bruce temkin: the customer experience imperative: a contact center boot camp for surviving in the...
DESCRIPTION
Prepare for the new age contact centers - engage agents, not just hire people. Engaged employees are valuable assets and customer experience leaders have more engaged employees. We present statistics on engagement by size of company, age of employee, and by organization level. Finally we discuss some OpenSpan use cases where engaged employees led to increase in cross-sell, improvement in CSAT scores and higher profitability in the call center.TRANSCRIPT
The Customer Experience Imperative: A Contact Center Leader’s Boot Camp for Surviving in the New Economy
2013 Webinar Series – Time with the Experts
The Customer Experience Imperative: A Contact Center Leader’s Boot Camp for Surviving in the New Economy
What to Expect Today
• Introduction
• Employee Engagement: Maximizing Your Critical Assets
• Q & A
2
Meet the Speakers
3
Bruce Temkin Managing Partner and Customer
Experience Transformist
The Temkin Group
Anna Convery EVP, Strategy
OpenSpan
© 2006-2013 by OpenSpan, Inc. All rights reserved.
30,000,000
$120,000,000,000
120,000,000
Sources: ILO, US Bureau of Statistics, Benchmark Portal
© 2006-2013 by OpenSpan, Inc. All rights reserved.
$525,000,000,000
Global Investment in Hourly Transactional Workers
Copyright © 2013 Temkin Group. All rights reserved.
Prepare for new age contact centers…
Copyright © 2013 Temkin Group. All rights reserved.
Prepare for new age contact centers…
• Multi-channel conversations, not just phone calls
• Enable journeys, not just transactions
• Measure customer success, not just interaction costs
• Blend with self-service, not just deflect calls
• Predict needs, not just respond to requests
• Gain business insight, not just analyze interactions
• Evolve based on feedback, not just survey customers
Copyright © 2013 Temkin Group. All rights reserved.
Prepare for new age contact centers…
• Multi-channel conversations, not just phone calls
• Enable journeys, not just transactions
• Measure customer success, not just interaction costs
• Blend with self-service, not just deflect calls
• Predict needs, not just respond to requests
• Gain business insight, not just analyze interactions
• Evolve based on feedback, not just survey customers
What does this mean for
agents?
Copyright © 2013 Temkin Group. All rights reserved.
Prepare for new age contact centers…
• Multi-channel conversations, not just phone calls
• Enable journeys, not just transactions
• Measure customer success, not just interaction costs
• Blend with self-service, not just deflect calls
• Predict needs, not just respond to requests
• Gain business insight, not just analyze interactions
• Evolve based on feedback, not just survey customers
What does this mean for
agents?
Engage agents,
not just hire people
Copyright © 2013 Temkin Group. All rights reserved.
Engaged employees are valuable assets
Base: 2,456 U.S. consumers employed in for-profit organizations
Source: Employee Engagement Benchmark Study, 2013
20%
10%
34%
37%
59%
64%
70%
87%
Make a recommendation aboutan improvement that can be
made in your company
Recommend that a friend orrelative apply for a job within your
company
Do something that is good foryour company even if it is not
expected of you
Stay late at work if somethingneeds to be done after your
normal workday ends
Highlyengagedemployees
Disengagedemployees
Copyright © 2013 Temkin Group. All rights reserved.
Customer experience leaders have more
engaged employees
Base: 2,456 U.S. consumers employed in for-profit organizations
Source: Employee Engagement Benchmark Study, 2013
34%
66%
CX worse than competitors
Highly /moderatelyengagedemployees
Less engagedemployess 75%
25%
CX significantly better than competitors
Copyright © 2013 Temkin Group. All rights reserved.
Engagement by size of company
Base: 2,456 U.S. consumers employed in for-profit organizations
Source: Employee Engagement Benchmark Study, 2013
Copyright © 2013 Temkin Group. All rights reserved.
Engagement by age of employee
Base: 2,456 U.S. consumers employed in for-profit organizations
Source: Employee Engagement Benchmark Study, 2013
Copyright © 2013 Temkin Group. All rights reserved.
Engagement by organizational level
Base: 2,456 U.S. consumers employed in for-profit organizations
Source: Employee Engagement Benchmark Study, 2013
Large Financial Services
6-Month ROI
Agile Agent Desktop: 14,000 Agents
Results: • Agile agent desktop + automations deployed within 90 days
• Decreased training times
• Increased cross-sell by 20 percent
Leading U.S. Wireless Carrier
$18 million projected savings
14,000 Agents
Months to Deploy 4 9 Reduced Each
Call By seconds
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Q & A
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Time with the Experts – Future Episode
DATE EPISODE TOPIC
November 14 Emerging Strategies for Driving More Profitable Customer Relationships
www.openspan.com/2013webinars
© 2006-2013 by OpenSpan, Inc. All rights reserved.
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