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Want to Redesign Your Contact Centre Offer to a Multi Channel Offer Donna Middleton

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Want to Redesign Your Contact Centre Offer to a Multi Channel Offer Donna Middleton Director of Customer Experience Home Group LTD. The Vision. C U S T O M E R S. Range of Access Channels. Enabling Technology. Skilled & Knowledgeable team. Fast and Convenient.

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Presentation Transcript
slide1

Want to Redesign Your Contact Centre Offer to a Multi Channel Offer

Donna Middleton

Director of Customer Experience

Home Group LTD

the vision
The Vision

C

U

S

T

O

M

E

R

S

Range of Access Channels

Enabling Technology

Skilled & Knowledgeable team

Fast and Convenient

Single Point of Contact

Real time perf’ management

Standardised Processes

Customer Choice

Information into Intelligence

One and Done

Consistent Service

Deliberate Experience

Service Excellence

SERV

I

CE

DE

L

I

VERY

Customer and Client

Service Centre

Front Office

Satellite offices providing face to face access

Front line teams with enabling technology to provide at home service

customer promise
Customer Promise
  • Easy to do business with: offering choice and flexibility, building sustainable relationships and communities
  • The service will deliver greater consistency and customer service excellence with skilled and knowledgeable customer services staff supported by standardized processes and enabling technology e.g. Knowledge tool and CRM to achieve high levels of customer fulfillment at first point of contact.
  • The channel strategy supports the delivery of knowledge through improving knowledge and ensuring the customer is sign posted to the right channel and or person with the right skills to resolve their enquiry at the earliest point of self serve
  • The “Art of Conversation” Curiosity – Invest in the conversation and recognize and reward the customer insight your front line agents bring to the party.
slide5

www

www

Technical Architecture-supporting the customer journey

Multi Channel Customer Interaction

Mail

Social

Web/mobile apps

Live Web

Knowledge

Call Track

integration with

third-party

systems

E-Mail

Communities

Chat

Phone

Search

Browse

Search

Search

Browse

Phone

FAQ

FAQ

Co-Browse

Letter

Forums

Guided Help

Guided Help

Fax

Offer

Call Tracking

CTI

Social

Networks

Web chat

Adapters

SMS

DATA

Service Management Platform

CONTENT

Unified

Desktop

Workflows

Business Components

Knowledge Base

Case Records

Analytics

the desired outcomes
The desired outcomes
  • Real time data and analysis across

multiple systems (One view)

  • Drill down to manage by exception

(Operational efficiency)

the desired outcomes1
The desired outcomes
  • Actions can be taken immediately

and close to the event/issue

(Responsive/flexible)

  • Insight capability across all channels,

phone, email, chat, agent knowledge,

web knowledge, SMS and mobile

(Identify Big ticket Items)

  • Home group will see, act and focus

on high impact customer service drivers

(Improved RCA- Treat cause not the symptom)

the customer journey low effort
The Customer Journey- Low Effort
  • I need to know
  • I need to do
  • I need to fix
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