BGPM Performance Management: Preparing for the Post-Modern … · 2018. 10. 19. · Brendan Dykes...

BGPM Performance Management: Preparing for the Post-Modern Contact Center

Jeff Woodland Genesys Product Marketing Sue Harkreader Genesys Product Management Brendan Dykes Genesys Business Consulting Heinrich Welter Genesys Account Management September 12, 2012

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Customer Experience As a Journey

© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

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To Comcast or Not to Comcast? A Customer Experience Decision.

2010 2012

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8 Forces Driving Customer Service to the Post-Modern Contact Center


1. Multi-channel awareness

2. Social Media awareness

3. Big Data

4. Real-time Business-Centric

5. Independent (ad-hoc) analysis

6. Mobile decision-making

7. Visualization

8. The Enterprise & the role of the Customer Experience Officer

Empower

Managers

Engage over

Customer Experience

Understand the

customer experience

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Assessing Each Trend


Self-Assessment Benchmarking

What questions

should I ask about my operations?

Attached within

the presentation

Expert Discussion

What is the trend?

Why is it relevant?

Customer Panel Survey

How important is it?

How timely is it?

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Survey Respondents

The Performance Management Customer Panel and Survey


JP Morgan Chase

Telenor Norway

VISA

DNB Bank

AXA Winterthur

Rabobank Nederland Never

Within 5 Years

Within 2 Years

Now

Already Started


The Survey Dimensions: Importance & Time-Frame

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Imp

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Our Expert Panel Sue Harkreader, Product Management, Director Heinrich Welter, Strategic Sales, Senior Director Brendan Dykes, Senior Principal Business Consultant


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Maintain a holistic understanding of the customer experience 1) across multiple channels and 2) is inclusive of Social Media activity

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Maintain a holistic understanding of the customer experience 1) across multiple channels and 2) is inclusive of Social Media activity

Never

Within 5 Years

Within 2 Years

Now

Already Started


Performance Management Customer Panel

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1

D

B

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A

Social Media

Imp

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F

C E A

Multi-channel

13 13 © 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.

Big Data

3. Leverage Contact Center data for a larger Big Data strategy to understand the customer experience at the Enterprise level

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3. Leverage Contact Center data for a larger Big Data strategy to understand the customer experience at the Enterprise level

Never

Within 5 Years

Within 2 Years

Now

Already Started



10

9

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1

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B

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Avg Imp

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Enable Managers as independent decision-makers: 4) analyze performance data ad-hoc, 5) In real-time and business-centric



Enable Managers as independent decision-makers: 4) analyze performance data ad-hoc, 5) In real-time and business-centric

Never

Within 5 Years

Within 2 Years

Now

Already Started



10

9

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2

1

D

B

F

C E

A

Ad-hoc analysis

D

B F

C

E

Real-time Business Centric

A


6. Enable Managers as mobile decision-makers: Access performance data from any device – desktop, tablet or smart-phone.


6. Enable Managers as mobile decision-makers: Access performance data from any device – desktop, tablet or smart-phone.

Never

Within 5 Years

Within 2 Years

Now

Already Started



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A Avg

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7. Use Advanced Visualizations to better clarify performance of resources and the customer experience


3,000 BC 2011 AD

23 23

7. Use Advanced Visualizations to better clarify performance of resources and the customer experience?


Never

Within 5 Years

Within 2 Years

Now

Already Started



10

9

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2

1

D

B

F

C

E

A

Avg


8. Leverage a Customer Experience Officer to help the Contact Center align its initiatives with other Departments.

The Enterprise The Customer Experience The Contact Center


Never

Within 5 Years

Within 2 Years

Now

Already Started



10

9

8

7

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4

3

2

1

D

B

F C E

A

Avg

8. Leverage a Customer Experience Officer to help the Contact Center align its initiatives with other Departments.


Never

Within 5 Years

Within 2 Years

Now

Already Started


10

9

8

7

6

5

4

3

2

1

CXO

The Big Picture: 8 Trends Summary

Adv Advanced Visualization

Mobile

RT Business Centric

Big Data

Multi-Channel

Social Media

Customer Experience Officer

Advanced Visualization

Mobile

Real-Time (RT) Business Centric

Big Data

Multi-Channel

Social Media

Forced Rank by Importance Performance Management Customer Panel

Avg Ad-Hoc

Ad-Hoc

29 29

Where Is Your Contact Center?


Reactive Opaque Isolated

Proactive Transparent

Engaged.

The Call Center The Post-Modern Contact Center

Jeff Woodland Genesys Product Marketing Sue Harkreader Genesys Product Management Brendan Dykes Genesys Business Consulting Heinrich Welter Genesys Account Management

31 31

Join the Performance Management Customer Panel! Provide direct feedback to Genesys Product Management Discuss features, design, strategy, priorities. One hour conference call on the 4th Wednesday of every month.

Who is a good fit?

• A passion for understanding and metrics

• Can apply performance management to customer service and the contact center.

How join?

• Drop off your card or name / number and we’ll contact you with more information.

Would you like to help to drive our direction?

& follow G-Force and Genesys on Twitter at #GForceAmer and @Genesyslab for the latest news and updates!

Join the Genesys G-Force Network on LinkedIn to connect with colleagues, employees and Genesys professionals.

Customer feedback surveys will be sent to you online later…

Follow ME @JWWTweets

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BGPM Performance Management: Preparing for the Post-Modern … · 2018. 10. 19. · Brendan Dykes...

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