Optimizing Customer Experience using Analytics & Virtual Call Agents

Jane Hendricks, Product Marketing Manager with Aspect Software shares content recently presented at the CCNG's OptimizingCustomerContact.com event in Philadelphia. Learn how organizations adopt a call center technology approach to optimizing traditional back office functions and answer key issues including -

Where is the intersection between the back office and the customer experience given that back office is typically not a customer-facing part of the business?

Are there particular industries or business processes for whom this kind of solution would be particularly valuable? Are there back office processes where this isn’t a fit all?

What are some of the challenges associated with applying technology meant for the contact center to the back office?

Are there cultural implications for organizations looking to adopt this technology?

Aspect is a big part of this year’s Optimize series discussing valuable topics such as Optimizing Back Office Resources and Processes in Customer Support, Social Care, WFO Strategies and more!

We hope following your viewing of this webcast you will consider joining us and attending an upcoming OptimizingCustomerContact.com event.

To get others to come into our ways of thinking, we must go over to theirs; and it is necessary to follow, in order to lead.

Jennifer Richard – Director; Contact Center Operations, McKesson Patient Relationship Solutions talks about leadership in her program, the process of Investigate, Identify, Implement and Improve to achieve the successful results in her operations.

In the Age of the Customer, companies must work harder to impress, obtain and keep customers. As consumers demand multiple ways to interact, contact centers are tasked with implementing multi-channel support and ensuring agents are skilled to manage those methods. During this webcast, we’ll look at how contact centers can automatically push a seamless flow of work throughout the day to agents – based on their skills, availability and customer priority while optimizing agents and gaining insights to meet operational needs.

Call center leaders often hide behind the concept of Best Practices, believing if they copy someone else's recommendation for success it will secure their own. This is an illusion. Improved performance is derived from a combination of leadership skills and front-line execution.
Change always starts with vision and direction set by the leadership, followed by training of and execution by the front line. Training must be tailored to an organization’s specific DNA in order to be effective and drive results on a sustained basis.

Measure the Results -

NPS (Net Promoter Score)
Customer Satisfaction
Customer Retention
New Sales
Loyalty
Social Media Monitoring
Increase in Profitability
VOC Surveys

As customers continue to take greater control of the service conversation, superior workforce optimization and back office software integration are essential to enabling contact center agents to deliver seamless, informed, and empowered interactions in every channel and every touch point. The session will look at ways to leverage workforce optimization strategies to provide the ability to properly schedule, forecast, coach, develop, analyze, optimize and provide tools and insights needed to establish a cycle of continuous improvement within the teams that either directly or indirectly impact the customer in a way that translates into better customer experiences.

Hear from Erich Dietz, Sales Director, Mindshare Technologies regarding the 10 Commandments of Voice of the Customer.

CCNG talks with Doug Lipp about his new book, Disney U.

Disney U - How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees

In helping Walt Disney create “The Happiest Place on Earth,” Van France and his team started a business revolution in 1955 that eventually became the Disney University—the employee training and development program that powers one of the most famous brands on earth.

Disney U examines how Van France's timeless company values and leadership expertise have turned into a training and development dynasty: the Disney University. The book reveals the heart of the Disney Culture and describes the company's values and operational philosophies that support the world-famous Disney brand.

Lauren Ziskie Chief Engagement Officer at Dialogue Marketing shares perspectives why contact centers should care about Big Data and what impact this is having on contact center and customer service today.

Most organizations are listening to the social sphere, but few have mastered the social dialogue. Fewer can measure the effect social efforts have on customer loyalty and value. And even fewer are able to assess whether these social efforts are being delivered efficiently. This webcast explores the convergence of best practices for social response and customer contact, and presents the synergies that are possible with better business practices and new technologies in the market today. These synergies enable organizations to leverage social channels efficiently and effectively with a measured, disciplined approach that fosters loyalty and increases customer value.

