aligning contact center metrics with your customer experience strategy

Aligning Contact Center Metrics with Your Customer Experience Strategy

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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Presenter

Stefan Captijn Director, Solution MarketingGenesys@StefanCaptijn

© 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?• ...

© 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

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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The challenge with the ‘one question’ approach

© 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?

© 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

© 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

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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How do operational metrics influence Customer Experience metrics?

How do operational metrics influence Customer Experience metrics?

© 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

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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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

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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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?

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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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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Email us:

enterprise.programs@genesys.com

Ask the Expert!

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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Email us:

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