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Metrics as a Competitive Advantage. Genesys Strategic Planning Series CRM Exchange – October 2009 Tim Montgomery - The Service Level Group. Tim has honed his expertise by working closely with and advising some of the world’s most recognized service organizations.

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metrics as a competitive advantage

Metrics as a Competitive Advantage

Genesys Strategic Planning Series

CRM Exchange – October 2009

Tim Montgomery - The Service Level Group

slide2

Tim has honed his expertise by working closely with and advising some of the world’s most recognized service organizations

slide4

Measurement Traps

  • Focused on Self
  • Looking Backwards
  • FAITH in Numbers
  • Gaming the Metrics
  • Sticking TOO LongHBR Oct 2009
slide5

Internal Measures Not Connected with the Customer or Competition

Why does the customer care?

slide6

Service Level/ASA

    • Is the door open when promised?
    • How much of my time are you willing to take?
    • Should I begin to look for an alternative?
slide7

Abandon/Answer Rate

    • I’m too busy right now
    • I don’t have tolerance for wasting time
    • I have alternatives
slide8

Too Much Time Spent Analyzing the Score

More Time On the Game Film and Moving Players

slide9

What is Planned?

What do I Have?

What is Down the Road?

…Adjust Based on Future

NOT Past

Svc Level

ASA

Abandon

Adherence

slide10

Measures Put In Place Because Everyone Else Does It

Understand That Size Makes Call Centers Different

slide11

Savings of 2 Agents

Savings of 7 Agents

Savings of 27 Agents

slide12

Measures With Holes That Lead to Excuses

“Wishful Thinking and Denial”

…Beyond the 4 Walls

slide13

GATEWAY - I Built This Company, I Can Save It – Fortune Magazine

Many of these changes hurt more than just morale. They hurt business. For example, one policy put a time limit on customer-service calls; reps who spent more than 13 minutes talking to a customer didn't get their monthly bonuses. As a result, workers began doing just about anything to get customers off the phone: pretending the line wasn't working, hanging up, or often -- at great expense -- sending them new parts or computers. Not surprisingly, Gateway's customer satisfaction rates, once the best in the industry, fell below average. What's more, many customers stopped recommending Gateway to their friends and families; Gateway's referral business -- once 50% of total sales -- fell to about 30%

slide14

Comparing Apples to Watermelons and the resulting AVERAGE

Give leaders the tools to COACH the solution

slide15

79%

89%

slide16

Herb Kelleher On Coaching… You don't have time to do anything else until you accomplish that; focus all of your time and then the rest of it will fall into place and be easy.

slide19

Survey Says…

  • We’re understaffed
  • Can’t pay enough
  • Reps don’t care
  • Other departments
  • Our systems
  • Senior management
can t afford to pay them enough
Can’t afford to pay them enough?

Focus On Culture - Buy The Book...

slide22

Adherence

Talk Time

Attitude

FCR

Sick

Bathroom Time

Hold Time

Recommendations

Wrap Time

Accuracy

slide26

Customer Service

Vs.

Customer Experience

  • Survey Says…
  • We’re understaffed
  • Can’t pay enough
  • Reps don’t care
  • Other departments
  • Our systems
  • Senior management
metrics as an advantage
Metrics As An Advantage

They Target NO Service

slide29

For your consideration

  • Diet and Exercise
  • Focus on WHAM
  • Outside the fishbowl
  • Inside the box
  • Your frothing line
  • Invest in YOU
slide31

Well

Hear

Alter

Modify

genesys performance management and analytics driving the business

Genesys Performance Management and Analytics: Driving the Business

Sue Harkreader, Director Product Management

October 29, 2009

contact center at the service of the business
Contact Center at the Service of the Business
  • Contact Center Leader’s Goal: Make a difference in the business…and prove it.
    • We find that our customers need to speak the language of business, which isn’t usually “queues.”
      • Services successfully offered to our at risk customers
      • Tasks that are overdue
      • Most active product segment
    • Their success measures are evolving to be business results which is more than ASA and AHT.
      • Is this customer going to be a promoter of the business?
      • What was customer effort to resolve their request?
  • Contact Center Leader’s Job: Fix the inevitable problems
    • Consistent message “Do not take my details away,” they are required for root cause.
    • Growing trend to look for outliers that anticipate hitting thresholds.