60in60 roundtable: multi-channel and cloud solutions

Multi-Channel and Cloud Solutions Virtual Conference “60in60 Roundtable” Ian Jacobs Customer Experience Evangelist, Genesys @iangjacobs

© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 2

Agenda

- Challenges for the Multi-Channel Agent - Multi-Channel Metrics - Multi-Channel and Big Data - Creating a Cross Channel/Omni-channel Experience - Tips and Best Practices for Adding Channels - Creating a Multi-Channel Strategy


Plan for the Major Hurdles

Lack of Context Across Channels

Providing Consistent Experiences

Selecting the Right Channels

Poor Hiring / Training

Extends Customer

Frustration

Wrong Agents

Wrong Channels

Unequal and

Annoying


3D Metrics

Performance

Continuous Journey

Metrics

• Channel Jumps • VoC • True Resolution

Metrics

• Handle Time • Containment • FCR

Metrics

• Total Handle Time • Adherence • Engagement


Big Data and Customer Journeys Together

Map Key Journeys

Identify Pain Points and Root Causes

Assess Value-at-Stake and Prioritize

Assess Impact with KPIs


Customer Experience Maturity Model

Time

Feat

ure

Siloed Touchpoints and Channels

Multivendor technology infrastructure managing channels of interaction in contact center and across departments

FCR is low due to sub optimal agent assignment

Fragmented analytics giving partial views

Self-service not effective leading to channel switching

Common Situation

Improved self-service Optimal Agent Routing Agent Scripting FCR improvement Speech analytics for

voice-centric contact centers

Comprehensive single view analytics

Workforce Optimization enacted

Touchpoint CX Optimization

Multi-Channel CX Touchpoint

Addition of multiple channels to same touchpoint

Consistent, seamless experience across channels

Customer context shared across channels

Agent with blended channel work schedules

Multi-skilling; cross-training of agents

Soft channel switching without loss of context

Self-service context passed to agents

Journey Optimization

Journey redesign for optimal results

Streamlined journeys leveraging proactice notifications andl live communications

Journey-specific expereinces delivered across touchpoints including

Workforce blending of workday as appropriate

Optimizing the Customer Journey


Understand YOUR Customer Preferences

Source: Ovum

First channel choice SMS 3%

Web chat 5%

Web self service

9%

Phone to live agent 56%

E-mail 24%

Other 3%

Second channel choice

Other 12%

E-mail 35%

Phone to live agent 20%

Web self service 16%

Web chat 10%

SMS 7%

N= 7798


Think Cross-channel

Personalized experiences Costs drop Agent experience improves


60in60 roundtable: multi-channel and cloud solutions

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