Enviar pesquisa
Carregar
Microsoft Dynamics CRM - Self Service Whitepaper
•
1 gostou
•
570 visualizações
Microsoft Private Cloud
Seguir
Tecnologia
Negócios
Denunciar
Compartilhar
Denunciar
Compartilhar
1 de 8
Baixar agora
Baixar para ler offline
Recomendados
Understanding The Online Customer Experience
Understanding The Online Customer Experience
Tealeaf, an IBM Company
Omni Channel Marketing Conference - Lea Wright
Omni Channel Marketing Conference - Lea Wright
Tony Booth
Understanding your customer market
Understanding your customer market
Dieter Hovorka
Service innovation
Service innovation
Aegis Global Academy
2.6 James Glasspool – Volt Delta
2.6 James Glasspool – Volt Delta
118Tracker Ltd
Redefining the relationship with clients
Redefining the relationship with clients
Celestino Alvarez Martinez
The Online Self-Service Portal Journey
The Online Self-Service Portal Journey
Cognizant
Input 1 Installment Billing
Input 1 Installment Billing
Jeff Grocky
Recomendados
Understanding The Online Customer Experience
Understanding The Online Customer Experience
Tealeaf, an IBM Company
Omni Channel Marketing Conference - Lea Wright
Omni Channel Marketing Conference - Lea Wright
Tony Booth
Understanding your customer market
Understanding your customer market
Dieter Hovorka
Service innovation
Service innovation
Aegis Global Academy
2.6 James Glasspool – Volt Delta
2.6 James Glasspool – Volt Delta
118Tracker Ltd
Redefining the relationship with clients
Redefining the relationship with clients
Celestino Alvarez Martinez
The Online Self-Service Portal Journey
The Online Self-Service Portal Journey
Cognizant
Input 1 Installment Billing
Input 1 Installment Billing
Jeff Grocky
Insurers' six customer care challenges
Insurers' six customer care challenges
WNS Global Services
World Class “Customer Engagement” Practices comes to your doorstep
World Class “Customer Engagement” Practices comes to your doorstep
Aegis Global Academy
Customer Satisfaction. Checkmate.
Customer Satisfaction. Checkmate.
Infosys BPM
Self-service experience principles
Self-service experience principles
Foolproof
Multichannel Customer Journeys
Multichannel Customer Journeys
Contact Centre Management Group
Customer Appointment Management
Customer Appointment Management
Big Fuel
Digitization field-service-operations
Digitization field-service-operations
Ramesh Lakshmanan
Diebold Consulting Branch Transformation Florida Bankers Convention 2012
Diebold Consulting Branch Transformation Florida Bankers Convention 2012
Chris Gill
Chapter 03
Chapter 03
anjixm
Online support 2
Online support 2
Mauricio Rodríguez
DAPFinal10-18
DAPFinal10-18
Karl Roberts
Luxembourg 2019 market pulse survey for insurance
Luxembourg 2019 market pulse survey for insurance
Accenture BeLux
New Economics Of Loyalty Programs
New Economics Of Loyalty Programs
Andrew_Watterson
Customer Experience Makeover: A Practical Approach to Differentiated Service
Customer Experience Makeover: A Practical Approach to Differentiated Service
RightNow Technologies
Zuora Z-Tour in Seattle
Zuora Z-Tour in Seattle
ttzuo
RightNow Brings Social Into The Customer Experience
RightNow Brings Social Into The Customer Experience
RightNow Technologies
Nucleus Research ROI Case Study 2008
Nucleus Research ROI Case Study 2008
RightNow Technologies
I suggest efinancials
I suggest efinancials
TietoNL
Mobile customer-service white-paper
Mobile customer-service white-paper
Happiest Minds Technologies
Self Services Trends
Self Services Trends
Carmelon Digital Marketing
A contact center manager
A contact center manager
ACTIONLINE, HIGH FIDELITY
Multi Level & Self service IVR
Multi Level & Self service IVR
Prashant Tiwari
Mais conteúdo relacionado
Mais procurados
Insurers' six customer care challenges
Insurers' six customer care challenges
WNS Global Services
World Class “Customer Engagement” Practices comes to your doorstep
World Class “Customer Engagement” Practices comes to your doorstep
Aegis Global Academy
Customer Satisfaction. Checkmate.
