Customer service centers are always looking for ways to dramatically increase agent productivity while reducing the cost per interaction. While the idea of multi-channel customer service is nothing new, doing it correctly has been an ongoing challenge for many companies. In this complimentary webinar, we covered how to leverage best-in-class communication channels (knowledge, email and chat) within Dynamics CRM, including: • Maximize knowledge management for both assisted and self-service channels to drive first contact resolution •Increase agent productivity via multi-channel, blended agents and supervisors •Leverage agent productivity tools to drive superior customer and agent experiences •Help agents work smarter with more efficient workspaces

1. 5 TIPS FOR PRODUCTIVE MULTI-CHANNEL
CUSTOMER SERVICE
• Thank you for joining us. We will begin promptly at 8am
PT / 11am ET. The line will be silent until we begin.
• Audio is broadcasted through your computer (dial-in
option also available).
• Please use the Chat Panel for any questions.
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PROPRIETARY &
CONFIDENTIAL

2. 5 TIPS FOR PRODUCTIVE
MULTI-CHANNEL
CUSTOMER SERVICE
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3. AGENDA
• Importance of the Customer Experience
• The Five Tips:
1
Feed Your Knowledgebase
2
Right Channel Your Customers
3
Let Your Customer Choose (Sort Of)
4
Maximize First Contact Resolution
5
Create Great Agent Workspaces
• Measuring Your Success
• Conclusion
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4. IMPORTANCE OF THE CUSTOMER
EXPERIENCE
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5. BETTER CUSTOMER EXPERIENCES
DRIVE REVENUE
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6. BETTER CUSTOMER EXPERIENCES
CUT COSTS
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7. CUSTOMERS EXPECT YOU
TO RESPOND ON SOCIAL
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8. IMPROVE THE CUSTOMER JOURNEY
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9. FEED YOUR KNOWLEDGEBASE
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10. TIP 1:
FEED YOUR KNOWLEDGEBASE
• Focus on Dynamic Content
• 80/20 rule applies
• 80% of questions are answered by 20% of your content
• Outline workflow specifically around mission-critical, high
volume content
• e.g. New policies affecting customers, product recalls, new
products
• Find the balance between perfect and timely content
• Develop a workflow to drive continuous improvement
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PROPRIETARY &
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11. BUILD IT TOGETHER
• Embrace social interactions & collaborative tools
• Collaborate, Collaborate, Collaborate
• Customers
• Partners
• Employees: Extend the contact center to the back office
• Extend content creation
• Wikis
• Blogs
• Forums
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12. TIP 1 SUMMARY:
FEED YOUR KNOWLEDGEBASE
Leverage your
knowledgebase
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PROPRIETARY &
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13. RIGHT CHANNEL YOUR
CUSTOMERS
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14. PREFERRED
CUSTOMER COMMUNICATION CHANNELS
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15. OFFER CHANNELS TO
MEET YOUR CUSTOMERS’ NEEDS
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16. WEB SELF-SERVICE:
YOUR FIRST LINE OF DEFENSE
• Is your Help Center easy to find?
• Does it offer answers to all your most frequently asked questions?
• Does it contain a
contextual escalation
path to live support?
• Is search prominently
featured?
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17. EMAIL
WHEN TIME DOES NOT SEEM CRITICAL
• Auto Acknowledgement
•
•
•
Setting expectations
Pointing to self-service tools
Bypass Web forms
• Auto Response with
auto-close
•
•
100% accurate?
Describe escalation methods
• Auto Suggest
•
•
Multiple questions
Customer history or data
• Auto Delete
•
•
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Thank you
Customer history or data
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18. CHAT:
LOCATION, LOCATION, LOCATION
• Every page?
• “Contact Us” Page?
• Inflection Points?
• Proactive vs. Reactive
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19. WEB CHAT BENCHMARKS
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20. TIP 2 SUMMARY:
RIGHT CHANNEL YOUR CUSTOMERS
• Proactively engage your customers
•
•
•
Use analytics to determine whether or not to engage a customer
Use metrics to create conditions and rules for candidates
Rule and agent initiated customer engagements
• Leverage existing Web content during session
•
•
•
Consider the customers device type (mobile, desktop, tablet)
Teach agents the customer experience
Use Chat Text and Page Push
• Data Collection
•
•
•
•
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Name
Email Address
Subject
Hidden Data
PROPRIETARY &
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21. LET YOUR CUSTOMER CHOOSE
(SORT OF)
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22. TIP 3:
LET YOUR CUSTOMER CHOOSE (SORT OF)
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23. TIP 3:
LET YOUR CUSTOMER CHOOSE (SORT OF)
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24. TIP 3:
LET YOUR CUSTOMER CHOOSE (SORT OF)
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25. TIP 3:
LET YOUR CUSTOMER CHOOSE (SORT OF)
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26. TIP 3 SUMMARY:
LET YOUR CUSTOMER CHOOSE (SORT OF)
• On your Web site
• Home page
• In global navigation
• Help page - list channels in the order you want customers to use them
• Market channels in all customer communication
• Work with marketing to create a service awareness program
•
Educate customers on the service options available to them
• Remind customers about available service channels whenever
possible in:
• Newsletters
• Up-sell, cross-sell emails
• Direct mail
• Social marketing
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27. MAXIMIZE FIRST CONTACT
RESOLUTION
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28. SERVICE DELIVERY COSTS
VS. TIME TO RESOLVE
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29. FIRST CONTACT CLOSURE COSTS
BY SERVICE DELIVERY MEDIUM
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30. TIP 4 SUMMARY:
MAXIMIZE FIRST CONTACT RESOLUTION
First contact
counts!
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31. CREATE GREAT AGENT
WORKSPACES
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32. TIP 5:
CREATE GREAT AGENT WORKSPACES
• Provide access to 80% of needed information 80% of the time
• Customize workspaces based on agent skills
• Provide simple integration to data – CRM, invoices, billing, histories
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33. TIP 5 SUMMARY:
CREATE GREAT AGENT WORKSPACES
An agent workspace is a user interface which enables
an agent to perform customer interaction activities effectively.
• Flexibility – Map workspaces to business processes
•
•
•
Role-based user interfaces
Channel-specific agent workspaces
Controlled access to external data
• Productivity – Everything is one click away
•
•
•
Reduce number of clicks/keystrokes for navigation
Single view
Maximize screen real estate
• Manageability – Non-programmatic design & deploy
•
•
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Drag & drop design
Edit / read-only access
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34. MEASURING YOUR SUCCESS
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35. CRITERIA FOR MEASURING SUCCESS
• Transaction Completion Rate
• Deflection
• Positive Experience
• Repeat Use
• Increased Time on Site
• Conversion Rate
• Customer Satisfaction
• Revenue
• Web Traffic
• Still Yes to: AHT, FCR, SLA
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36. WATCH OUT FOR COMMON OBSTACLES
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37. CONCLUSION
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38. 5 TIPS FOR PRODUCTIVE
MULTI-CHANNEL SERVICE
1
Feed Your Knowledgebase
2
Right Channel Your Customers
3
Let Your Customer Choose (Sort Of)
4
Maximize First Contact Resolution
5
Create Great Agent Workspaces
These tips give you a new model for servicing customers
that will increase agent productivity, reduce cost, and
increase profit per interaction.
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39. THANK YOU
info@moxiesoft.com
+1.800.474.1149
www.moxiesoft.com
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