© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Are You Guilty of Creating High Effort

Customer Experiences?

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Insight from the June 7, 2016 #ICMIchat

Topic: Tips for Reducing Customer Effort

Host: @CustomerIsFirst

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Customer Effort=

“The # of hoops we ask customers to jump through,

and how they feel about them”

~ @OneReach

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

A low effort experience=

Accurate

Doesn’t make customers want to raise their voice

SpeedyPredictive

Proactive

TransparentEmpathetic

Convenient

Respectful

Omni-channel capable

Solves the issue the first time

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

A high effort experience= ”We can’t” “no”

Long wait times

Having to repeat information Being directed away from channel of choice

Poorly trained agents

No first call resolution Not having the option to self-serve

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Want to reduce customer effort?

Here are a few ways…..

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

“Invest in CRM, empower agents to go off script & provide alternate solutions, and break down internal

silos.”

~ @ScottOntiveroz

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

“Put the answers close to customers. Don’t make them

beg or hunt.”

~ @kghegebarth

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

“Let customers chose how and where they want to be helped. Don’t make them start over in

another channel.”

~ @OneReach

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

“Make it easier for the agent to help the customer. Happy &

informed agents= happy customers.”

~ @colleenb38

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

“The first step in reducing customer effort? Map the

customer journey and find the pain points.”

~ @ens0204

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

“Remove barriers. Develop rapport, identify needs, and

solve issues quickly.”

~ @esmancuso

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

”Know your customer across channels. Integrate phone, email, and social in CRM so

every touch point is consistent.”

~ @rcash6340

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Want more insight on customer effort? Head to our forum for a full chat

recap: http://ubm.io/22PuAvi

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Join us for the next #ICMIchat!

Topic: The DNA of a Successful Contact Center ManagerHost: @ens0204

Day/Time: June 14| 1pm ET