Martin Jukes October 2020
Customer needs and expectations Office Cultural closures change Virtual 2020 predictions working Technology Customer did not include enabling experience Service Covid-19!!! delivery
Cope Establish Review March May October
• Customers acceptance • Honeymoon is over – frustration with excuses • Homeworking is not for all • Not all homes are suitable • Not all environments are suitable • Socialisation • Teamworking • Business environment changing • Products and service developments • Some products no longer appropriate
Office based Operating model Virtual Survival Maintain Growth Strategy / Operational focus
Other Layers Operating model Products/services Customer needs Financial Process change Strategy / Operational focus People
Stay Can’t cope Can’t deliver
Finance Objectives What are the How is it going to objectives and the be financed? Set purpose of the up and ongoing centre? costs Governance Business Case Is there a business How will the case for the Contac Centre be Contact Centre? managed? Who will be accountable? Customer Experience Measures What does the service How will success look like from a customers be measured? perspective?
Customer Customer Experience Experience Process / Place Knowledge Operations Place Strategy and Strategy and Design TO Design Operations Technology Technology People People Process
Customers have Experience Increasing different wants and management Adoption of needs Technology • Good for some but not all • Vulnerability increasing • Online shopping • Choices removed • Organisations • Telephone consultations • Forced channel shift responsibility to • Individual preferences • Self service customers? Or is it? • Video
Use technology to share knowledge • Efficiency • Performance management • Effectiveness • Consistency across all • Quality managememt • Adapt to changing touchpoints environment • Improved customer • Journey orchestration and user experiences Business Operational processes changes process change
Technology enabled and supported Developments and solutions projects – proceed • AI or delay? • Chatbots • Virtual assistants • Self service
What skills do they need • Empathy • Access to knowledge rather What support and tools than all knowledge • Solution driven do they need? • Feedback How do we look after • Knowledge them? • Communication/inclusion • Increased management/supervision overhead • Customer behaviours not always positive • Wellbeing – mental and physical
Agile working Office – hot desking consolidation Financial WFH is not decisions not good and always suitable for considering everyone full picture
• Developments need to be appropriate • Review strategy and ensure Contact Centre delivers • Think about Short, Medium and Long timescales • Find out what matters to customers • Design around Customer Experience • Continuous Review is more important than ever
martin@mpathyplus.co.uk www.mpathyplus.co.uk 08450 569800
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