Customer Satisfaction. Checkmate.
Infosys BPM
Self-service experience principles
Self-service experience principles
Foolproof
Multichannel Customer Journeys
Multichannel Customer Journeys
Contact Centre Management Group
Customer Appointment Management
Customer Appointment Management
Big Fuel
Digitization field-service-operations
Digitization field-service-operations
Ramesh Lakshmanan
Diebold Consulting Branch Transformation Florida Bankers Convention 2012
Diebold Consulting Branch Transformation Florida Bankers Convention 2012
Chris Gill
Chapter 03
Chapter 03
anjixm
Online support 2
Online support 2
Mauricio Rodríguez
DAPFinal10-18
DAPFinal10-18
Karl Roberts
Luxembourg 2019 market pulse survey for insurance
Luxembourg 2019 market pulse survey for insurance
Accenture BeLux
New Economics Of Loyalty Programs
New Economics Of Loyalty Programs
Andrew_Watterson
Customer Experience Makeover: A Practical Approach to Differentiated Service
Customer Experience Makeover: A Practical Approach to Differentiated Service
RightNow Technologies
Zuora Z-Tour in Seattle
Zuora Z-Tour in Seattle
ttzuo
RightNow Brings Social Into The Customer Experience
RightNow Brings Social Into The Customer Experience
RightNow Technologies
Nucleus Research ROI Case Study 2008
Nucleus Research ROI Case Study 2008
RightNow Technologies
I suggest efinancials
I suggest efinancials
TietoNL
Mobile customer-service white-paper
Mobile customer-service white-paper
Happiest Minds Technologies
Mais procurados
(19)
Insurers' six customer care challenges
Insurers' six customer care challenges
World Class “Customer Engagement” Practices comes to your doorstep
World Class “Customer Engagement” Practices comes to your doorstep
Customer Satisfaction. Checkmate.
Customer Satisfaction. Checkmate.
Self-service experience principles
Self-service experience principles
Multichannel Customer Journeys
Multichannel Customer Journeys
Customer Appointment Management
Customer Appointment Management
Digitization field-service-operations
Digitization field-service-operations
Diebold Consulting Branch Transformation Florida Bankers Convention 2012
Diebold Consulting Branch Transformation Florida Bankers Convention 2012
Chapter 03
Chapter 03
Online support 2
Online support 2
DAPFinal10-18
DAPFinal10-18
Luxembourg 2019 market pulse survey for insurance
Luxembourg 2019 market pulse survey for insurance
New Economics Of Loyalty Programs
New Economics Of Loyalty Programs
Customer Experience Makeover: A Practical Approach to Differentiated Service
Customer Experience Makeover: A Practical Approach to Differentiated Service
Zuora Z-Tour in Seattle
Zuora Z-Tour in Seattle
RightNow Brings Social Into The Customer Experience
RightNow Brings Social Into The Customer Experience
Nucleus Research ROI Case Study 2008
Nucleus Research ROI Case Study 2008
I suggest efinancials
I suggest efinancials
Mobile customer-service white-paper
Mobile customer-service white-paper
Semelhante a Microsoft Dynamics CRM - Self Service Whitepaper
Self Services Trends
Self Services Trends
Carmelon Digital Marketing
A contact center manager
A contact center manager
ACTIONLINE, HIGH FIDELITY
Multi Level & Self service IVR
Multi Level & Self service IVR
Prashant Tiwari
Improving Customer Experience with IVR
Improving Customer Experience with IVR
Connect First
How to Rock the Multichannel Call Center with Avaya
How to Rock the Multichannel Call Center with Avaya
Spoken Communications
Making Automation Less Automated and More Caring
Making Automation Less Automated and More Caring
SpeechStorm
Making Automation Feel Less Automated and More Caring
Making Automation Feel Less Automated and More Caring
kevinmarkpearce
Making Automation Feel Less Automated
Making Automation Feel Less Automated
kevinmarkpearce
What Is a Call Center.docx
What Is a Call Center.docx
Call Center
5 Fears of Speech Recogntion
5 Fears of Speech Recogntion
SpeechStorm
Digital Customer Service
Digital Customer Service
Operational Excellence Consulting
All You Need to Know About VoIP Virtual Assistants.pptx
All You Need to Know About VoIP Virtual Assistants.pptx
Bankai Group
Proactive Customer Service
Proactive Customer Service
RightNow Technologies
NextTen Voice of Customer and Beyond...
