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w h a t ’ s t h e b e s t m e t r i c f o r t h e c o n t a c t c e n t r e ?
What is the Best Metric for the Contact Centre?© Brainfood 2015 2
Making Metrics Work
What matters?
What is the Best Metric for the Contact Centre?© Brainfood 2015 3
What is your focus?
Making Metrics Work
What is the Best Metric for the Contact Centre?© Brainfood 2015
Making Metrics Work
What’s your signal:noise ratio?
What is the Best Metric for the Contact Centre?© Brainfood 2015
How real time is your insight?
Making Metrics Work
What is the Best Metric for the Contact Centre?© Brainfood 2015
Current Priorities
U s i n g M u l t i - C h a n n e l I n t e r a c t i o n s T o F i n d T h e C h a n g e s Y o u r C u s t o m e r s R e a l l y W a n tA BrainFood Product © BridgeHouseConsulting Ltd 2011
Which metrics do you rely on most?
Customer Effort
What is the Best Metric for the Contact Centre?© Brainfood 2015
Source: Parature 2014 State of Multichannel Customer Service Survey – 1,000 US consumers
C.Effort The Constant Villain
US 2014
What is the Best Metric for the Contact Centre?© Brainfood 2015
UK 2015
C.Effort The Constant Villain
What is the Best Metric for the Contact Centre?© Brainfood 2015
Current Priorities
Why 1st Time Is So Popular
Effort v NPS
What is the Best Metric for the Contact Centre?© Brainfood 2015
Current Priorities
What is the Best Metric for the Contact Centre?© Brainfood 2015
When To Use
NPS Effort
Strategically Tactically
CX Index
What is the Best Metric for the Contact Centre?© Brainfood 2015 1 6
Customer Dissatisfaction
Customer Effort
DissatisfactionIndex
0%
5%
10%
15%
20%
25%
30%
35%
40%
394
% Search Hit (AllCalls)
Avg Call Duration (sec) (AllCalls)
45%364 352
21%
31%
43%
CX Index
A p o l o g i e sC o m p l a i n t sC o n f u s i o n
D i s a p p o i n t e dF r u s t r a t e d
C a l l u s b a c kC a l l y o u b a c k
E s c a l a ti o nH a v e n ’ t h e a r
H o l dR e p e a t c a l l e r
D e d u p l i c a t e dl i s t
What is the Best Metric for the Contact Centre?© Brainfood 2015
CX Trend
Page 17
• Customer Effort spike on Sat 10th January• Driven by increases Hold and Call
Back usage
• Between 8:00 and 8:30am
• Drill to subset of calls for root cause
• Hypothesis: Customers chasing deliveries as First Saturday after New Year break
What is the Best Metric for the Contact Centre?© Brainfood 2015 1 8
W h a t ’s G o i n g O n ?
Emotion
What is the Best Metric for the Contact Centre?© Brainfood 2015
A Hierarchy Of Need
What is the Best Metric for the Contact Centre?© Brainfood 2015 2 1
What is the Best Metric for the Contact Centre?© Brainfood 2015 2 2
What is the Best Metric for the Contact Centre?© Brainfood 2015
A Hierarchy Of Need
Leaders Laggards
positive:negative experiences delivered
QualityScores
I n s i d e O u t O u t s i d e In
C o n v e r s a t i o nF o c u s
ScriptAdherence
ConversationGuidelines
(as customer benefits)
Real TimeSituation Empathy
A s s e s s m e n tM i n d s e t
Right/WrongScoring
Better/WorseImplementation
Interpretation OfWhat Mattered
(customer-legal-regulation)
C o n v e r s a t i o nF r a m e w o r k
Assessment Form
These Things Always Matter
Customer Journey
Do The Following Things
Which Things Matter?
Customer Journey
Respond Authentically
These Things Always Matter
Do The Following Things
M g t : A d v i s o rR e l a t i o n s h i p
Command/ControlMicro Management
CollaborativeCoaching
CreativePeer To Peer
Pass/FailM e a s u r i n gO u t c o m e s
Customer Opinion Customer OpinionCustomer Understanding
Personal Judgement
Compliance
What is the Best Metric for the Contact Centre?© Brainfood 2015 P a g e 2 7
Compliance Executive Dashboard
What is the Best Metric for the Contact Centre?© Brainfood 2015 Page 28
© 2015 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
This advisor has steadily improved. They have now reached 100% compliance
Dashboard Report - Advisors
What is the Best Metric for the Contact Centre?© Brainfood 2015 Page 29 © 2015 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
This advisor remains inconsistent. Weaknesses in ‘contact us’ and ‘cooling off’
Dashboard Report - Advisors
What is the Best Metric for the Contact Centre?© Brainfood 2015 Page 30 © 2015 Nexidia, Inc. CONFIDENTIAL. DO NOT DISTRIBUTE
Quality Assessors View
Dashboards
What is the Best Metric for the Contact Centre?© Brainfood 2015
Execs Dashboard
What is the Best Metric for the Contact Centre?© Brainfood 2015
© 2014 Nexidia, Inc.
TL’s Real Time Alerts
U s i n g M u l t i - C h a n n e l I n t e r a c t i o n s T o F i n d T h e C h a n g e s Y o u r C u s t o m e r s R e a l l y W a n tA BrainFood Product © BridgeHouseConsulting Ltd 2011
What information do you have on your wallboards?
w h a t ’ s t h e b e s t m e t r i c f o r t h e c o n t a c t c e n t r e ?
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