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Metrics as a Competitive Metrics as a Competitive Advantage Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

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Page 1: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Metrics as a Competitive AdvantageMetrics as a Competitive Advantage

Genesys Strategic Planning Series

CRM Exchange – October 2009

Tim Montgomery - The Service Level Group

Page 2: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Tim has honed his expertise by working Tim has honed his expertise by working closely with and advising some of the world’s closely with and advising some of the world’s

most recognized service organizationsmost recognized service organizations

Page 3: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

“World Class is NOT

something you

deliver, it is a RESULT

of something you are”John DiJulius

Page 4: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Measurement Traps1.Focused on Self2.Looking Backwards3.FAITH in Numbers4.Gaming the Metrics5.Sticking TOO Long HBR Oct 2009

Page 5: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Internal Measures Not Connected with the Customer or Competition

Why does the customer care?

Page 6: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Service Level/ASA

Is the door open when promised?

How much of my time are you willing to take?

Should I begin to look for an alternative?

Page 7: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Abandon/Answer Rate

I’m too busy right now

I don’t have tolerance for wasting time

I have alternatives

Page 8: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Too Much Time Spent Analyzing the Score

More Time On the Game Film and Moving Players

Page 9: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Svc Level

ASA

Abandon

Adherence

What is Planned?

What do I Have?

What is Down the Road?

…Adjust Based on Future

NOT Past

Page 10: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Measures Put In Place Because Everyone Else Does It

Understand That Size Makes Call Centers Different

Page 11: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Savings of 2 Agents

Savings of 7 Agents

Savings of 27 Agents

Page 12: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Measures With Holes That Lead to Excuses

“Wishful Thinking and Denial”

…Beyond the 4 Walls

Page 13: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

GATEWAY - I Built This Company, I Can Save It – Fortune Magazine

Many of these changes hurt more than just morale. They hurt business. For

example, one policy put a time limit on customer-service calls; reps who spent more than 13 minutes talking to a customer didn't get their monthly bonuses. As a result, workers began doing just about anything to get customers off the phone:

pretending the line wasn't working, hanging up, or often -- at great expense -- sending them new parts or computers. Not surprisingly, Gateway's customer satisfaction rates, once the best in the industry, fell below average. What's more, many customers stopped recommending Gateway to their friends and families; Gateway's referral business -- once 50% of total sales -- fell to about 30%

Page 14: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Comparing Apples to Watermelons and the resulting AVERAGE

Give leaders the tools to COACH the solution

Page 15: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

79%

89%

Page 16: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Herb Kelleher On Coaching… You don't have time to do anything else until you accomplish that; focus all of your time and then the rest of it will fall into place and be easy.

Page 17: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group
Page 18: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Why can’t we hit our numbers?

Page 19: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Survey Says…1.We’re understaffed2.Can’t pay enough3.Reps don’t care4.Other departments5.Our systems6.Senior management

Page 20: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Metrics Prove You’re Under Staffed…

In Advance

Page 21: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Can’t afford to pay them enough?

Focus On Culture - Buy The Book...

Page 22: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group
Page 23: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Thinking like that distinguished our Customer Service Champs from the rest of the field

Page 24: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group
Page 25: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group
Page 26: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Survey Says…1.We’re understaffed2.Can’t pay enough3.Reps don’t care4.Other departments5.Our systems6.Senior management

Customer ServiceVs.

Customer Experience

Page 27: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Senior Management Just Doesn’t Get It…

Page 28: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Metrics As An Advantage

They Target NO Service

Page 29: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

For your consideration

1.Diet and Exercise 2.Focus on WHAM3.Outside the fishbowl4.Inside the box5.Your frothing line6.Invest in YOU

Page 30: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

You Can’t lose 20 pounds in a day

Page 31: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

WellHearAlter Modify

Page 32: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group
Page 33: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Don’t ignore what’s in the box…

Page 34: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Draw Your Frothing Pitcher

Line

Page 35: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Genesys Performance Genesys Performance Management and Analytics: Management and Analytics:

Driving the BusinessDriving the Business

Sue Harkreader, Director Product Management

October 29, 2009

Page 36: Metrics as a Competitive Advantage Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group

Contact Center at the Service of the Business

Contact Center Leader’s Goal: Make a difference in the business…and prove it.

We find that our customers need to speak the language of business, which isn’t usually “queues.”

o Services successfully offered to our at risk customers

o Tasks that are overdue

o Most active product segment

Their success measures are evolving to be business results which is more than ASA and AHT.

o Is this customer going to be a promoter of the business?

o What was customer effort to resolve their request?

Contact Center Leader’s Job: Fix the inevitable problemsConsistent message “Do not take my details away,” they are required for root cause.

Growing trend to look for outliers that anticipate hitting thresholds.