Five Essentials for Building a Culture of Service Success Within

Five Essentials for Building a Culture of Service Success Within Your Contact Center Bob Kelly, RSM Adapt Telephony Services, LLC

Adapt Complete client care Program/Project management Implementation Software applications development Testing Training Support Account management Consulting & best practices

Customer Experience The Perception More Loyal The Reality Less Loyal Below Customer Expectations Meets Customer Expectations Exceeds Customer Expectations “Delight” only happens 16% of the time “Delight” increases operating costs 10-20% Findings: Companies focused on delighting their customers Enabler: Social Media Conclusion: Don’t exceed customer expectations just make it easy.

Five Essentials for Building a Culture of Service Success Within Your Contact Center Booth #47

1. Hire the right talent

Hire the right talent Interviewing Consider remote working to expand your talent pool Hire experts

2. Educate, not train, your agents on how to deliver service

Front end your calls first IVR, chat bots, AI tools are handling the simple questions Callers that make it to your agents want experts

Educate your agents “We have two edges over our competition – how we serve the customer and our knowledge.” 1. Make the customer smarter than they were before they called. 2. Empower your employees. We only give our agents two scripted items – intro statement and closing statement.

3. Enable your agents with the right technology

Enable your agents Omnichannel UI – Inbound channels – Outbound channels – Blended – seamless transitions Desktop consolidation – Embedded applications – Screen pop Agent assistance Cloud solutions

4. Monitor and adjust constantly

Monitor your agents Traditional KPIs Product knowledge Maintaining quality can be hard but not if you have the right tools – – – – – – 14 Real-time speech analytics Text analytics Screen recording Agent scorecard review Customer Feedback/Surveys LMS

5. Recognize and reward your front line

Reward and recognize your employees Employee Engagement Real-time Feedback Motivation Learning 16

Reward and recognize your employees Keeping talent is better than losing talent Agents know what customers want/need Churn in the contact center is good ONLY if it is used for the benefit of the organization through promotion 17

Five Essentials for Building a Culture of Service Success Within Your Contact Center Bob Kelly, RSM Adapt Telephony Services, LLC