aligning contact center metrics with your customer experience strategy
TRANSCRIPT
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Aligning Contact Center Metrics with Your Customer Experience Strategy
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Presenter
Stefan Captijn Director, Solution MarketingGenesys@StefanCaptijn
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Operational vs Customer Experience KPI’s
EXPERIENCEEFFICIENCY• Average Handle Time• Number of Transfers• Interactions per Hour• Abandoned Interactions• Missing the SLA• QM Scores• ...
• Was your question answered?• Did the employee seem knowledgeable?• Any sense of Empathy?• Did the employee take time to listen to you?• Was the employee in control of the
situation?• ...
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Experience based KPI’sRe
leva
nt to
Cus
tom
er E
xper
ienc
e
Time of introduction
CustomerSatisfaction
Net Promoter
Score
Customer Effort
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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The challenge with the ‘one question’ approach
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Customer Experience
Aligning KPI’s for different stakeholders
VP Customer Experience
ITDirector
Contact Center Director
Are we delivering on
the brand promise?
Are we meeting the
SLA’s?
Does it work as designed & architected?
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Metrics to consider...
VP Customer Experience
ITDirector
Contact Center Director
• Customer Effort Score• Net Promoter Score• Customer Sat• Complaints• Repurchase frequency• Customer Lifetime/Renewals• Sales per Customer
• 1st contact resolution• Quality of interaction• Compliance• Abandoned rates• Wait time• Transfers• Complaints
• Up time• Number of incidents• Application efficiency
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Better analysis of KPI’s is the next frontier
Single type question (would you recommend us...) is easy for the customer and indicates emotion
When related to individual customer record one can take action
Harder to make ‘actionable’ in terms of structural improvement
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How do operational metrics influence Customer Experience metrics?
How do operational metrics influence Customer Experience metrics?
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
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Key capabilities to consider
(Employee)Performance
Metrics
CustomerSurvey
QualityMonitoring
Voice of theCustomer
EmotionDetection
eLearningAssessment
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What drives Customer Experience?
MortgageSales
Retentions
FCR
CEPr
oduc
t kn
owle
dge
Soft
Skills
Serv
ice L
evel
High
QM
Sco
re
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Correlation Analysis provides better insight
•Do employees who score high on QM surveys drive higher NPS?•Do employees that drive higher NPS also sell more?•Do Customers who have higher NPS score really buy more?•Are low performing employees driving your customers mad? Or not?
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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Voice of the Customer & Employee Performance
Workforce Management
Skills Assessor
Genesys Customer Interaction Management Platform
TrainingManager
QualityManagement
Speech Analytics
PerformanceManagement
Transaction Recording/MonitoringCoachingText
Analytics
CustomerSurvey VOC VOCVOC
Telephony Email Chat Social Work Items
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For more information, please visitwww.genesys.com/products
Email us:
Ask the Expert!
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Checkout Genesys’ Blogs
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More information on Genesyslab.com
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Thank You for participating!
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