Officer to help the Contact Center align its initiatives with other Departments.


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CXO

The Big Picture: 8 Trends Summary

Adv Advanced Visualization

Mobile

RT Business Centric

Big Data

Multi-Channel

Social Media

Customer Experience Officer

Advanced Visualization

Mobile

Real-Time (RT) Business Centric

Big Data

Multi-Channel

Social Media

Forced Rank by Importance Performance Management Customer Panel

Avg Ad-Hoc

Ad-Hoc

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Where Is Your Contact Center?


Voice-only customer conversations

Driven by historical ACD reports

Reactive. Opaque. Isolated.

Conversations extend across all channels

Driven by Performance Management solutions

Proactive. Transparent. Engaged.

The Call Center The Post-Modern Contact Center

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At G-Force, Where Can I Learn More?

“Together Useful Actionable” (Breakout #2, and in this room)

• Multi-channel awareness

• Independent (ad-hoc) analysis

• Real-time decision-making

“The Impact of Social Media on Your Customer Experience”

• Social Media (Breakout #2 today, and #3 tomorrow)

Comcast as Main-Stage Speaker (tomorrow 10 am)

• Customer Experience and Real-time Business-Centric awareness


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Join the Performance Management Customer Panel! Provide direct feedback to Genesys Product Management Discuss features, design, strategy, priorities. One hour conference call on the 4th Wednesday of every month.

Who is a good fit?

• A passion for understanding and metrics

• Can apply performance management to customer service and the contact center.

How join?

• Drop off your card or name / number and we’ll contact you with more information.

Would you like to help to drive our direction?

& follow G-Force and Genesys on Twitter at #GForceAmer and @Genesyslab for the latest news and updates!

Join the Genesys G-Force Network on LinkedIn to connect with colleagues, employees and Genesys professionals.

Customer feedback surveys will be sent to you online later…

Follow ME @JWWTweets

Delivering Value Through Insights Genesys Product Management Deep Dive into Insights and Advisor

Teddy Rusli and Sue Harkreader G-Force Seattle

APPENDIX

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The Customer Panel and Survey Questions


AXA Winterthur VISA JP Morgan Chase Telenor Norway DNB Bank Rabobank Nederland

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1. Maintain a holistic understanding of the customer experience, across all contact center operations & channels.


Insert graphic showing synch/asynch interactions:

Voice, Chat Email

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1. Maintain a holistic understanding of the customer experience, across all contact center operations & channels.

Never

Within 5 Years

Within 2 Years

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Already Started



What are your customers most

preferred channels?

Have you moved beyond efficiency

metrics to effectiveness measures?

How do you track the questions you

are resolving?

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Benchmark Self-Assessment

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2. Maintain a holistic understanding of the customer experience, that is inclusive of Social Media activity.


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2. Maintain a holistic understanding of the customer experience, that is inclusive of Social Media activity.

Never

Within 5 Years

Within 2 Years

Now

Already Started



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Benchmark Self-Assessment

• By Department, how many Social Media initiatives are present?

• What are your companies Social Engagement strategy?

• During the last Social Media crisis, how was engagement managed?

• (Have you even experienced a crisis?)

• How are you measuring Sentiment?

• How are tracking comments?

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Benchmark Questions

• How many report-change requests do you get per month?

• How long do report consumers have to wait for changes to take affect?

• For IT, how many requests arrive / interfere with higher level IT projects?


5. Enable Managers as independent decision-makers: analyze performance data ad-hoc within an application (without needing IT).

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4. Deliver real-time business-centric understanding of the Customer Experience across all contact center operations.


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4. Deliver real-time business-centric understanding of the customer experience across all contact center operations.

Benchmark Questions

• Do your business-leaders have a real-time visibility into the Contact Center?

• If not, how long does it take for business-centric answers to arrive?

• When was the last time your ‘standard metrics’ were updated?

•


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Benchmark Questions

• How many report-change requests do you get per month?

• How long do report consumers have to wait for changes to take affect?

• For IT, how many requests arrive / interfere with higher level IT projects?



Never

Within 5 Years

Within 2 Years

Now

Already Started



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bus102 performance management: preparing for the … · bus102 performance management: preparing...

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