NextTen Voice of Customer and Beyond...
LucieColt
Installment billbookletdigital
Installment billbookletdigital
Eric Gasbarro
Installment Bill Booklet
Installment Bill Booklet
Eric Gasbarro
Transforming Customer Engagement in Utilities
Transforming Customer Engagement in Utilities
RNayak3
The advantages and disadvantages of auto dialer software
The advantages and disadvantages of auto dialer software
LeadsRain
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONS
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONS
ayodahunsi
IBP_Whitepaper_Best practice in Self Service
IBP_Whitepaper_Best practice in Self Service
Iskander Business Partner GmbH
Semelhante a Microsoft Dynamics CRM - Self Service Whitepaper
(20)
Self Services Trends
Self Services Trends
A contact center manager
A contact center manager
Multi Level & Self service IVR
Multi Level & Self service IVR
Improving Customer Experience with IVR
Improving Customer Experience with IVR
How to Rock the Multichannel Call Center with Avaya
How to Rock the Multichannel Call Center with Avaya
Making Automation Less Automated and More Caring
Making Automation Less Automated and More Caring
Making Automation Feel Less Automated and More Caring
Making Automation Feel Less Automated and More Caring
Making Automation Feel Less Automated
Making Automation Feel Less Automated
What Is a Call Center.docx
What Is a Call Center.docx
5 Fears of Speech Recogntion
5 Fears of Speech Recogntion
Digital Customer Service
Digital Customer Service
All You Need to Know About VoIP Virtual Assistants.pptx
All You Need to Know About VoIP Virtual Assistants.pptx
Proactive Customer Service
Proactive Customer Service
NextTen Voice of Customer and Beyond...
NextTen Voice of Customer and Beyond...
Installment billbookletdigital
Installment billbookletdigital
Installment Bill Booklet
Installment Bill Booklet
Transforming Customer Engagement in Utilities
Transforming Customer Engagement in Utilities
The advantages and disadvantages of auto dialer software
The advantages and disadvantages of auto dialer software
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONS
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONS
IBP_Whitepaper_Best practice in Self Service
IBP_Whitepaper_Best practice in Self Service
Mais de Microsoft Private Cloud
Hyper-V improves appliance manufacturer’s productivity
Hyper-V improves appliance manufacturer’s productivity
Microsoft Private Cloud
AcXess saves U.S.$5 million in hardware with Hyper V
AcXess saves U.S.$5 million in hardware with Hyper V
Microsoft Private Cloud
Microsoft at No. 1 Spot In Customer Satisfaction Audit - Data Quest
Microsoft at No. 1 Spot In Customer Satisfaction Audit - Data Quest
Microsoft Private Cloud
Cloud Computing Myth Busters - Know the Cloud
Cloud Computing Myth Busters - Know the Cloud
Microsoft Private Cloud
Economics of the Cloud - A Report Based On CFO Survey
Economics of the Cloud - A Report Based On CFO Survey
Microsoft Private Cloud
Assess The Economics Of The Cloud By Using In Depth Modeling
Assess The Economics Of The Cloud By Using In Depth Modeling
Microsoft Private Cloud
A Guide To Finding Your Cloud Power
A Guide To Finding Your Cloud Power
Microsoft Private Cloud
TicTacTi Advertising Improves by 400% by Adopting to Cloud Computing Case Study
TicTacTi Advertising Improves by 400% by Adopting to Cloud Computing Case Study
Microsoft Private Cloud
REEDS Jeweller Moves to Online Services to Boost Productivity and Cut Costs b...
REEDS Jeweller Moves to Online Services to Boost Productivity and Cut Costs b...
Microsoft Private Cloud
Godiva Chocolatier Saves $250,000 Annually by Moving Email to Cloud Case Study
Godiva Chocolatier Saves $250,000 Annually by Moving Email to Cloud Case Study
Microsoft Private Cloud
Aviva Insurance Enhanced its Global Communication and Collaboration with Micr...
