What's The Best Metric For The Contact Centre?

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?


How real time is your insight?

Making Metrics Work


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


Source: Parature 2014 State of Multichannel Customer Service Survey – 1,000 US consumers

C.Effort The Constant Villain

US 2014


UK 2015

C.Effort The Constant Villain


Current Priorities

Why 1st Time Is So Popular

Effort v NPS


Current Priorities


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


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


W h a t ’s G o i n g O n ?

Emotion


A Hierarchy Of Need




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


Execs Dashboard


© 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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What's The Best Metric For The Contact Centre?