On target ecommerce
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On Target! eCommerce . By: Michael C. McMillan. The Go-To List!. Clear Processes for Solving Common Problems Continuous Improvement Training Skills Based Routing Live Call Monitoring & Coaching Inter-Agent Chat Workable Agent to Supervisor Ratios Agent Feedback Process. OFF TARGET!!!.

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On Target! eCommerce

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On target ecommerce

On Target!eCommerce

By: Michael C. McMillan


The go to list

The Go-To List!

  • Clear Processes for Solving Common Problems

  • Continuous Improvement Training

  • Skills Based Routing

  • Live Call Monitoring & Coaching

  • Inter-Agent Chat

  • Workable Agent to Supervisor Ratios

  • Agent Feedback Process


Off target

OFF TARGET!!!


On target ecommerce

Contact Center

OPERATIONAL EFFICIENCY

  • Lower Average Handle Time

  • Faster Average Speed To Answer

  • Higher First Interaction Resolution Rates

  • Lower Cost per Interaction

  • And so on…

eCommerce Client


On target ecommerce

What else can a contact center offer the client?!


What we will cover today

What We Will Cover Today


Operational collaboration

OperationalCollaboration


On target ecommerce

Can you help me reduce my call volume?


On target ecommerce

DATA


On target ecommerce

How can we use our data to help our client reduce their call volume?


On target ecommerce

how do our reports and communication lower client call volume?


On target ecommerce

CUSTOMER


On target ecommerce

CUSTOMER


On target ecommerce

CUSTOMER


The go to list1

The Go-To List!

  • Clear Processes for Solving Common Problems

  • Continuous Improvement Training

  • Skills Based Routing

  • Live Call Monitoring & Coaching

  • Inter-Agent Chat

  • Workable Agent to Supervisor Ratios

  • Agent Feedback Process


On target ecommerce

Operational Collaboration

The use of “ALL” data to improve the experience our client’s customer has every time they interact with us.


Sources of all data

Sources Of “ALL” Data

Contact Center

CRM


On target ecommerce

Program Efficiency


How does this help my client

How Does This Help My Client?


Who are our client s customers

Who Are Our Client’s Customers?

Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.


Which of them are social

Which of Them Are Social?

Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.


Which of them are social1

Which of Them Are Social?

Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.


On target ecommerce

Contact Center

CRM


What did we create

What Did We Create?

The Largest Data Source

For

The Largest Spenders of e-Commerce


What does this allow us

What Does This Allow Us?

  • Answer with the caller’s name via ANI lookup

  • Know the customer’s buying habits

  • See customer’s Likes & Dislikes from their Facebook profile

  • Be able to see all past interactions in one place

  • Not force customer to repeat themselves each time they call, email, web chat or interact with us on any other communication channel


What was the result

What Was The Result?


On target ecommerce

An average reduction in AHT of 3 minutes.

Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.


On target ecommerce

A 5% - 10% average reduction in total volume

Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com – royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.


How did this help us

How did this help us?


On target ecommerce

Client

Attrition

Rate!


What to do next

What To Do Next!


First 5 steps to get started

First 5 Steps To Get Started

Speak to your IT team about how to integrate your systems with social media API codes

Have your team prepare a full training program to teach agents how to use the new tools

Review hiring profiles to make sure your team has the ability to support this new style of support

Choose one client to test out the new processes

Speak to your client about what you want to do and get their input and buy in


Pull the trigger

PULL THE TRIGGER!!


Questions

Questions?


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