Transcript Explore Your Options: Ahead of the Curve

Ivy Meadors
Referred to as the "Female Tom Peters"; internationally renowned, award winning, speaker
consultant, Ivy Meadors, with over 28 years of experience, is a seasoned expert specializing
in business, customer service and technical support. She is recognized as one of the
industry's most respected leaders. Ivy is CEO and founder of High Tech High Touch Solutions,
Inc.™, a full-service, vendor neutral, consulting firm specializing in service and support of the
enterprise from a comprehensive viewpoint.
Together with her team, she has provided innovative solutions with extraordinary results to
hundreds of Fortune 1000 companies throughout the world. Her business focus is far-reaching
from people considerations to best practice processes to technology solutions.
Would you like to have high-performing, fully committed team members, a technologically
advanced support environment, and incredibly loyal customers? High Tech High Touch
Solutions, Inc.™ will develop your enterprise into one that offers exemplary customer services,
realizes high returns on investments, has outstanding leaders and committed employees, with
the primary focus always on business excellence and the customer’s experience.
High Tech High Touch Solutions, Inc.™ ~~~ 425-398-9292 ~~~ [email protected] ~~~www.hthts.com
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Creating Indispensable Service and Support Organizations:
Avoid becoming a commodity
Learn methods to make your organization become an indispensable corporate
asset. The level of value provided to the organization is the distinguishing factor to
determine if your Service Desk or Contact Center is indispensable.
This session uses the outsourcing argument as the basis for understanding the
true potential value of your Service Desk or Contact Center. What are the
qualities that will guarantee management believe your operations are mission
critical? This presentation shows you where to focus your efforts to realize the
greatest gains.
Make the most of every opportunity for improvement. Recognize and destroy the
sacred cows. Learn proven methods to make your organization become an
indispensable corporate asset.
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Get Ahead of the Curve in
Customer Service
Create an Indispensable Organization
And Avoid Becoming a Commodity
Presented By Ivy Meadors
[email protected]
www.hthts.com
Slides are posted at www.hthts.com
Select the Link to Slides on Home Page
See end of slide deck for additional resources
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Presenting
1. Where it all started
2. Basis for outsourcing
3. Change in mindset
4. Where to focus your efforts using CRM
5. Blogging to create relationships and offer
additional value
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• 1876: Alexander Graham Bell invented the
telephone
• 1878: First operator and they were teenage
boys. They wrestled instead of worked. They
pulled pranks on callers, and even cursed at
them. Were too rowdy. Switched to women.
1878
• Women had pleasant voices that customers - most of whom were men -- would like. And
because society did not treat women equally,
they could be paid less and supervised more
strictly than men.
• Late 1800s. The first woman telephone
operator was Emma Nutt. Late 1800s.
e.html
• 1900: All women operators.
• 600 calls per hour! Answer rate was 4
seconds.
• 1950: First PBX by Bell Lab
Late 1800s
• 1978: First cellular telephone
• 1960’s First Mainframes
• Last Cord board: 1981
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www.pbs.org/wgbh/amex/kids/tech1900/phone.html
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History of Help Desk Technology
1981 First MF Problem Management Systems
IBM - InfoMan & Peregrine Systems – PMS
1985 First Client Service application for PCs
Windows 1.0
1989 Client Server Systems come to life
Peregrine, Magic, Heat and a few others
1989 First Client Server KM System
Symbologic – was Primus – now ATG
U S West Communications 1989: 93% 1st Call Resolution
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The Basis of Outsourcing
“Just overhead”
“Not core to the business”
“Cheaper if someone else does it”
“Someone else can do it better”
“Organizations generally outsource a ‘Help Desk,’ not a
‘Service Desk’ (ITIL)”
“In top three jobs with highest attrition: Call Centers”
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Service Desk
Commodity: Help Desk logs and escalates calls
Corporate
Asset: Service Desks solve calls and are
proactive in identifying issues and
accurate solutions
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Change in Mindset
Be core to the business, not
overhead
Have a critical viewpoint
“Be willing to surrender
what you are, for what
you could become.“
Focus on solving business
problems
Goal Model: Best service is
no service
-unknown
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“I’ve never had to contact Amazon about any matter. I have
had, in essence, no customer service from Amazon.
Put another way, I have had such perfect customer service,
the service itself has been transparent.
That is exactly what Amazon wants:
“The goal is perfect customer service through no
customer service.”
