call centre helper · why become more social •studies across the world have shown crowd sourcing,...

All Rights Reserved Morris Pentel 2017©

Get out of the way of your customers and colleagues

Call Centre Helper

my bit…..

1. Creating a Social Organisation

2. Incremental Steps in transformation

3. Managing Customer Emotions as part of your SWOT

4. Reducing Customer Effort


Why become more social

• Studies across the world have shown crowd sourcing, social networking, digital campaigns have improved engagement and have direct impact on the bottom line

• Using the combined knowledge and momentum of your customers amplifies your message far beyond your ability to buy equivalent coverage and increases your understanding of your experience if collected and processed correctly

Things you can do

• Review your transformation programmes in terms of stakeholder empowerment and improve it

• Start some simple programmes to get people talking so they become more engaged and create momentum - Stakeholder generated content insight & tactics tend to be more successful. Senior team sponsorship is important but it is momentum at the coal face that drives change

• Focus on things you can measure in emotion and connect to your P&L

• Reduce Effort

Trick 1 - Transformation audit

Trick 1 – Ask some questions 1. How often have customers and staff been involved in 2017

2. How wide spread

3. Easier or harder?

4. How successful and why?

5. Long term change or short term effort

6. Friction and adoption scores

7. Mandatory – v – Co-created Staff and Customer led

8. What does success look like - this time?

9. Is it staff doing what they are told or something more?

Review your process and ask if it really optimises engagement

Set some new goals around social engagement

Gets people talking about change


Trick 2 - momentumStarting is the hardest part – You are going to break through inertia. We know that programmes need to gather a certain critical mass or fail

Start with a simple objective – to get the conversation going (and get clever later)

The first goal - is to create a more social networkThe lowest cost most effective transformation team!

A strong, well thought through kick off engagement is important. If designed correctly a programme should become the backbone of new way of communicating change

Focus on how we communicate today about things and make it more engaging and easier

What is the experience?


Trick 3 - give it a nudge

Get people communicating and they will find it easier to communicate about

important ideas

Nudge Behaviour• Behaviour change can use small nudges successfully. The work of another Nobel Laureate Richard Thaler on

Nudge Theory has been used in many projects to create change. In theory, you should be able to use a behavioural nudge in your organisation as the preamble to a change programme with success.

A nudge works very well with habits (such as consciously smiling and saying thank you more and then talking about it)

followed by another nudge such as let’s all go and finds something new, share a link with everyone from my social network and bring it to a 5-minute weekly meeting allows you to build a community and social network.

• This is also a very subtle type of change but it also creates momentum as well. Once people come out from behind their protective barriers they engage.


Trick 4 - Good habits

Using habits is a proven starter. You need to start with simple ideas that every one can contribute to that exclude any status related stress. (FUN!!!)

1. Increase “Thank You’s & Smiles”

2. 5 minute holiday meetings

3. 5 minute charity meeting

4. This week I found out…..

Make it easy to engage and part of a journey through empowerment

Then you can ask the important questions like what should we fix, how do we become better?

Using habits and nudges to help start this process should be a focus. Habits are part conscious and part unconscious so they are easy for each person to pick up and self programme.

They reduce stress and improve body chemistry…..which you can measure

One new habit every 2 weeks feels like change to me All Rights Reserved Morris Pentel 2017©

Trick 5 - Get visual

Charlie - Engaged the bus

travelling public of Dublin for 11 minutes 30 seconds in a survey which 70% of users completed the full survey using visual scales

We use visual scales because answers are more processed when we have to consider

Check out the video “email in real life”

Funny Videos are great for talking about issues

Cartoons can be useful too

How angry is angry?

The acid test of communication

“Explain it to me so I can explain it to the next person”

Trick 6 - Get visual

Trick 6 – Emotion SWOT State Scale

Anything you need to name in a SWOT model will always be in a binary state (on/off, active/passive, true/false,) in any given situation but, also has a number of degrees at the same time.

Why is this important?There is saying ”It’s like trying to compare apples with oranges”. In the real world we do compare apples and oranges all the time, in simple decision making calculations in our heads every day. After all an apple is refreshing fruit so is an orange but they do have slightly different properties that make them more or less appealing at different times.

A simple way of mathematically describing the fact that both apple and orange are good and may be good for you but today I want the apple more.

Or that even though I wanted the apple I got the orange but it was ok with me because I really don’t care.

Or…..as apples go this is a nice one, but this orange is a nicer orange. That this might in fact be one of the most perfect oranges in history so therefore the apple doesn’t get chosen.


