Customer Care Experience · • Catch me • Know me • Make it easy 4 me • Connect me •...

Customer CareExperience

Christian RaahaveProduct Sales Specialist

Michael AhrensburgConsulting System Engineer

Cisco and/or its affiliates. All rights reserved.Cisco Connect 2015 Cisco Public

They are talking about you !


Three Waves of Contact Center Innovation

Borderless Customer Care

Wave 1:

Voice Channel

Wave 2:

Multichannel

Customer

Care Center

BranchOnline

Multiple channels but little cross-channel consistency

Consistent experience across all channels Wave 3:

Omnichannel

To

da

y

Web

Mobile

Contact Center

Email

VoiceBrick and

Mortar

Kiosk

Social Media

Chat

SMS

Customer


Human behavior

• Catch me

• Know me

• Make it easy 4 me

• Connect me

• Surprise me

• Make me feel


Outcomes of Customer Collaboration should be !

Connect

EngageOptimize

FCR

CES

NPS

Revenue Increase/Protection

Cost Control/Reduction

Brand Value/Recognition


Business Outcomes in The Contact Center

Word-of Mouth

NPS

Customer

Effort Score

First Contact

ResolutionCustomer Lifetime

Value (CLV)


Goal: Loyal Customers

Relevancy to Business Outcome

Effectiveness

Efficiency

Customer

Effort

NPS

First

Contact

Resolution

Service

Level

Low High

CSAT

“Loyalty” and

LOB Quadrant

“Efficiency” and

Operations

Quadrant


The ultimate question


Total Customer Experience – Moments of Truth

Research Engage Convince Decide Buy Support

Social

Web/

App

Contact

Ctr

Data

Analytics

Store

Community

Tweets Friends and

Family

Interactive App with

Chat and Voice

Mobile Video

Remote Expert

Customer Engagement

Exchange

Immersive Kiosk

Web, Social, Video,

and Self-Service

Connect with

customers across

multiple channels

Engage with

consistency and

context

Optimize interactions

with a single platform

and reporting

In space –

no one can hear you scream


Drivers of disloyalty

Transferred

during

support

session

Must contact

repeatedly to

resolve issue

Cumbersome

Authentication

Must switch from

web self-serve to

voice

Consumers

have to

re-explain

issue

57%

59

%

62% 50%

56% THE

EXCEPTIONAL

SERVICE

CHALLENGE


Characteristics on Customer LoyaltyMore Loyal

Neutral

More Disloyal

Total Potential Impact: 1x

Effort: First Contact Resolution

Moments of Wow: Teaching the customer something new

.14x

.86x

Effort: More than One Contact to Resolve(2.52x)

Rep Experience: Generic Service (.52x)

Effort: Repeating Information (.46x)

Effort: Perceived Additional Effort to Resolve (.46x)

(.20x)Effort: Transfers

Total Potential Impact: (3.93x)

N=97.176 customers

Source: CEB, 2013

Wow & Delight

Customer Effort

Agent Experience & Style

1

2

3


How to avoid transfers and repeated calls

Agent Screen Recording(AQM)

Customized evaluation forms

Additional Metadata call resolved to agent and custom via API

Visualization, including tagging


Data & Analytics - Unlock the Value

Data

Monetization

Customer

Engagement

Optimized Operations

Organizational

Effectiveness

Threat

Minimization

Source: Cisco Consulting Services primary research, 2013

$7.3T of the $19T IoE Opportunity over the Next 10 Years will be Realized Through Data & Analytics

Engage with Consistency and Context


Disclaimer

The Cisco products, services or features identified in this document may

not yet be available or may not be available in all areas and may be

subject to change without notice. Consult your local Cisco business

contact for information on the products or services available in your area.

You can find additional information via Cisco’s World Wide Web server at

http://www.cisco.com. Actual performance and environmental costs of

Cisco products will vary depending on individual customer configurations

and conditions.

http://www.cisco.com/


Cisco FinesseWeb 2.0 Browser Based Desktop

Agent State Controls

Supervisor Reports

Customizable Gadgets


Cisco FinesseIntegrated Web-Chat and Email Gadget

Web-Chat

Email

Email Reply Pane

Chat and Email

State Control


Businesses have little

knowledge of their

previous interactions

with consumers across

multiple channels

Wasted

agent time

Consumer

frustration Existing solutions are

pricey, complex, or

proprietary

Context ServiceBusiness Challenges


Context ServiceCloud-based storage of customer interaction data

Mobile

IoE

Phone

IVR

Customer

Journey

Enables a complete

view of the customer

journey

Better-informed

agents provide a

superior experience

Out-of-the-box Cisco

platform integration

Open web interfaces

enable partner

applicationsCisco Customer

Collaboration PlatformsPartner Applications

Web

Retail

Email

SMS

Social Media

Chat

Deliver

Omnichannel

Seamlessly


Context ServiceData Handling

Customer Request

Mobile

Web

Retail

Email

SMS

Social Media

PodPod

Phone

IoE

PodPod

Chat

Phone

POD

Cisco Customer

Collaboration PlatformsPartner Applications

IVR

Agent

TagTag

POD


Context ServiceSystem of Engagement

25

Context Service is the System of Engagement

Business applications continue to function as the System of Record

A Request can map to one or more business applications to represent customer’s view

One business process may consider issue as resolved but it may not be customer’s view

Systems of record may communicate with each other via an Enterprise Service Bus without Context Service

RequestOmni-

channel

Business Process

Fulfillment

Marketing

CRM


Context ServiceOut of the box feature of CCE and CCX solutions

26

New gadget in Finesse hosted from cloud

Shows all Requests and PODs by Customer

Org can customize fields layout via the new cloud management interface

Sample ScreenActual version may differ

Context Service


Context ServiceExample Use Cases

Customer Interaction History

Route to last agent or preferred agent

Route to same agent on channel shift

Route based on customer sentiment from previous call

Track IVR path

Trending issues based on popular tags

Agent search on similar issues by tag

Build outbound campaigns based on tags


Channel

agnostic

Consumer

“journeys”

SecureEasy

Context ServiceSummary


Total Customer Experience

Connect Engage Optimize

Interact with clients

across channels

Personalized and

effective

Greater Loyalty, value,

and repeat spending

Effortless Experience

Increase Productivity

Tools and flexibility to

Empower people

Deliver Consistent

outcomes

Single Platform reducing

complexity, for simpler

integration and lower

TCO

Simplified admin,

configuration,

management, services,

and reporting

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