Aviva Insurance Enhanced its Global Communication and Collaboration with Micr...
Microsoft Private Cloud
Microsoft Windows Server 2008 R2 - Upgrading from Windows 2000 to Server 2008...
Microsoft Windows Server 2008 R2 - Upgrading from Windows 2000 to Server 2008...
Microsoft Private Cloud
Simplify Your IT Management with Microsoft SharePoint Online: Whitepaper
Simplify Your IT Management with Microsoft SharePoint Online: Whitepaper
Microsoft Private Cloud
Engage Customers through Real Time Meetings with Microsoft Office Live Meetin...
Engage Customers through Real Time Meetings with Microsoft Office Live Meetin...
Microsoft Private Cloud
Get Instant Messaging and Presence Functionality with Microsoft Office Commun...
Get Instant Messaging and Presence Functionality with Microsoft Office Commun...
Microsoft Private Cloud
Deployment Guide for Business Productivity Online Standard Suite: Whitepaper
Deployment Guide for Business Productivity Online Standard Suite: Whitepaper
Microsoft Private Cloud
Communicate Easily with Others in Different Locations with Microsoft Office C...
Communicate Easily with Others in Different Locations with Microsoft Office C...
Microsoft Private Cloud
Introduction to Microsoft SharePoint Online Capabilities, Security, Deploymen...
Introduction to Microsoft SharePoint Online Capabilities, Security, Deploymen...
Microsoft Private Cloud
Cloud Based Communications Solutions from Microsoft
Cloud Based Communications Solutions from Microsoft
Microsoft Private Cloud
Reduce Capital & Operational Expenses with Business Productivity Online Suite
Reduce Capital & Operational Expenses with Business Productivity Online Suite
Microsoft Private Cloud
Mais de Microsoft Private Cloud
(20)
Hyper-V improves appliance manufacturer’s productivity
Hyper-V improves appliance manufacturer’s productivity
AcXess saves U.S.$5 million in hardware with Hyper V
AcXess saves U.S.$5 million in hardware with Hyper V
Microsoft at No. 1 Spot In Customer Satisfaction Audit - Data Quest
Microsoft at No. 1 Spot In Customer Satisfaction Audit - Data Quest
Cloud Computing Myth Busters - Know the Cloud
Cloud Computing Myth Busters - Know the Cloud
Economics of the Cloud - A Report Based On CFO Survey
Economics of the Cloud - A Report Based On CFO Survey
Assess The Economics Of The Cloud By Using In Depth Modeling
Assess The Economics Of The Cloud By Using In Depth Modeling
A Guide To Finding Your Cloud Power
A Guide To Finding Your Cloud Power
TicTacTi Advertising Improves by 400% by Adopting to Cloud Computing Case Study
TicTacTi Advertising Improves by 400% by Adopting to Cloud Computing Case Study
REEDS Jeweller Moves to Online Services to Boost Productivity and Cut Costs b...
REEDS Jeweller Moves to Online Services to Boost Productivity and Cut Costs b...
Godiva Chocolatier Saves $250,000 Annually by Moving Email to Cloud Case Study
Godiva Chocolatier Saves $250,000 Annually by Moving Email to Cloud Case Study
Aviva Insurance Enhanced its Global Communication and Collaboration with Micr...
Aviva Insurance Enhanced its Global Communication and Collaboration with Micr...
Microsoft Windows Server 2008 R2 - Upgrading from Windows 2000 to Server 2008...
Microsoft Windows Server 2008 R2 - Upgrading from Windows 2000 to Server 2008...
Simplify Your IT Management with Microsoft SharePoint Online: Whitepaper
Simplify Your IT Management with Microsoft SharePoint Online: Whitepaper
Engage Customers through Real Time Meetings with Microsoft Office Live Meetin...
Engage Customers through Real Time Meetings with Microsoft Office Live Meetin...
Get Instant Messaging and Presence Functionality with Microsoft Office Commun...
Get Instant Messaging and Presence Functionality with Microsoft Office Commun...
Deployment Guide for Business Productivity Online Standard Suite: Whitepaper
Deployment Guide for Business Productivity Online Standard Suite: Whitepaper
Communicate Easily with Others in Different Locations with Microsoft Office C...
