Friday, August 26th, 2016

Chicago Marriott O’Hare
8535 W Higgins Rd, Chicago, IL

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Objectives:

  • Share ground-breaking research on one contact resolution
  • To review the core best practices of the book’s featured award-winning organizations and how the central learnings can be applied
  • To create a road map of your organization’s individual channel measurement processes and consolidate them into a centralized view of OCR and customer experience

Agenda:

Agenda Overview
Friday, August 26th, 2016
7:30 – 8:00 am Continental breakfast
8:00 – 9:30 am Highlights from “One Contact Resolution” Book
Mike will share the highlights from the One Contact Resolution book focusing on contact channel operations, customer experience research, and best practices. Specifically, SQM will share contact channel (i.e., call center, web self-service, IVR self-service, email, etc.) FCR and OCR research based on over 500 contact centers and conducting over 7.5 million surveys.

  • Customer expectations when using a contact channel
  • How to define and measure one contact resolution
  • The benefits of using the one contact resolution metric
  • The differences between one contact resolution and first contact resolution
  • One contact resolution results for all major contact channels
  • Who should own the one contact resolution metric
  • How many contact channels customers use to resolve the same inquiry
  • Whether customers like to channel hop for resolving an inquiry
  • One contact resolution and first contact resolution performance rating differences
  • Customer satisfaction impact when two channels are used
  • The business case for measuring one contact resolution
9:30 – 10:15 am Contact Channels Best Practice: Call Center Channel

SQM has itemized 10 best practices for the call center channel, however the most effective in driving improved OCR, FCR, Esat and Csat is the VoC Performance Management System. This is so effective that some call centers have improved their FCR by as much as 12% in as little as 30 days. For the average call center that SQM benchmarks, a 1% improvement in FCR equals $286,000 in annual operational savings.

  • Performance difference between highest and lowest CSRs
  • The accountability metrics for VoC performance management
  • Designing and implementing a VoC performance improvement plan targeting the lowest 15% of performers
  • Aligning the performance appraisal system to VoC
  • Redesigning compensation pay to VoC performance
  • Key questions for assessing your practices
  • Highlights from our Best Practice Winner
10:15 – 10:45 am Coffee break
10:45 – 11:15 am Contact Channels Best Practice: Web Self-Service

  • Web self-service research
  • What information are customers looking for? Authenticated versus non-authenticated
  • Web self-service usage frequency
  • Web self-service customer experience
  • Web self-service targeted opportunities for improvement
  • Research on customers who used web self-service and another channel
  • Key questions for assessing your practices
  • Highlights from our Best Practice Winner
11:15 am – 12:00 pm Contact Channels Best Practice: IVR Self-Service

  • IVR self-service customer experience research
  • Touch Tone, speech or visual
  • Designing the IVR for the right call types
  • Best practices with the zero-out option
  • Best practices on menu design
  • Natural language understanding
  • Best practices on transferring out of the IVR
  • Best practices on channel containment
  • Key questions for assessing your practices
  • Highlights from our Best Practice Winner
12:00 – 1:00 pm Lunch
1:00 – 1:45 pm Contact Channels Best Practice: Email

  • Email customer experience research
  • Email service delivery
    • Performance best practice standards
    • Productivity expectations
  • Best practices for Email management
  • Escalation and complaint management
  • Key questions for assessing your practices
  • Highlights from our Best Practice Winner
1:45 – 2:15 pm Contact Channels Best Practice: Chat

  • Chat channel customer experience research
  • Chat service delivery
  • Response time best practice standards
  • Best practices for chat management
  • Proactive chat practice
  • Key questions for assessing your practices
  • Highlights from our Best Practice Winner
2:15 – 2:45 pm Contact Channels Best Practice: Omni-Channel

  • Definitions of:
    • Omni-channel
    • Multi-channel
    • One Contact Resolution
  • Omni-channel customer experience research
  • Omni-channel service delivery
  • Performance best practice standards
  • Surveying best practices
  • Key questions for assessing your practices
  • Highlights from our Best Practice Winner
2:45 – 3:00 pm Coffee break
3:00 – 3:45 pm Measuring and Improving the Customer Experience Across all Organization Contact Channels

  1. What metrics do you want to use?
  2. What are the world class service standards for those metrics
  3. Pros and cons of survey methodology for each channel
  4. How will you identify the opportunities for improvement for each channel?
  5. How to use customer journey mapping?
  6. What is the best improvement process?
3:45 – 4:00 pm Summary and Next Steps
4:00 pm Close of event

Price: $750 per person

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