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Want to Redesign Your Contact Centre Offer to a Multi Channel Offer Donna Middleton

Want to Redesign Your Contact Centre Offer to a Multi Channel Offer Donna Middleton Director of Customer Experience Home Group LTD. The Vision. C U S T O M E R S. Range of Access Channels. Enabling Technology. Skilled & Knowledgeable team. Fast and Convenient.

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Want to Redesign Your Contact Centre Offer to a Multi Channel Offer Donna Middleton

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  1. Want to Redesign Your Contact Centre Offer to a Multi Channel Offer Donna Middleton Director of Customer Experience Home Group LTD

  2. The Vision C U S T O M E R S Range of Access Channels Enabling Technology Skilled & Knowledgeable team Fast and Convenient Single Point of Contact Real time perf’ management Standardised Processes Customer Choice Information into Intelligence One and Done Consistent Service Deliberate Experience Service Excellence SERV I CE DE L I VERY Customer and Client Service Centre Front Office Satellite offices providing face to face access Front line teams with enabling technology to provide at home service

  3. Customer Promise • Easy to do business with: offering choice and flexibility, building sustainable relationships and communities • The service will deliver greater consistency and customer service excellence with skilled and knowledgeable customer services staff supported by standardized processes and enabling technology e.g. Knowledge tool and CRM to achieve high levels of customer fulfillment at first point of contact. • The channel strategy supports the delivery of knowledge through improving knowledge and ensuring the customer is sign posted to the right channel and or person with the right skills to resolve their enquiry at the earliest point of self serve • The “Art of Conversation” Curiosity – Invest in the conversation and recognize and reward the customer insight your front line agents bring to the party.

  4. Our Future Strategy-Why go there

  5. www www Technical Architecture-supporting the customer journey Multi Channel Customer Interaction Mail Social Web/mobile apps Live Web Knowledge Call Track integration with third-party systems E-Mail Communities Chat Phone Search Browse Search Search Browse Phone FAQ FAQ Co-Browse Letter Forums Guided Help Guided Help Fax Offer Call Tracking CTI Social Networks Web chat Adapters SMS DATA Service Management Platform CONTENT Unified Desktop Workflows Business Components Knowledge Base Case Records Analytics

  6. The desired outcomes • Real time data and analysis across multiple systems (One view) • Drill down to manage by exception (Operational efficiency)

  7. The desired outcomes • Actions can be taken immediately and close to the event/issue (Responsive/flexible) • Insight capability across all channels, phone, email, chat, agent knowledge, web knowledge, SMS and mobile (Identify Big ticket Items) • Home group will see, act and focus on high impact customer service drivers (Improved RCA- Treat cause not the symptom)

  8. The Insight Prize

  9. The Customer Journey- Low Effort • I need to know • I need to do • I need to fix

  10. Questions

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