Communicate Easily with Others in Different Locations with Microsoft Office C...
Introduction to Microsoft SharePoint Online Capabilities, Security, Deploymen...
Introduction to Microsoft SharePoint Online Capabilities, Security, Deploymen...
Cloud Based Communications Solutions from Microsoft
Cloud Based Communications Solutions from Microsoft
Reduce Capital & Operational Expenses with Business Productivity Online Suite
Reduce Capital & Operational Expenses with Business Productivity Online Suite
Último
Exploring Multimodal Embeddings with Milvus
Exploring Multimodal Embeddings with Milvus
Zilliz
"I see eyes in my soup": How Delivery Hero implemented the safety system for ...
"I see eyes in my soup": How Delivery Hero implemented the safety system for ...
Zilliz
Boost Fertility New Invention Ups Success Rates.pdf
Boost Fertility New Invention Ups Success Rates.pdf
sudhanshuwaghmare1
WSO2's API Vision: Unifying Control, Empowering Developers
WSO2's API Vision: Unifying Control, Empowering Developers
WSO2
Navigating the Deluge_ Dubai Floods and the Resilience of Dubai International...
Navigating the Deluge_ Dubai Floods and the Resilience of Dubai International...
Orbitshub
Corporate and higher education May webinar.pptx
Corporate and higher education May webinar.pptx
Rustici Software
Elevate Developer Efficiency & build GenAI Application with Amazon Q
Elevate Developer Efficiency & build GenAI Application with Amazon Q
Bhuvaneswari Subramani
How to Troubleshoot Apps for the Modern Connected Worker
How to Troubleshoot Apps for the Modern Connected Worker
ThousandEyes
MINDCTI Revenue Release Quarter One 2024
MINDCTI Revenue Release Quarter One 2024
MIND CTI
Repurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost Saving
Repurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost Saving
Edi Saputra
Biography Of Angeliki Cooney | Senior Vice President Life Sciences | Albany, ...
Biography Of Angeliki Cooney | Senior Vice President Life Sciences | Albany, ...
Angeliki Cooney
Polkadot JAM Slides - Token2049 - By Dr. Gavin Wood
Polkadot JAM Slides - Token2049 - By Dr. Gavin Wood
Juan lago vázquez
DBX First Quarter 2024 Investor Presentation
DBX First Quarter 2024 Investor Presentation
Dropbox
Rising Above_ Dubai Floods and the Fortitude of Dubai International Airport.pdf
Rising Above_ Dubai Floods and the Fortitude of Dubai International Airport.pdf
Orbitshub
MS Copilot expands with MS Graph connectors
MS Copilot expands with MS Graph connectors
Nanddeep Nachan
Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...
Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...
Jeffrey Haguewood
Finding Java's Hidden Performance Traps @ DevoxxUK 2024
Finding Java's Hidden Performance Traps @ DevoxxUK 2024
Victor Rentea
Modular Monolith - a Practical Alternative to Microservices @ Devoxx UK 2024
Modular Monolith - a Practical Alternative to Microservices @ Devoxx UK 2024
Victor Rentea
EMPOWERMENT TECHNOLOGY GRADE 11 QUARTER 2 REVIEWER
EMPOWERMENT TECHNOLOGY GRADE 11 QUARTER 2 REVIEWER
MadyBayot
Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff
Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff
sammart93
Último
(20)
Exploring Multimodal Embeddings with Milvus
Exploring Multimodal Embeddings with Milvus
"I see eyes in my soup": How Delivery Hero implemented the safety system for ...
"I see eyes in my soup": How Delivery Hero implemented the safety system for ...
Boost Fertility New Invention Ups Success Rates.pdf
Boost Fertility New Invention Ups Success Rates.pdf
WSO2's API Vision: Unifying Control, Empowering Developers
WSO2's API Vision: Unifying Control, Empowering Developers
Navigating the Deluge_ Dubai Floods and the Resilience of Dubai International...
Navigating the Deluge_ Dubai Floods and the Resilience of Dubai International...
