Infographic: Why Bad Customer Service Bleeds Your Company Dry

“Have it your way,” has been Burger King’s motto on-and-off for the past three decades. No matter what you think about the food (my thoughts: great french fries, and great memories eating their chicken sandwich growing up) the slogan is a classic. It orients Burger King, its 34,000 employees, and its nearly 13,000 franchised restaurants, towards a common goal: treat the customer right.

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It’s also malleable – like when you want to get edgy with ads like this: 
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But I digress. This blog post isn’t a dissertation about fast-food hamburger advertising, but about customer service. Obviously, every company pays lip service to to the idea of making their customers’ experience great. But lots of things get in the way. The need to cut costs, or be efficient with finite resources. 
Tradeoffs are a normal part of business. But the costs of poor customer service have traditionally been underappreciated, because they used to be indirect, hard to measure, and took place over a long time (longer than the typical executive tenure, anyway). 
Today companies better understand the costs and benefits of their customer service strategy, due to things like Net Promoter Scores and concepts like Customer Lifetime Value (the subject of a 200-page Avaya book arriving in July – watch this space). Data increasingly shows that high-effort, tiring experiences drive customers away.
Take this survey released today by Harris Interactive and sponsored by Avaya. 66% of the 2,100 U.S. adults surveyed by Harris said that they will leave companies that make getting customer service “high effort.” 37% say they  are extremely likely to leave. 
That begs the question: what’s high effort? And what are the benefits of reducing customer service friction? I don’t want to give away too much of the interesting findings revealed by the infographic below, but suffice to say that the numbers are clear: treat your customers better and you’ll reap the financial rewards. You can download the hilarious, Dinosaur Office-themed infographic  (created by our intern Asher Powell) by right-clicking and saving on the image, or click here to download a multi-page PDF that you can print on 8.5 x 11 paper.
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How Workforce Optimization Tools Positively Impact Your Business, Clients, and Bottom Line

Founded in 1962, Common has been delivering best-in-class accounts receivable management programs throughout Canada for decades. With an unwavering commitment to excellence, Common’s leadership team is always looking for new ways to deliver exceptional service to our clients.

In pursuit of this goal, Common has been a long-time user of Avaya IP Office™ with Avaya Contact Center Select. Common recently became a beta user of Avaya Workforce Optimization Select, an easy-to-implement, easy-to-use, security-oriented solution that gives contact center managers and representatives access to scalable and flexible tools. Tools include recording, quality management, call monitoring, coaching, e-learning, and full reporting services. Workforce Optimization Select has upped the ante when it comes to workforce optimization tools.

Common is currently using Workforce Optimization Select to record incoming and outgoing calls and capture desktop screens for 80 agents, and has a total of five agents dedicated to the Quality Management program. This has eliminated our previous manual quality assurance paper audit process, which was often cumbersome, unreliable and difficult to manage.

If you’re a medium-sized business and you want a workforce optimization solution that delivers enterprise-like workforce optimization capabilities at a price point that will not break your budget, then you should choose Avaya Workforce Optimization Select.

From Common’s standpoint, the minimal deployment costs and fast rollout—resulting in a quick return on investment—have made it easy to welcome Avaya Workforce Optimization Select into its business. Other benefits that Common is enjoying thanks to Workforce Optimization Select include:

  • 100% call recording reliability, real-time availability and uptime—empowering Common to quickly and easily review calls for dispute resolution, fraud prevention and more.
  • Adherence to PCI security and compliance standards, ensuring Common maintains call quality compliance with the five major financial regulations in Canada and two in the U.S.–supporting our long-term focus on regulatory compliance and business security.
  • The best in privacy and data security—no paper trails—via encryption, Secure HTTP, digital signatures, screen masking, system-level audit trails and protected access with user-level feature permission options.
  • The option for QA analysts and supervisors to view entire customer interactions from start to finish—with screen recordings—to gain a complete view and deep understanding of interactions when evaluating agent performance.
  • A significant time and cost savings by eliminating the management of QA via pen and paper—no administrative time is wasted scanning, copying or filing.

Workforce Optimization Select thinks about your bottom line too, delivering capabilities that allows businesses to develop the operational intelligence needed to improve agent performance and customer interactions. With low hardware and storage costs, flexible seat-based pricing, and minimal installation and training requirements, Workforce Optimization Select deploys quickly and easily, and lets customers preserve their investment over time.

With Workforce Optimization Select, we are now able to record 100% of our voice and agent desktop screen interactions and then use these recordings to isolate and improve agent performance as part of a quality management and coaching program. And, Common’s call center managers are excited about the audio quality and security of call recordings, and the agents are enjoying the intuitive interface.

