optimizing back office efficiency while boosting your customer experience scores

Optimizing Back Office Efficiency While Boosting Customer Experience Scores

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

•Introduction

•Understanding the Unmanaged Customer Journey

•Impact on Customer Experience Scores like NPS

•Delivering on the Customer Experience Promise

•Customer Success

Agenda



Are you ready for the High Velocity Customer?


Your customers are on a journey

Purchase Journey

On-boarding Journey

Account Change Journey

Renewal and Repurchase Journey

Problem Resolution Journey

Branch Contact Center Mobile App Website Back Office




But often, part of the journey is unmanaged

Interactions Workflow

CRM Cases

Managed Unmanaged

Purchase Journey

On-boarding Journey

Account Change Journey

Renewal and Repurchase Journey

Problem Resolution Journey

http://www.google.com/url?sa=i&source=images&cd=&cad=rja&docid=GQrLmgeOGgjOFM&tbnid=RqcciKPAS8uzJM:&ved=0CAgQjRwwAA&url=http://huntingtonoutdoor.com/?page_id=1869&ei=NjhFUrvzLaSGjAL1n4HIBg&psig=AFQjCNGIsRSiG5TOo-AarMsOfprbZ_UBUw&ust=1380354486791736

http://www.google.com/url?sa=i&source=images&cd=&cad=rja&docid=t_lcVkH1WtvxgM&tbnid=nlEsrQF1so0ABM:&ved=0CAgQjRwwAA&url=http://www.flickr.com/photos/joshjoseph/2316703779/&ei=wAFJUo6sG-m9yAHUl4DIDQ&psig=AFQjCNHKy_DZW1y9uh4IbtGz0SJL7qChTQ&ust=1380602688487483

DISCONNECT

“IN MANY ORGANIZATIONS THERE IS A BIG

BETWEEN THE FRONT AND BACK OFFICE.”


CX bottlenecks across end-to-end journey

Sales Support Back Office Billing

Journey

Loyalty Erosion

85%

85% 72%

61% 52%

100%

85% 85% 85%

First Bill Provision Welcome Sign Up




The workload is often overwhelming…




The problem however is often invisible…


Problem statements for Back Office

Problem: Consequence:

Fluctuating Volume • Missing service levels and creates backlog

Variety of Task Types • Increases inefficiency through higher AHT • Task delays • Increased error rate increases rework

Variance in Employee Efficiency

• Increases Inefficiency through higher AHT • Task delays increases

Limited or No Visibility • No accountability • Unfair workload balancing • No trend analysis or strategic workforce planning • Cannot match supply and demand

Static priorities • Cannot react quickly to new information or events

Manual task assignment • Increases management overhead and reduces agility

Manual selection of tasks • Introduces workforce inefficiencies


The customer centric Back Office


Organized around Customer Value & Experience

Seamless Experience for the Customer

The right task done at the right time

Employees receive tasks they can handle

Insight in Customer Journey & Employee Performance

Predictable Service Levels




2 capabilities to drive higher Net Promoter Scores (NPS)

Optimize the distribution of work through ‘real time

task assignment’ & continuous reprioritization of

tasks

Optimize the workforce through visibility on

workforce performance, employee skills &

knowledge


Optimizing distribution level efficiency

Business Rules drive continuous reprioritization

Skills and Presence drive real time task Assignment

Workflow, CRM & BPM Systems Tasks

Multi Channel / Back Office Workforce


Optimizing employee level efficiency

Work Item / Task Attributes: Employee / Worker Attributes:

Work Type Priority

Customer Segment Customer Value

Complexity

Skills Knowledge Experience Productivity Availability Schedule

Matching Work & People in Real Time


Optimizing employee level efficiency (continued)

Search Research Resolution Wrap & Report

Rest

Unproductive Productive Productive Productive Unproductive

Research Resolution Wrap Optimized work assignment

Random assignment / Cherry picking

Rest




Business impact

Easier scheduling process in the future

Occupancy optimization

More flexibility by the integration of our outsourcing Partners

Optimization of overhead cost

Full interval transparency for real time business decisions

Increase employee satisfaction

Customer Success

92%

80%

90%

Touring Club Suisse gained back 40 minutes per workers per day

HOSTED BY


Summary

The end-to-end customer experience is compromised • Only parts of the Customer Journey are properly managed

• Invisible Inefficiency is often the root-cause

• Volume, Variance, Variety & Volume cause an instable operating model

•Removing these constraints pays off • Improved NPS scores

• Increase in operational efficiency

• Happier Employees

• Less management overhead reduces operating cost


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© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 25 © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 25

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optimizing back office efficiency while boosting your customer experience scores

Technology

journey purchase journey

unmanaged purchase journey

customer centric

high velocity customer

customer experience

journey sales support

office problem

office efficiency