Corporate and higher education May webinar.pptx
Corporate and higher education May webinar.pptx
Elevate Developer Efficiency & build GenAI Application with Amazon Q
Elevate Developer Efficiency & build GenAI Application with Amazon Q
How to Troubleshoot Apps for the Modern Connected Worker
How to Troubleshoot Apps for the Modern Connected Worker
MINDCTI Revenue Release Quarter One 2024
MINDCTI Revenue Release Quarter One 2024
Repurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost Saving
Repurposing LNG terminals for Hydrogen Ammonia: Feasibility and Cost Saving
Biography Of Angeliki Cooney | Senior Vice President Life Sciences | Albany, ...
Biography Of Angeliki Cooney | Senior Vice President Life Sciences | Albany, ...
Polkadot JAM Slides - Token2049 - By Dr. Gavin Wood
Polkadot JAM Slides - Token2049 - By Dr. Gavin Wood
DBX First Quarter 2024 Investor Presentation
DBX First Quarter 2024 Investor Presentation
Rising Above_ Dubai Floods and the Fortitude of Dubai International Airport.pdf
Rising Above_ Dubai Floods and the Fortitude of Dubai International Airport.pdf
MS Copilot expands with MS Graph connectors
MS Copilot expands with MS Graph connectors
Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...
Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...
Finding Java's Hidden Performance Traps @ DevoxxUK 2024
Finding Java's Hidden Performance Traps @ DevoxxUK 2024
Modular Monolith - a Practical Alternative to Microservices @ Devoxx UK 2024
Modular Monolith - a Practical Alternative to Microservices @ Devoxx UK 2024
EMPOWERMENT TECHNOLOGY GRADE 11 QUARTER 2 REVIEWER
EMPOWERMENT TECHNOLOGY GRADE 11 QUARTER 2 REVIEWER
Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff
Strategize a Smooth Tenant-to-tenant Migration and Copilot Takeoff
Microsoft Dynamics CRM - Self Service Whitepaper
1.
Self-Service: Putting Customers
First Makes You a Winner Sponsored by
2.
Self-Service: Putting Customers
First Makes You a Winner Senior executives, call center leaders and IT and operations managers are now paying a great deal of attention to self-service applications because of their ability to drive enterprise and call center effectiveness. Investments in self-service technologies have skyrocketed during the past two years, as companies large and small have built or enhanced their Web and Interactive Voice Response (IVR) self-service applications. More than one company has recently contacted me to ask for assistance in building a zero-footprint call center. This is an interesting concept where an organization uses self-service automation to replace live agents. While the overall value of zero-footprint service centers is debatable, the need to reduce operating expenses is clear. Enterprises are looking for ways to cut costs. Self-service applications are a proven method for achieving this essential corporate goal. A well executed self- service strategy that prioritizes customer needs can enhance the customer experience and speed problem resolution and order placement while reducing costs. Web and IVR self-service applications are essential for most call centers. Leading call centers use self-service applications to handle anywhere from 20% to 90% of customer service interactions. (The percentage varies by call center purpose and geography.) As the demand for customer service continues to grow, self-service is not an option but a necessity. Business and Call Center Trends Driving Automation Four business trends are driving companies to invest in self-service automation to eliminate or minimize the need to employ live agents to assist customers. These trends are: 1. The need to reduce call center operating expenses in order to improve the company’s margins and bottom line 2. The desire to automate as many servicing tasks as possible prior to moving call center activities offshore 3. Existing self-service applications are reaching their end-of-life and are in need of replacement; in some situations it is less expensive to replace a solution than to continue to maintain an old platform 4. The current generation of self-service Web and voice portal technologies and solutions can deliver high-value applications not previously available © 2009 DMG Consulting LLC -1- April 2009 All rights reserved.
3.
