the top five strategies to service the contact centre ... · 3/2/2017 · the top five strategies...
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The Top Five Strategies to Service the Contact Centre Customer of the Future
Arceeb Moughal – Director of Commercial, KuraOonagh McBride – Head of Inisoft, Inisoft
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Our Research
• “Always On”
• The Evolution of Technology
• The Role of the Adviser
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Key Challenges
Increasing customer self service
Reducing customer effort (process simplification)
Maximising new channels like social
media
Improving quality
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• Lead from the top down
• Personal, empathetic and complex problem solving
• Setting-up people for success
• Measuring performance
• Be proactive, seize opportunities
The Top Five Strategies
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Personal, Empathetic and Complex Problem Solving
60% stated a future adviser should be able to handle complex interactions and 52% said they should have emotional intelligence and empathy.
81% of members surveyed said customers are looking for greater personalisation.
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Setting-Up People for Success
Yet, 33% stated their advisers have a skills gap.
75% stated sufficient training
is given to advisers.
The number one skill for the future is the ability to handle multi-channel interactions.
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Measuring Performance
Their biggest customer service challenge was reducing
customer effort
...yet only 8% are actively measuring this
AHT is the third most usedmetric in a contact centre
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Be Proactive, Seize Opportunities
To be proactive you need…
However, 71% reported poor or outdated systems as a key barrier.
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Lead From The Top Down
Investment must clearly demonstrate it will improve customer satisfaction.
Board level buy—in will be granted if it can be supported from existing budgets.
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What Does All This Mean?
• A learning environment
• Measure the right things
• Give people the right tools
• Show me the money
• Get personal with your customer
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Who are we?
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Why we’re in Business
Our Vision:
“To be recognised across allorganisations as unrivalled
in developing people”
Our Philosophy:
“To help people be thebest they can be”
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Contact Us
For more information on our services or to get your hands on a copy of this latest research, contact us at:
Email: [email protected] Email: [email protected]: www.wearekura.com Web: www.inisoft.com
@wearekura @InisoftLtd
Kura (CS) Ltd Inisoft Ltd
Thank You