Successful customer service leaders focus on enhancing the employee experience through reward and recognition programs, career development, and the creation of employee engagement action plans. Amy Gunderson shares some of the work that Allianz Life has done in these areas and insights on “best practices” that enhance the employee experience.

Hear from CCNG Partner, Enkata, on the topic of Optimizing Self-Service Performance ... a topic they will be discussing at the upcoming CCNG 2013 Optimize Series. OptimizingCustomerContact.com for events and details.

An interview series with Contact Center Leaders.

When self-service works right it deflects calls, lowers overall servicing costs, and reduces the effort customers expend to do business with you. On the other hand, when it fails to work as expected it increases call volumes and creates customer dissatisfaction. One recent study determined that more than one-half of customer calls were preceded by a web visit. This informative session looks at how to systematically reduce self-service failures and the impact they have on your contact center and customer satisfaction.

CCNG talks with John Wolf, CMO at Intradiem. Intradiem, formerly Knowlagent, is the leader in intraday management solutions for contact centers. Intradiem equips our customers with business reflexes that immediately and consistently respond to unpredictable events and conditions. Reflexes such as intraday task management, intraday staffing, queue management, and real-time alerts improve business performance by over 20 percent. Intradiem’s solutions are on-demand, easy to use and require no capital expenditures. More than 450,000 contact center, field service, retail, bank branch, and back office employees around the world use Intradiem’s solution every day.

CCNG talks with VOX Network Solutions, Scott Landis, President and CEO & Gary Gilkison, Sr. Director, Business Process & Technology Optimization regarding "A Clear View of How to Optimize Customer Service".

vPOP , VOX’s Process Optimization Program, MEASURES AND ALIGNS YOUR OPERATIONAL PROCESSES WITH YOUR ORGANIZATIONAL STRATEGY - DRIVING IMPROVED CUSTOMER SATISFACTION AND VERIFIED HARD CASH FLOW.
It's our proven methodology to help companies improve their business operations and capture new financial upsides. With vPOP, we take a deep dive into how your organization operates by identifying and addressing critical areas for cost gains and efficiencies. VOX Network Solutions will show you how to optimize your operational processes, technologies and people all while yielding substantial returns for your bottom line.

See how vPOP creates an actionable agenda for doing things better, faster and more efficiently at www.voxns.com/vpop.

CCNG member Jeff Cundiff, Director, Customer Contact Centers for Highlights for Children talks about the successful culture they have created blending the Sales and Service aspects of their contact center operations including Hiring, Interviewing, Team Building, Structure, Customer Loyalty, Rewards & Recognition and more.

Hear from Jeff and reach out to him via LinkedIn to share your comments and feedback on this webcast interview.

CCNG talks with new partner Inova Solutions Marketing Director Jim Mannion about their real-time performance management solutions for contact centers that include metrics identification & management, consolidated reporting and visual displays.

CCNG talks with member Warren Bobrow, President of All About Performance about selecting people for jobs based on the knowledge, skills, abilities, and personal characteristics (KSAPs) required to do the work. KSAPs can differ for the same contact center jobs when considering different kinds of customers.

Join our webcast interview with Warren as he discusses the differences between the customers who call contact centers and those who contact centers through the chat channel and how those difference affect how you should recruit and select agents.

Warren is a regular contributor to the CCNG member blog at CCNGMembers.org.

Video Conferencing and the role of visual communications in the contact center.

Today, communication happens constantly ... and increasingly on channels other than the telephone: Email, web chat, social media, instant messaging, even video conferencing. In this advanced technology world, it's critical that call centers adapt, in order to meet ever-evolving consumer preferences, or risk being left in the dust of their competition. Video is a surprising new tool being used to:

» Deepen customer experience and leave lasting impression of your brand
» Enhance training and agent retention programs
» Improve “service” process
» Expand into new profit centers

Watch this CCNG Partner webcast for more on this exciting trend.