Self-Service: Putting Customers
First Makes You a Winner Five additional call center departmental trends are pushing even the most quality-conscious managers to consider using self-service to eliminate or dramatically reduce their need for live agents. These call center trends include: 1. Pressure to improve departmental productivity 2. The ongoing agent attrition problem 3. The challenge of finding qualified agents 4. Increasing cost of agents 5. Poor service quality and bad public relations associated with offshore outsourcers While all of these enterprise and call center-centric issues need to be addressed, there are offsetting factors and situations that require executives and call center managers to maintain some live agent support. At the highest level, a customer- centric organization must use service as a strategic differentiator throughout the customer life cycle. Live agents with appropriate skills are uniquely capable of leveraging a service call to sell more products, retain customers and build loyalty. Enterprises must find the right balance between live service and automated self- service. It is absolutely more costly to have a live agent handle a call than to automate the interaction via the Web or on an IVR, easily 300% to 500% more expensive. A typical Web self-service transaction costs less than $0.25 and an inbound IVR transaction less than $0.40, versus $5 to $7 for a call. However, in most situations, it is much more costly for a company to lose a customer than to use a live agent to respond to inquiries that require the human touch. Unfortunately, many companies are repeating an industry-wide mistake from back in the early 1980s, when IVR systems were first introduced. At that time, many managers believed that if customers were forced into an IVR they would readily use it. These companies neglected to ask their customers what they would like to do in the IVR and, even worse, didn’t allow them to choose how they wanted to be served. Instead, they channeled all customers into the IVR and all too frequently did not give them a way out. This led to a lot of very unhappy customers and, consequently, lost business. The industry should have learned its lesson about forcing customers to use self- service applications, but current financial pressures to reduce call center and overall customer service expenses are leading too many companies to make this © 2009 DMG Consulting LLC -2- April 2009 All rights reserved.
4.
Self-Service: Putting Customers
First Makes You a Winner same mistake again. Fortunately, customers now have recourse. Unless they are captive to the provider (which happens when there is a monopoly, such as a utility), customers can defect to another company. But now they can also inform other customers of the poor service the company is providing. Using a variety of community forums, such as bulletin boards, blogs, complaint sites (e.g., complaints.com, Aircomplane.com, Measuredup.com), MSN’s Consumer Action Forum, and many other social networking tools (e.g., Yahoo! Answers, Facebook, MySpace, Ning, Epinions), they can share their experiences with other consumers. Companies like Dell, Sprint, Comcast and AOL, by not taking notice and failing to listen to their customers, have ended up in an industry “hall of shame,” where their poor service is widely publicized on the Web and in news reports. Finding the Right Balance between Self-Service and Live Agent Support The new generation of self-service applications for the Web and IVR is excellent. Many of these tools are easy to use and enable enterprises to build systems to address a wide variety of customer issues. (These solutions are available on a licensed, hosted or managed service basis.) Web self-service environments can automate most activities that previously required agent assistance, from basic informational questions, to transactional matters, such as opening a trouble ticket and scheduling a service visit, or configuring and placing an order for a sophisticated system. In most cases, the only issue remaining for customer self- service on the Web is security, and even that can be addressed today. See Figure 1. © 2009 DMG Consulting LLC -3- April 2009 All rights reserved.
5.
Self-Service: Putting Customers
First Makes You a Winner Figure 1: The Benefits of Self-Service Touch-Tone Speech- Web Self- IVR Enabled IVR Service Productivity Productivity Productivity Improvements Improvements Improvements Revenue Revenue Generation Generation Outstanding Outstanding Customer Customer Experience Experience Branding Branding Complex BENEFITS Activities Source: DMG Consulting LLC, April 2009 IVRs present their own set of challenges. While speech-enabled IVRs are much friendlier than touch-tone-based systems, they do not have the cognitive capabilities of live agents. Activities that do not require decision-making – balance inquiries, order status requests, changes of address, credit requests, initiating trouble tickets, password resets, etc. – can be easily handled on an IVR. (Again, the security issue must be addressed.) However, there are functions and situations that require human assistance, such as when the wrong amount is taken out of a person’s account, or there is a misunderstanding involving a number of departments in a company. Customers may want the reassurance of speaking to an agent, as is often the case when a complicated order or fraud report is involved. At times, enterprises benefit from having a live agent handle a call instead of a self-service application, even if it costs more. These include instances where an agent could convert the call from an expensive customer service transaction into a profitable incremental sale. Or, an agent may be able to convince a customer who is about to close their account to remain with the company. Enterprises should use analytical solutions to critique all calls and identify inquiry types that © 2009 DMG Consulting LLC -4- April 2009 All rights reserved.
6.
