My presentation deck for On Target eCommerce. Originally created for my presentation at APOE in Wuhu, China on August, 2012.

1. On Target!
eCommerce
By: Michael C. McMillan

2. ON TARGET

3. ON TARGET
The Go-To List!
 Clear Processes for Solving Common
Problems
 Continuous Improvement Training
 Skills Based Routing
 Live Call Monitoring & Coaching
 Inter-Agent Chat
 Workable Agent to Supervisor Ratios
 Agent Feedback Process

4. ON TARGET
OFF TARGET!!!

5. ON TARGET
Contact OPERATIONAL eCommerce
Center EFFICIENCY Client
- Lower Average Handle
Time
- Faster Average Speed To
Answer
- Higher First Interaction
Resolution Rates
- Lower Cost per
Interaction
- And so on…

6. ON TARGET
What else can a
contact center
offer the client?!

7. ON TARGET
Operational Operational Program
Efficiency Collaboration Efficiency

8. ON TARGET
What We Will Cover Today
What is How Does
What To Do
Operational This Help My
Next!
Collaboration? Client?

9. ON TARGET

10. ON TARGET

11. ON TARGET

12. ON TARGET

13. ON TARGET

14. ON TARGET
Contact
Center
eCommerce Business
Web Site
Client Partners
Social
Media

15. ON TARGET
Contact
Center
eCommerce Business
Web Site
Client Partners
Social
Media

16. ON TARGET
Contact
Center
eCommerce Business
Web Site
Client Partners
Social
Media

17. ON TARGET

18. ON TARGET
Contact
Center
eCommerce Business
Web Site
Client Partners
Social
Media

19. CUSTOMER
ON TARGET

20. CUSTOMER
ON TARGET

21. ON TARGET
Contact
CUSTOMER Center
eCommerce Business
Web Site
Client Partners
Social
Media

22. ON TARGET
The Go-To List!
 Clear Processes for Solving Common
Problems
 Continuous Improvement Training
 Skills Based Routing
 Live Call Monitoring & Coaching
 Inter-Agent Chat
 Workable Agent to Supervisor Ratios
 Agent Feedback Process

23. ON TARGET
The use of “ALL” data to improve
the experience our client’s
customer has every time they
interact with us.

24. ON TARGET
Sources Of “ALL” Data

25. ON TARGET

26. ON TARGET

27. Who Are Our Client’s
ON TARGET
Customers?
Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com
– royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.

28. ON TARGET
Which of Them Are Social?
Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com
– royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.

29. ON TARGET
Which of Them Are Social?
Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com
– royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.

30. ON TARGET

31. ON TARGET
What Did We Create?

32. ON TARGET
What Does This Allow Us?
Answer with the caller’s name via ANI
lookup
Know the customer’s buying habits
See customer’s Likes & Dislikes from
their Facebook profile
Be able to see all past interactions in
one place
Not force customer to repeat
themselves each time they
call, email, web chat or interact with
us on any other communication
channel

33. ON TARGET
WHAT WAS THE RESULT?

34. ON TARGET
Average Handle Time
8
7
6
5
4
3
2
1
0
Sep-10
Dec-10
Jan-10
Feb-10
Jan-11
Feb-11
Apr-10
May-10
Oct-10
Jun-10
Aug-10
Mar-10
Jul-10
Nov-10
Mar-11
An average reduction in AHT of 3 minutes.
Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com
– royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.

35. ON TARGET
45000
40000
35000
30000
25000
20000
15000
10000
5000
0
Feb-10
Feb-11
May-10
Mar-10
Jun-10
Jul-10
Aug-10
Sep-10
Nov-10
Mar-11
Jan-10
Dec-10
Jan-11
Apr-10
Oct-10
Call Volume Web Chat Volume Social Media Volume
A 5% - 10% average reduction in total volume
Sources: Call Center Times – independent.co.uk – marketingpilgrim.com – Data Listing Services, LLC. – Salesforce.com
– royal.pingdom.com – Digitalbuzz.s3.amazonaws.com – pixable.com – Forrester Research, Inc.

36. ON TARGET
HOW DID THIS HELP US?

37. ON TARGET

38. ON TARGET

39. ON TARGET
First 5 Steps To Get Started
1) Speak to your IT team about how to
integrate your systems with social media
API codes
2) Have your team prepare a full training
program to teach agents how to use the
new tools
3) Review hiring profiles to make sure your
team has the ability to support this new
style of support
4) Choose one client to test out the new
processes
5) Speak to your client about what you want
to do and get their input and buy in

40. ON TARGET
PULL THE TRIGGER!!

41. ON TARGET
QUESTIONS?