2. Executive Summary
Awe-Inspiring Experiences are delivered through strong foundations and pillars of
service strategy excellence
Goals and strategies are supported by key foundational steps
Articulated and Internalized Culture
Best Talent
(Right) Technology
Process Management
Data Insights
The strong foundation enables the service strategy to propel the experience
Quality of experience
Cost/Scale/Flexibility
People
Well Managed Environment
3. Awe-Inspiring Experiences begin with a strong foundation and pillars
of strategy excellence
Awe-Inspiring Experiences
Quality
Cost/Scale/
Flex
People
WellManaged
Data Insights
Process Management
Technology
Best Talent
Articulated & Internalized Culture
5. Articulated & Internalized Culture
The single most important
foundational step
Clearly articulated, visible, and
available culture and values
Discussed frequently and
incorporated into performance
management
Allows individuals to exercise
responsible freedom
Attitude is not driven by policies,
it’s driven by culture
Taken during excursion while speaking in China
6. Best Talent
“Make sure get the right people on
the bus, then figure out where to go”
– Good to Great
Acquiring, developing, and rewarding
top talent
Bring in diversity of culture and
thought
Create an engaging learning
environment
Let feedback be your ticket to grow
(personally and business-wise)
My superhero
7. (Right) Technology
Leverage technology to work smarter, more
efficiently, and create scale
Solve for customer touch points in addition to
business needs – find the win/win
Spur collaboration
Think redundancy and disaster recovery is
always possible
Technology is a tool, not the objective
I’m a bit of a nerd, and very fine with that
8. Process Management
Use process to provide direction to
empower others to do great things
Reduce micromanagement
Aligns organization and mitigates those
good intentions that lack vision
Governance and discipline keeps the
organization well managed
Keeps the department Lean
Gaps become clear
Like my risotto, too much process gums it up
9. Data Insights
Percentage of Chart that Resembles Pac-Man
Resembles Pac-Man
Does Not Resemble Pac-Man
Child of the 80’s
It’s all about the insight that leads to action
Use an information based strategy to make
decisions
Provide objective views on what happened, is
happening, and provides confidence in the
future
Avoid analysis paralysis and make data
accessible to the masses
Big or small data, quantitative or qualitative
– collection and categorization is critical
10. Pillars of Service Strategy Excellence
Quality of Experience
Cost / Scale / Flexibility
People
Well Managed Environment
11. Quality of Experience
Best quality cake I ever ordered – courtesy of The Icing on the Cake (Newton, MA)
Customer Centric Metrics
NPS
C-Sat (Customer Satisfaction)
Incident / transaction surveys
Internal quality monitoring
First Contact Resolution
ASA/Abandon rates/Service Levels
12. Cost / Scale / Flexibility
Scale makes all the difference
Cost / Customer or % of Revenue
Cost per channel
Total budget to forecast
% of customers contacting
Dispositioning %’s
Calls/emails/chats/social per productive
hour
Workforce and agent utilization
Volume forecasts
13. People
A round cycle slide because it is a presentation
Associate morale
Associate engagement
FTE attrition
FTE transfers and promotions
Staff to forecast staff
14. Well Managed
We all have a lot of balls in the air. It’s important to know which are rubber or glass
Project portfolio management
Dashboard discipline
Business continuity / Disaster
Recovery readiness
Governance in place (roles and
responsibilities)
Transparency
15. Awe-Inspiring Experiences begins AND ENDS with a strong foundation
and pillars of strategy excellence
Awe-Inspiring Experiences
Quality
Cost/Scale/
Flex
People
WellManaged
Data Insights
Process Management
Technology
Best Talent
Articulated & Internalized Culture
16. Contact Information
Michael Pace
Customer Support & Community Management Executive
Principal of The Pace of Service, LLC (Consultancy)
Twitter: @micpace
LinkedIn & Google+
Blog: http://thepaceofservice.com/
Text SOCSERVICE to 22828 for Mailing List
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