Source: Fast Company April 2001 article:
“Betrayed! The Biggest Lie in Business: The Customer is In Charge”
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Change in Mindset
• Motivate using meaningful metrics
• Increase some ‘call’ durations
• It’s not how many calls you take a day or how short they
are, but the quality of the exchange
• Only log things that are meaningful
• Focus on contact deflection and elimination
(e.g. “We have training
available, you can sign up for free at…or I can do it for you right now.”)
Have a different viewpoint: “Concave Contacts”
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“One
Call Really Can Do it All”
• Frontline should be the “nags” (ownership)
• Push specific information to certain
customers (e.g. new application user, new car owner)
• Know and predict the customer’s needs
• Define ‘practical’ service levels
• Deliver event driven notifications (e.g. Amazon.com)
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A "sacred cow“, an expression related to the Hindu belief
that cows are sacred, is a belief in something, that it is
above criticism.
There are many traditions that we uphold, many processes
and methods that have become "sacred cows". They can be
out dated, ineffective, even destructive, and yet we don’t see
them and will never consider changing them.
But we must! We must seek out and destroy these
destructive sacred cows.
http://www.youth.co.za/theedge/sacred_cows/main_sacredcows.asp
“Follow the MAG Tape”
SACRED COWS MAKE THE BEST BURGERS
http://www.kriegel.com/robert_kriegel_books.htm
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Kill the Sacred Cows
People who use yesterdays thinking in
today’s game will be gone tomorrow
- Robert Kriegel
“Think Lean!”
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Creating a Superior Customer
Experience
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Defining CRM and Contact Management
Customer Relationship Management: A process or methodology used to:
• Learn more about customers' needs and behaviors to develop
stronger relationships with them.
• Bring together many pieces of information about customers, sales,
marketing effectiveness, responsiveness and market trends.
• Help businesses use technology to gain insight into the behavior of
customers and the value of those customers.
Contact management: Software to store, track and manage contacts
CRM = Sales, Marketing, & Service
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“NETWORKING”
Marketing, Campaigning
CRM
SFA
(Customer Relationship
Management)
(Sales Force Automation)
Existing Customers
Leads / Prospects
Contact Management Database (CMS)
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Why Use the Technology
Know…..
Who’s buying / reading / downloading / accessing “stuff”
What “stuff” are they getting
Why are they buying / reading / downloading / accessing it
When was the last time they got the “stuff”
How long since they were last “touched”
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Why Invest the Time and Effort
Saves time later
Builds rapport quickly (e.g. Karaoke, pets)
Schedule follow-up activities and FUP!
Differentiates you from your competitors
Know your contact in real-time
“Every customer should be made to feel that the organization
cares about them personally.”
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Results…
• Provide a superior customer experience
• Offer superb value and innovations in service that
others may not
• Increase revenues
• Cross-sell / up-sell products more effectively
continued…
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Results…
• Acquire new customers through data mining
• Know which customers are worth investing in
• Help staff close deals faster / solve issues accurately
• Simplify marketing and sales processes
“360 view of contacts”
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Contributing Success Factors
Must Have
Strategy to contact your customers / end users
• Frequency
• Methods utilized
• Quality of contact
Data capture process
• Relative to their specific interests / needs
• Real-time or within 24-48 hours
• Take the time to review & update customer profiles
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Contributing Success Factors
Integrated Systems
• Email integration (affords event
triggered emails too)
• Auto generate invoices, contracts,
quotes, etc.
• No duplicated data and less room for
error with a single database
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acctng
service
quotes
CMS
sfa
blog
Int.
email
Broch.
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Telephony Data Integration
Caller-id
CMS (i.e. Heat, Goldmine)
Screen-pops profile
“Immediate access to customer details”
“Call directly from CMS system!”
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Free up Critical Resources
1. Seek out customer complaints
2. Stop manual data entry efforts (e.g. Form online, generates an email, call
center types in each entry into system line by line. (3-5 minutes for data entry.)
3. Be sure there is value in making the effort
4. Does anyone really care about what is measured?
5. Monitor contacts, coach, reward, and take action (e.g. Didn’t
know they weren’t making any effort to up-sell, voice tone, # times customer asked them to repeat, etc.)
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Are they “Really” Satisfied?
A recent survey conducted jointly by Call Center Magazine and our
sister publication, Managing Offshore, reflects this predicament.
The survey found that 65% of companies think that their customers
go away "highly satisfied" after a call, while only 22% of customers
actually reported walking away "highly satisfied.“
http://www.callcentermagazine.com/shared/article/showAr
ticle.jhtml?articleId=49400662&classroom=
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Telephony
• Utilize the telephone system more fully: emails,
vmails, and calls all go into the ACD queue
• Wrap-up / quick codes for call “logging”
• Use queues to route calls to other support groups
Switching modes now…
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OK, So what’s up with this Blog thing?