You must improve understanding –

What are the key properties of a

good metric?

*Easy to:

Create

Connect

Measure

Share

Understand

What does success look like?

You can’t manage what you don’t measure

…..and you can’t measure what you don’t define!

All Rights Reserved Morris Pentel 2017© *CXFO definition

Binary Scales

<<<<<<Disengaged>>>>>>

<<<<<< <<<<<Passive>>>> >>>>><<<<<<<<<<Active>>>>>>>> <<<<<<<<<<Active>>>>>>>>

+-PositiveNegative

Important but rightTrueOpenMoving correctlyRightOnUnderstandable

Important but wrongFalseClosedStationary incorrectlyWrongOffNot Understandable

Not Important True/FalseOpen/ClosedMoving (in)correctlyRight/wrongOn/OffUnderstandable (not)

Emotion wheel


Happy or not?

10 point scale overlay

Important but rightCertainTrueOpenMoving correctlyRightOnUnderstandable

Important but wrongCertainFalseClosedStationary incorrectlyWrongOffNot Understandable

Not ImportantUncertain True/FalseOpen/ClosedMoving (in)correctlyRight/wrongOn/OffUnderstandable (not)

-2-5 -4 -3 0-1 +1 +5+4+3+2

We now overlay a simple 10 point scale across the +- 5 spectrum

+


Degree Scale


Many things become a matter of a degree to be measured.

I may not like something but I may put up with it. Or the reverse might be true – I may like something but not enough to change my mind in a buying situation. I may want to sell my old stock but my customers won’t like me as much etc.

<<<<<<<<<<Active>>>>>>>> <<<<<<<<<<Active>>>>>>>>-2-5 -4 -3 0-1 +1 +5+4+3+2

Peak Pro -Active Engaged PeakEngaged Pro -Active

very very veryvery very very

<<<<<< <<<<<Passive>>>> >>>>>

Make it visual so it is easier to interact with All Rights Reserved Morris Pentel 2017©

Degree Scale


<<<<<<<<<<Active>>>>>>>>

Degrees and ImpactDegrees allows us to describe conditions as we do in conversation is a simple way. It allows us to describe words and phrases such as So, But and Very. It is the but in situations that we are able to describe through gradient. By adding a gradient to this model we can now describe concepts such as “importance” “effort” “trust” as well as practical issues such as timing price etc. When creating other scales such as the emotional affect scales this creates the ability to describe emotional states by their external attributes.

The same is true of very! How angry was the customer….very very or just a bit? You can now describe uncertainties based on understanding of outcome.

<<<<<<<<<<Active>>>>>>>>-2-5 -4 -3 0-1 +1 +5+4+3+2



<<<<<< <<<<<Passive>>>> >>>>>


Degree Scale


Of customers that had problems, 56% fell into the “rage” (-4, -5) category of being extremely upset or very upset “US Customer Rage Survey 2017”

40% said they lost time and less posted to social media 30% down to 25%

We need a better way to express this states more simply.

<<<<<<<<<<Active>>>>>>>> <<<<<<<<<<Active>>>>>>>>-2-5 -4 -3 0-1 +1 +5+4+3+2



<<<<<< <<<<<Passive>>>> >>>>>


Go to your post it notes!

Emotion Affect Scale

<<<<<<<<<<<Passive>>>>>>>>><<<<<<<<<<Active>>>>>>>> <<<<<<<<<<Active>>>>>>>>

-2-5 -4 -3 0-1 +1 +5+4+3+2


Passive If

asked

ConversationalPart of my experience

EngagedPart of my experience

Passive If

askedConversationalPart of my experience

EngagedPart of my experience

Heightened State of

Excitement

Heightened State of

Excitement


Available through Call Centre Helper


Trick 7 - Customer Effort

• It’s a drag on you ROI and ROCE

• Most good effort reduction programmes produce measurable results

• Most effort reduction will improve satisfaction & Lifetime value

Identify effort by adding time gaps to your journey maps asking is this a delay or an awkward experience

Use technology to measure physical signals to map delays


….and finally

• Recognise that behaviour can be cheaper and more cost effective to fix than tech and that habits can be your friend sometimes

• Read Nobel Laureate Richard Thaler and books like The Power of Habit by C. Duhigg

• Start with a small agenda to get people talking

• Create better communication by thinking about how to create a more social network

• Talking simply - Create an easier to use common understanding of language that can be connected at data by


Or simply

Find me on……..

@MorrisPentel

Email: [email protected]

call centre helper · why become more social •studies across the world have shown crowd sourcing,...

Documents