problem solver' to 'digital coach
TRANSCRIPT
FROM ’PROBLEM SOLVER’ TO ‘DIGITAL COACH’…How the role of the customer experience advisor could evolve in the next few years
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THE ROLE OF CUSTOMER EXPERIENCE PROFESSIONALS HAS CHANGED OVER THE YEARS
From ’problem solver’ to ‘digital coach’… 2
From call centre
operator
To contact centre advisor
Toomni-channel
customer experience
provider
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SO WHAT DO WE MEAN BY “DIGITAL COACH”? HERE’S A SIMPLE SCENARIO…
From ’problem solver’ to ‘digital coach’… 3
Customer calls into the retailers contact centre to
update an order
Advisor provides the information they need to
solve their problem
Advisor asks the customer if they would like to be
shown how to access the info online in the future
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DIGITAL COACHING BENEFITS
From ’problem solver’ to ‘digital coach’… 4
Contact volumes reduced
Online sales increase
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45%Of consumers are happy with voice as a touch point
ARE CUSTOMERS READY TO BE COACHED?
From ’problem solver’ to ‘digital coach’… 5
40%Of all interactions are digital and at current rate will over take voice by the end of this year
72%Of customers prefer self-service to resolve their support issues over picking up the phone or sending an email
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ARE ADVISORS READY TO BECOME DIGITAL COACHES?
From ’problem solver’ to ‘digital coach’… 6
Is the estimatedaverage age of a contact
centre advisor
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GENERATION Y PREFERRED COMMUNICATION CHANNEL 2015 DIMENSION DATA GLOBAL CONTACT CENTRE BENCHMARKING REPORT
From ’problem solver’ to ‘digital coach’… 7
24%Social media
21%ElectronicMessage
19%SmartphoneApps
12%Phone
24%Web Chat
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FROM ‘PROBLEM SOLVER’ TO ‘DIGITAL COACH’ – WHAT NEEDS TO HAPPEN?
From ’problem solver’ to ‘digital coach’… 8
Reward the contact centre for “business
outcomes” not “operational inputs”
Let your advisors drive customer
experience
Use analytics tore-design omni-
channel journeys
Invest in your advisors and train
them to be fluent in your online services
and applications
4321
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Copyright © 2015 Tous droits réservés From ’problem solver’ to ‘digital coach’… 9
WHAT WOULD A GREAT CUSTOMER EXPERIENCE FEEL LIKE?
I’ve now gota better way
to sort this next time
That was better than I
expectedMy problem got easily resolved
today