Self-Service: Putting Customers
First Makes You a Winner are most likely to be highly profitable sales or retention opportunities. These calls should be made available to live agents, if possible. (Keep in mind that some callers really prefer self-service and would be frustrated and angry if they initiated a self-service transaction and were sent to a live agent instead.) Empowering the Customer with Choice Increases Automation Rates Customer demographics are changing, and enterprises need to give their customers what they want. Generation Y, or ‘Millennials,’ believe that self-service is a right, not an option. These individuals have grown up with PCs, PDAs and WAP-enabled mobile phones. A large percentage of this audience prefers self- service and will place a call only when they can’t achieve the desired results with a self-service application. It’s important to allow customers to select their channel of choice, but keep in mind that the preferred channel will change based on customer whim. It’s also essential to allow customers to move easily from one channel to another. So, if a customer starts off on a website and can’t find the information they need via FAQ, knowledge base or search, make it easy for them to transfer to a live agent. Even better, place them in the call queue based on the time they entered the website. This will show customers that you value their time, and encourages them to return to the website, even if they didn’t find what they needed the first time. Blame the Company for Bad Customer Service We all hear about bad customer service experiences, an increasing number of which involve poorly implemented self-service IVRs. In most cases today, the technology is not at fault. The underlying voice portal solutions that power these environments are excellent and flexible. Unfortunately, however, they are too frequently used for transactions that should never have been put on an IVR in the first place, or the automated systems are poorly scripted and seemingly designed to frustrate customers. Enterprise management is clearly to blame for poor self- service solutions. Customers should do everything they can to make their opinions known, as this is likely to be one of the only ways to get these problems fixed. (Consider the Dell situation – the backlash against their poor service was so strong that it hurt their bottom line, and Michael Dell returned to manage the company.) Companies that lose sight of their customers’ servicing needs are placing too much emphasis on short-term cost reductions, while sacrificing the long-term value of their customer relationships. © 2009 DMG Consulting LLC -5- April 2009 All rights reserved.
7.
Self-Service: Putting Customers
First Makes You a Winner Determining What to Automate via Self-Service When identifying self-service automation opportunities, the guiding principle is to look for interactions that do not require human cognitive and decision-making capabilities to complete. The best way to find these activities is to ask your agents. Even if you already have a website and speech-enabled IVR that are handling a large number of customer inquiries, new activities and transactions can likely be added to your self-service, particularly as innovation keeps improving the capabilities of these applications. But keep in mind that a website offers many more opportunities for self-service than an IVR. Ultimately, no matter how many self-service choices you offer, customers should always have the option to select which channels they want to use and to easily move between them. © 2009 DMG Consulting LLC -6- April 2009 All rights reserved.
8.
Self-Service: Putting Customers
First Makes You a Winner About Microsoft Dynamics CRM Microsoft Dynamics CRM is a full customer relationship management (CRM) suite with marketing, sales, and service capabilities that are fast, familiar, and flexible, helping businesses of all sizes to find, win, and grow profitable customer relationships. Delivered through a network of channel partners providing specialized services, Microsoft Dynamics CRM works with familiar Microsoft® products to streamline processes across an entire business. For more information about Microsoft Dynamics CRM, visit: http://crm.dynamics.com/. Accelerate your Business Accelerate your business with flexible solutions that fit your business today while you plan and grow for tomorrow. The CRM Accelerators provide you with customizations that expand the capabilities of your Microsoft Dynamics CRM implementation without the time and expense of custom development or additional software acquisitions. For example, the eService CRM Accelerator enables web self-service environments to automate many routine business activities, from basic customer inquiries to the scheduling of services that previously required the assistance of agents. To download Microsoft Dynamics CRM Accelerators, visit the CRM Accelerator Web site: http://www.codeplex.com/crmaccelerators. About Microsoft Founded in 1975, Microsoft (NASDAQ “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realize their full potential. About the Author Donna Fluss is the founder and president of DMG Consulting LLC, the leading provider of contact center and analytics research, market analysis and consulting. She is the author of The Real- Time Contact Center, the 2008 Contact Center Executive and Management Briefing, and many other leading industry reports on contact center hosting, speech analytics, performance management, workforce management, surveying and analytics, and quality management/liability recording. Contact Donna at donna.fluss@dmgconsult.com. © 2009 DMG Consulting LLC -7- April 2009 All rights reserved.
Baixar agora