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On Target! eCommerce

On Target! eCommerce . By: Michael C. McMillan. The Go-To List!. Clear Processes for Solving Common Problems Continuous Improvement Training Skills Based Routing Live Call Monitoring & Coaching Inter-Agent Chat Workable Agent to Supervisor Ratios Agent Feedback Process. OFF TARGET!!!.

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On Target! eCommerce

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  1. On Target!eCommerce By: Michael C. McMillan

  2. The Go-To List! • Clear Processes for Solving Common Problems • Continuous Improvement Training • Skills Based Routing • Live Call Monitoring & Coaching • Inter-Agent Chat • Workable Agent to Supervisor Ratios • Agent Feedback Process

  3. OFF TARGET!!!

  4. Contact Center OPERATIONAL EFFICIENCY • Lower Average Handle Time • Faster Average Speed To Answer • Higher First Interaction Resolution Rates • Lower Cost per Interaction • And so on… eCommerce Client

  5. What else can a contact center offer the client?!

  6. What We Will Cover Today

  7. OperationalCollaboration

  8. Can you help me reduce my call volume?

  9. DATA

  10. How can we use our data to help our client reduce their call volume?

  11. how do our reports and communication lower client call volume?

  12. CUSTOMER

  13. CUSTOMER

  14. CUSTOMER

  15. The Go-To List! • Clear Processes for Solving Common Problems • Continuous Improvement Training • Skills Based Routing • Live Call Monitoring & Coaching • Inter-Agent Chat • Workable Agent to Supervisor Ratios • Agent Feedback Process

  16. Operational Collaboration The use of “ALL” data to improve the experience our client’s customer has every time they interact with us.

  17. Sources Of “ALL” Data Contact Center CRM

  18. Program Efficiency

  19. How Does This Help My Client?

  20. Who Are Our Client’s Customers? Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.

  21. Which of Them Are Social? Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.

  22. Which of Them Are Social? Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.

  23. Contact Center CRM

  24. What Did We Create? The Largest Data Source For The Largest Spenders of e-Commerce

  25. What Does This Allow Us? • Answer with the caller’s name via ANI lookup • Know the customer’s buying habits • See customer’s Likes & Dislikes from their Facebook profile • Be able to see all past interactions in one place • Not force customer to repeat themselves each time they call, email, web chat or interact with us on any other communication channel

  26. What Was The Result?

  27. An average reduction in AHT of 3 minutes. Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.

  28. A 5% - 10% average reduction in total volume Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.

  29. How did this help us?

  30. Client Attrition Rate!

  31. What To Do Next!

  32. First 5 Steps To Get Started Speak to your IT team about how to integrate your systems with social media API codes Have your team prepare a full training program to teach agents how to use the new tools Review hiring profiles to make sure your team has the ability to support this new style of support Choose one client to test out the new processes Speak to your client about what you want to do and get their input and buy in

  33. PULL THE TRIGGER!!

  34. Questions?

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