Scott Wyatt, CISA, Common’s Programming and Support consultant who oversaw the Workforce Optimization Select beta deployment, says, “Common has been using Avaya solutions for a long time and hasn’t been disappointed yet. The Workforce Optimization Select call recordings are crisp and reliable, and by adding in QA, we have the perfect combination of solutions.

“Beyond that, the agent deployment was effortless and working with the team at Avaya has been an exceptional experience. From the IT to support to development, everyone provided excellent service without fail.”

Moving forward, Common plans to phase in additional aspects of Workforce Optimization Select—ensuring our staff and clients benefit from all the solution has to offer.

 

New Age, New Requirements, More Innovation: 3 Ways to Keep Up (Part 1)

When we talk about what has changed within the last 25 years in technology, communications and business, it feels only possible to scratch the surface.

25 years ago, the World Wide Web became publicly available. The first iPhone would be brought to market 16 years later, bringing to extinction dozens of devices that took decades to invent. If you really want to see the stark difference a quarter century can make, take a look at this Radio Shack ad from 1991: portable CD players, PCs, handheld cassette tape recorders … man, those were the days.

Today, we live in a new age filled with new business requirements—the greatest being to effectively keep up with today’s rapid pace of innovation. How rapid? The fact that it took 75 years for the telephone to reach 50 million users and Angry Birds just 35 days should say it all.

The bottom line is that today’s businesses are operating in a more complex and changing environment than ever before. People are interacting with one another in exciting new ways. New platforms are being created every day for customers to uniquely engage with the brands they love. Regardless of what industry you operate in, I can tell you right now that it has changed—and your company needs to substantially change if it wants to keep up.

So, where do you start? This series will explore three distinct ways that business is evolving in this new age of innovation and how leaders can stay ahead of the curve. Let’s start with what many businesses consider the beating heart of their CX strategy: the contact center.

The Call Center vs. The Contact Center
96% of businesses surveyed last year by Deloitte are expecting call center growth within the next two years in order to support new CX demands. At the same time, 85% view CX provided through the contact center as a competitive differentiator.

Customers today have greater autonomy and higher expectations than ever regarding their service experience. To keep up with these demands, we’ve been seeing call centers across the globe evolving into more comprehensive contact centers. The former depends on a single channel of communication to service customers: audio. In this environment, customers are required to dial an 800 number and navigate through an IVR. Usually they are transferred among multiple service reps and must repeat specific information or re-explain their inquiry or issue.

The latter offers customers a more 360-degree service approach, which promotes a multi-channel environment. In this environment, it’s not uncommon for a customer interaction to begin in one place and end in another. For example, a customer interaction may begin with a Web interface and elevate to live chat and then elevate to a live agent if the problem hasn’t been resolved. This can be taken even further by moving the interaction from a live agent to a co-browsing experience, where subject matter experts can show customers in a more interactive way how to handle problems or answer questions. Finally, this can elevate to a one- or two-way video conferencing experience, similar to what Amazon’s Kindle Fire “Mayday” button is intended for.

With the rapid adoption of advanced channels like video, chat and mobile, it’s not surprising that 72% of businesses plan to transform their call centers into new contact centers within the next two years.

The Key to Mastering New CX Demands
Leading technology will give you the contact center of your dreams, but the whistles and bells alone won’t get you anywhere. Winning companies understand the need to pair their technology with personal best practices in order to keep the customer experience contextual, relevant and consistent. In fact, 96% of business leaders believe that personalization is key for increasing revenue flow and improving long-term customer relationships.

So, what do we mean by “contextual information?” Imagine Rob has been visiting Tesla’s website contemplating investing in either a new Model S or Model X. In the past, he’s engaged in live chat (interacting with artificial intelligence) and has asked a few questions. Finally, he one day requests to be transferred to a live agent for further assistance.

At this stage, Tesla should have every piece of relevant, meaningful information about Rob in order to provide him with the most contextual and personalized experience possible. Once Rob is transferred the agent can say, “I noticed you’ve been hopping between the S and X models. Which one are you leaning towards?” If for any reason Rob needs to be transferred, the next agent he speaks with should pick up right where he and the last agent left off. This kind of engagement is game-changing.

There’s no doubt that contextual information combined with real-time analytics will drive the customer experience to new levels. Over the last 40 or 50 years, the market has evolved from basic call centers to multi-faceted contact centers that offer full transparency into customers’ preferences, behaviors and habits. Companies must embrace change within the contact center to ensure the heart of their CX strategy is pumping strong.