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What is it?
A blog (weblog) is…
…an online diary; a chronological log of thoughts and ideas
published on a web page.
…a simple form of content management
Blog Examples:
• Project collaboration (i.e. internal corporation, with your client’s team)
• Personal diary, your opinions, thought for the day
• News feeds
continued…
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More Blogging….
Form of Content and Collaboration Management
More Blog examples….
• Favorite links, hints and tips
Example “Privacy Blog” of links:
http://www.delcreo.com/delcreo/blogs/privacy/delcreoPrivacyBlog.html
• Ongoing dialog with key contacts about issues important to them
• Personal online accounts of 9/11 drew millions of readers
• Turn all your blogging into your first eBook
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Blogging Considerations
• Find people with similar interests and they find you – capture in
your contact management system for future prospecting!
• “Comment SPAM” - big issue
(http://codex.wordpress.org/Combat_Comment_Spam)
• AudioBlogger – call Blogger and lvm – posted as MP3 file
• PhotoBlogger
• Password secured!
• Delete what you don’t want in your Blogs
• Top Blogs are primarily technical in nature
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Sampling of Blog Software
Top Blog Systems of 2004
http://www.blogger.com
http://wordpress.org
“27% of U.S. adults who go
online read blogs.”
- Anick Jesdanun, Associated Press
http://www.bloglines.com
http://www.movabletype.org
http://www.silkware.com
http://multiply.com (photo blogging)
Hosted and installed versions available for some
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Blogging Resources
Loads of Blog info
radio.weblogs.com/0107846/stories/2002/10/03/blogSoftware.html
Blog Business Summit - Seattle
www.blogbusinesssummit.com/register_google.htm
Article on Blogs applicable to those publishing books
www.wired.com/wired/archive/10.05/mustread.html?pg=2
Forum for Bloggers
http://www.forum4bloggers.com
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Interactive Brochures
• Quick, easy way to
personalize
communications
• Customizable
content
• Direct link leads
contacts back to web
site
• Workflow approval
process
• Auto generate and
send press releases
Resource: www.marqui.com
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Primary Take-aways
• Change in mindset – become indispensable
• The best service is no service
• Communicate the need for the “investment”
• Demonstrate your value to the enterprise
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Function as if it is Your Own Business
“Me, Inc.”
Manage costs: think of the entire
company, not just your immediate group.
Call Centers are the front door to your external customers.
Help Desks are the backbone that guarantees the success for
your employees to serve those end most crucial customers.
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Eliminate the unnecessary work, scaleback functions, change in mindset, and the
right team together will result in
establishing
“An indispensable Help Desk or Call
Center that’s Ahead of the Curve and
Indispensable!”
Newsletters
Loads of Content for the Service and Support
Professionals
Northwest Support Professionals
Sign up at: nwsupportprofessionals.org
Northwest Call Center Professionals
Email: [email protected]
Help Desk Northwest
Email: [email protected]
Sign up now!!
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Our Exclusive Newsletter “eSharings”
Call Center and Help Desk professional’s newsletter
focused on creating indispensable service and support
groups; comes loaded with resources, viewpoints, tips,
books, and ideas that you can apply now.
Sign up at www.hthts.com
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I would love to hear from you anytime,
[email protected]
Speaker, Consultant
High Tech High Touch Solutions, Inc.
www.hthts.com
(425) 398-9292
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Disclosure
Resources in presentation
1.
Do not in any way intend to show favoritism to any one
product or vendor.
2.
Information is offered to simply provide you resources
for gathering information.
3.
Lists are not intended to be all inclusive.
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Miscellaneous Resources
SACRED COWS MAKE THE BEST BURGERS
http://www.kriegel.com/robert_kriegel_books.htm
KCS KNOWLEDGED CENTERED SUPPORT
http://www.serviceinnovation.org/library/programs/kcs/kcs_brief.pdf
Books
Success Principles by Jack Canfield
Trump: How to Get Rich
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CRM Resources
www.best-business.us/management-crm.htm
www.crm-a.org/resources.html
www.crmportals.com/Crmworld.html
www.crmguru.com/articles/2004
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Password Resets & Provisioning
• VoiceVault http://www.voicevault.com/passwordreset.htm
• Courion http://courion.com/
• M-Tech Mercury Information Technology Inc. http://mtechit.com/
• Anixis http://www.anixis.com/
• RSA http://www.rsasecurity.com/
• Symark Software http://www.symark.com/
• Useful article that speaks to some of the different solutions
available and many other links.
