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​Understanding your customer’s journey delivers productivity paybacks - Netcall - ContactCenterWorld.com Blog

​Understanding your customer’s journey delivers productivity paybacks

When you walk a mile in your customer’s shoes you will rapidly see where and how you demand high levels of effort from them.

Making it easy for customers will ensure you keep them. In fact 94% of customers who have a low-effort service experience will buy from that same company again. (CEB)

How you map the journeys, whether on a flipchart, using post-its or with a sophisticated application, is immaterial. What will make a material difference to the way you view processes, will be if you:

  • Dream big and agree your end goal
  • Clearly define the specific customer service you want to resolve
  • Then borrow from Olympic sporting success, and ask just one question; will this new idea/ action/decision get us closer to our goal?
    • Even if it’s a useful idea, if it doesn’t add value to this situation discard it
  • Consider each relevant journey and ensure that every step in those interactions is mapped.

‘Define all touch points, workflows, bottlenecks and any delays, and consider if both the number of interactions and the requirements of each contact are fit for purpose’ Gartner.

Mapping redundant processes is an inefficient use of everyone’s time. Your revised journey path will eliminate unnecessary or wasted steps. Prioritise important stages and investigate smarter options, self-service or automations to reduce effort. (For tips on lean, perhaps see ‘Lean for Dummies’)

Investigate and honestly consider:

  1. Where do your internal silos impact your customer experience?
  2. When and how are your customers better informed than your agents? Look for knowledge gaps which mean customer requests force your agents to ask for help, and find ways to update their knowledge
  3. How do you involve your stakeholders and, in particular, your agents? Centres that collaborate with their agents have a greater chance of achieving long term productivity goals
  4. What internal ‘political’ barriers stand in the path of success? Consider which are crucial to your plans and harness support from other stakeholders to overcome the hurdles
  5. Ask your project team to identify quick wins that will convince and encourage the wider team and plot your steps to success.

We recommend you avoid:

  1. Extensive system changes which will typically overwhelm the team, unless of course your actions have delivered breakthrough simplification
  2. Sole reliance on business analysts. Instead support them to make contributions to the team dynamic
  3. Launching an untested plan. Deadlines often mean changes are rushed through. Testing, if the system is in the “best interests of the customer”, will support improved agent performance.

What's bad (in your processes) for customers is bad for agents

Making it easy, and improving productivity.
The business of mapping may get in the way of the purpose, which is to resolve a customer query first time.

Focus, focus, focus.
In each process step you design you may find it helpful to:

  • Focus on providing the capability for the agent to handle the task in the first instance
  • Have a clear step-by-step understanding of each process
  • Enable agents to ask the right questions to get correct information specific to the task
  • Empower your agents to reach resolution, with information or with the ability to satisfy complaints
  • Enable agents to finalise routine back-office processes
  • Avoid irrelevant questions in any work process, however tempting, unless you can prove the value.

These are significant business benefits to getting it ‘right’. Customers demonstrate improved first contact resolution, reduced average handling time together with consistent performance quality.

The greater reward, however, is in the easier end-to-end management of every customer interaction. It enables you to move from multichannel/multimodal to omnichannel. Improved customer loyalty and retention coupled with a decrease in complaints will be the signal that you have moved from a transactional customer experience to customer lifetime management.

Read how Honeywell Analytics improved efficiencies and increased throughput fivefold with Eden.

Source: http://www.netcall.com/blog/understanding-your-customers-journey-delivers-productivity-paybacks

Publish Date: August 8, 2016 5:00 AM

 1

2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

4.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

5.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

6.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

7.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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