Coming up: Part 2 of this series explores the evolution of networking. Learn how business leaders can ensure their networking infrastructure—the backbone of their organization—stays up to par.

Four Reasons Your Social Customer Care Belongs in the Contact Center

I have had the great opportunity for much of the last 4 years to speak with CMOs and social media Managers of companies across the globe about their social customer service needs and strategies. During this time I have also seen how social media has gone through many changes.

  • Facebook added business pages and not just profiles
  • Twitter accounts specifically for customer support
  • Video is embedded everywhere: from YouTube, Vimeo to Vine; and is also aimed at helping customers to answer their questions

While companies have been focused primarily on engaging their followers with creative content, enticing them to consume more of their products and services, many have also learned that servicing customers on social media is desirable, and sometimes mandatory, as well as efficient. In many organizations the resources responsible for creating content are challenged by the quantity and breadth of the customer questions. This post highlights 4 reasons why you should take a closer look at your social customer care strategy and determine whether your contact center is the better place to handle it.

Servicing the customer is the bread and butter of the contact center, so why aren’t more contact centers handling social media?

You likely know well what your contact center excels at today. Very likely the following reasons will look obvious as they represent the advantages a contact center typically offers. It is not always that easy. Almost every session I have held with our customers has the employees (of the same company) introducing themselves to each other since they come from different areas of the business, often having never met and came to the meeting having received a “social media discussion” meeting request. Any social customer service discussion requires representatives from the contact center, IT as well as marketing. Without early partnering the chances of a successful approach is limited. Take the following points into your business to help drive your social customer care conversation.

Scalability

Forecasting social media, the number of incoming tweets, posts or comments, is tricky. This is a popular question I get from seasoned scheduling gurus and the answer is not yet science. Unlike the telephone or email channels, social media sees many more customers (and non-customers) take to Twitter or a company’s Facebook page to comment on something they saw in the news or experienced during the day. This can mean that what a company sees during a ‘typical day’ of 80-300 incoming tweets might change to 4000 the next. (Yes, these are true numbers reported.) Your contact center, its queuing technologies and algorithms were designed just for this. Agent pools are designed to adapt to changing conditions. Just employ what you have and understand how to best care for this challenging arena.

Repeatability

Consistent processes determine the success of any contact center operation. Today, most social media Managers use a collection of tools during any given day. These can be free and simple or premium versions with more capabilities. Their managing of social media engagement is only part of their workload. Their response to customers’ queries is more organic and grows though their own experience. The results are ad-hoc and hard to scale much less improve upon. Contact centers continually analyze and improve their processes. Contact centers have the fundamental tools to take social media into their processes and build consistent customer experiences.

Manageability

There is a saying I learned when I first came into designing contact centers: “if you can’t measure it, don’t build it”. The number of likes, shares or click-thru’ s, while important for brand recognition and marketing program success, doesn’t say much about how easy it is for a customer to do business with you. Contact centers have taken this on as a key set of metrics including NPS (Net Promoter Score), FCR (First Contact Resolution), Customer Effort. They measure not the macro level metadata but every interaction and this allows you to constantly improve your processes as well as your customer’s experiences. Applying the same level of analysis to social customer care as you do to other interaction channels will allow you to improve the overall perception of your company.

Auditability

Social media is a public conversation. We have all seen the news. A meaningful social media Manager posts the wrong comment at the wrong time. It happens. You might be missing the right systems to prevent the wrong message from going public. Integrating social media with your contact center will not give you 100% protection. It does bring features that allow auditing of the events and may uncover others which don’t make the news, though equally effect your customers’ satisfaction. By bringing social media interactions into the contact center, every interaction can be recorded, monitored and reviewed. This is your insurance policy. This is where most other social media tools fall short. Auditing social media exchanges as you do other interactions provide lessons, insights and puts you in control, allowing your business to participate in the public conversation with confidence.

Taking control of your company’s social customer care efforts will enable you to overtake your competition, reduce costs and increase customer satisfaction with a minimal effort. Engaging the different players across your organization early and with the proper preparation will guarantee your success. Take these points into your social engagement conversations and apply what you already know well to make the most of your efforts.

Not sure where to begin? Let Avaya help you bring social media into your business. Leverage our experienced consultants, create and improve your social media engagement strategy. Join our Avaya Get Smart Webinar, Avaya Social Media Solutions – Consumer Behaviors, on Tuesday November 11 at 12noon ET. This webinar will focus on best practices for tracking social media engagements, contact center integration options, and more! Learn about Avaya Social Media Services and product offers.