Medallia for Contact Centers 6 Best Practices for Success · PDF fileMedallia for Contact...

Medallia for Contact Centers6 Best Practices for Success

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Medallia © Copyright 2017.

“”

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Contact Center Mission

Provide consistent and differentiatedservice, at a lower price, while creating an affinity to the brand.


Improve training, coaching, and agent performance

Reduce costs to serve

Reduce customer and employee churn

Increase revenues

Top Challenges Contact Centers Face

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How to Reduce Costs AND Enhance Experiences


6 Practices to Success

#1- Build a Solid Foundation with Effective Program Design

Achieve Goals with a Differentiated CX

#2 - Drive Feedback to Frontlines

#3 - Engage with Customers

#4 - Build High-Performing Teams

#5 - Fix Systematic Issues

#6 - Drive adoption & Engagement

Agents manage their performance through

real-time VOC

AGENTS

Leaders coach and train individuals and teams

effectively

TEAM LEADS, SUPERVISOR, MANAGERS

Teams close the loop with customers

consistently

TEAM LEADS, SUPERVISORS (OR

CENTRALIZED TEAM)

Upstream issues are identified, quantified

and resolved

INSIGHTS, OPERATIONS,

GOVERNANCE TEAM

Opportunities are prioritized and impacts

are assessed

EXECUTIVES & LEADERSHIP

Effective Program Design


Create One Version of the TruthReliable

Organization-wide acceptance of the data

ComprehensiveFocus on experience, coaching, training to drive business and

operational performance

ComparableAcross channel, market,

business, product, journey, team, etc.

RelevantCapture and Recover at the

key moment(s) of the journey


Begin with the End in MindBusiness Goals

Primary Metric(s)Examples:• Decrease Churn/

Increase Retention• Reduce Operational

Expenses• Increase Revenue

Brand vs. Experience:• Overall Satisfaction• Likelihood to

Recommend/NPS®• Agent Satisfaction • Customer Effort Score

Drivers

Problems

CommentsSegmentation

Channels


Best Practice Design

SMART SAMPLINGRepresentative feedback

DATA COLLECTION METHODS OPTIONS:

Increase response rates & eliminate gaming

OPTIMIZED SUBJECT LINES

Improve click-through rates

MOBILE OPTIMIZED SURVEYS

Prioritize key metricsGet actionable VOC data

Reflect your brand

MULTI VS SINGLE AGENT INTERACTIONS

Drive coaching effectiveness & ownership

QUICK START INVITEPrioritize your key metric


Democratize the Data

AGENTTrack performance

TEAM LEADClose-the-loop & coach

MANAGERMonitor team performance

INSIGHTSIdentify & Prioritize root causes

EXECUTIVEAssess overall performance

CENTRAL TEAMClose-the-loop centrally








Empower Agents to:Self-Coach

Track Progress to Goals







Enable Team Leads & Supervisors to:• Consistently “Close the loop” with customers• Coach Teams and Agents Effectively• Prioritize Improvement Areas & Training initiatives





• Where do we begin?

• How do you create consistency?

• What are the most important things to train?

• How do we measure success?

• Who makes the callbacks?

Installing Close Loop Feedback

Corporate Initiatives

Front LineActivation

OUTER LOOP

INNER LOOP

Team Huddles


Proven Closed-Loop Workflows

DISTRIBUTED CLFRoute alerts to the frontline

(when you’re ready)

ALERT TYPESUse alerts to drive action

ALERT WORKFLOWSNotify, escalate, and share

RAPID RESPONSE TEMPLATES

Consistent, timely follow-up

CASE MANAGEMENTTrack root causes and

actions taken

EMPLOYEE IDEASCrowdsource ideas from

employees




Design and functionality that fuels viralityand adoption

CX and Operational Teams:• Upstream issues are

identified, quantified and resolved







• Identify common customer pain points that matter the most

• Fix broken processes and create operational efficiencies by identifying root cause

• Identifying emerging customer preferences, continuously innovate and test

Closed Loop System: Mobilize Everyone

Corporate Initiatives

Front LineActivation

OUTER LOOP

INNER LOOP

Team Huddles


$2BNIncrease in

transactional volume

50%Decrease in pain

points (over 40MM fewer issues)

Systematic fixing of issues to drive business-wide improvements


“”

17

.-Ellie Diaz, Vice President of Customer Engagement

Since partnering with Medallia…we drove $2 billion in additional payment volume, as well as helped to enhance over 90 million customer experiences.






#5 - Fix Systematic

Issues



Leaders coach and train individuals and teams

effectively

Teams close the loop with customers

consistently • Drive Adoption• Prioritize opportunities• Innovate continuously


Medallia Customers

Are engaged at the frontline

SOURCE: MEDALLIA ANALYSIS


• Set up the right program team

• Align a governance model for the program across the organization

• Provide training to front-line users – especially closed-loop “soft-skills” training

• Plan for extensive communication & reinforcement

• Plan for evolving level of impact: early wins through transformation

• Plan to track financial impact

Key Checklist


Recommended Roll-Out Approach

• Provide all levels of management with training videos

• Familiarize users with their role-based dashboards

• Practice closing the loop

• Adjust cadence for closing the loop

• Adjust cadence for 1:1 coaching and praise

• Increase response volume

• Re-adjust CLP as you learn

• Expand program to other channels

• Incorporate Medalliainto alignment for each team

• Have coaching sessions using dashboards and verbatims from Medallia

• Use Medallia verbatim to praise one staff member from each team

• Log into Medallia 3 times per week

• Close the loop with 1 customer per day

• Check alerts daily

Learn Use Share Scale Optimize

Phased Roll-Out Process

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