http://www.nwfusion.com/supp/security2/password.html
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Perform Root Cause Analysis
“It’s Imperative!”
http://www.rootcause.com/whatsrca.htm
http://www.systems-thinking.org/rca/rootca.htm
http://www.thinkreliability.com/approach.htm#root
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“The Contact Center of the Future”
1.Multi-channel access: e-mail, Web chat, Web
callback, voice-over net, voice-over IP, Web
collaboration
2.Integrated knowledge management and contact
management tools
3.Personalization of every customer interaction
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“The Contact Center of the Future”
4. More powerful off-the-shelf telephony integration
5. Genuine customer knowledge through superior
business analytics and market intelligence
6. Front line employees who deliver extraordinary
service
7. Employees who are recognized for their
outstanding value and worth!
8. Incredible Leaders!
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•
•
•
Service Desk is often viewed as a commodity service by the lines of business in an
enterprise. Is the Service Desk actually strategic?
If a company’s Service Desk is really a Help Desk, the perception is correct, but there are strategic
uses of Service Desks as well. For example, if you take the wealth of data generated by a Service
Desk and use it as a tool to better manage the IT organization and infrastructure, that’s strategic. For
example, a company who learns from their service desk data that operating problems occur as a
result of an existing process, can benefit from learning what in that process should be re-engineered
in that process to eliminate those concerns. The Service Desk is helping the CIO make better
choices. It’s strategic when you can take the data and use it to better manage the human resources
in IT as well.
•
http://www.unisys.com/services/network__services/insights/insights__compendium/ask__the__expe
rt___d___michele__hudnall.htm
•
•
•
Ask the Expert
Service Desk Outsourcing
Michele Hudnall, Senior Research Analyst, META Group
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The Ritz-Carlton Basics
1.
The credo will be known, owned and energized by all employees.
2.
We are ladies and gentlemen serving ladies and gentlemen.
3.
The three steps of service shall be practiced by all employees.
4.
Smile. We are on stage. Always maintain positive eye contact.
5.
Use the proper vocabulary with guests. Eliminate hello, hi, okay, and folks.
6.
Uncompromising levels of cleanliness are the responsibility of every employee.
7.
Create a positive work environment. Practice teamwork and lateral service.
8.
Be an ambassador of the hotel inside and outside of the workplace. Always talk positively, no negative comments.
9.
Any employee who receives a complaint owns the complaint. (Resolve it).
10. Instant guest pacification will be insured by all. Respond to guest wishes within 10 minutes of the request. Follow-up with a
phone call within 20 minutes of the request to ensure their satisfaction.
11. Use guest incident action forms to communicate guest problems to fellow employees and managers. This will help ensure that
our guests are never forgotten.
12. Escort guests rather than pointing out directions to another area of the hotel.
13. Be knowledgeable of hotel information to answer guest inquiries
14. Use proper telephone etiquette. Answer within two rings and with a smile. Ask permission to put a caller on hold. Do not screen
calls. Eliminate call transfers whenever possible.
15. Recommend the hotel's food and beverage outlets prior to outside facilities.
16. Uniforms are to be immaculate. Wear proper footwear clean and polished and your correct nametag.
17. Ensure all employees know their roles during emergency situations and are aware of procedures. Practice fire and safety
procedures monthly.
18. Notify your supervisor immediately of hazards, injuries, equipment or assistance needs you have.
19. Practice energy conservation and proper maintenance and repair of hotel property and equipment.
20. Protecting the assets of the Ritz Carlton Hotel is the responsibility of all employees.
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Focus on the Importance & Worth of the Workforce
• Select Staff by their“Behavioral Communication Styles
• Develop in-depth personal growth plans
•
•
•
•
Understand behavioral & interpersonal skills
How to communicate with different generations
Teach focus on the Customer Experience
Measure the right thing to motivate for the reasons
you want them to be motivated
“Call monitoring to offer immediate training”
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Ask Yourself
Am I a good listener?
Can I hear what isn’t being said?
What’s it like to know me?
What’s it like to work for me?
What’s it like to work with me?
How effectively do I communicate?
Do I have goals and aspirations?
Does my enthusiasm and direction in my life
Do I really hear
and listen to
their spoken &
unspoken
words?
Do I positively impact those around me? (i.e. dreams,
goals, etc.)
Do I try things that are out of the norm or considered a risk?
Would you work for you?
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One of the sensitive measures of customer satisfaction and
depicts the higher cost per incident is how many contacts
are made per incident.
As many as 3 calls are made to get a status of an incident
already called in.
Average cost per call at the conservative $20 each, now
represents a $60 per incident cost and three calls excluding
incalculable productivity loss.
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