Presentation is loading. Please wait.

Presentation is loading. Please wait.

Explore Your Options High Tech High Touch Solutions Ivy Meadors Referred to as the "Female Tom Peters"; internationally renowned, award winning, speaker.

Similar presentations


Presentation on theme: "Explore Your Options High Tech High Touch Solutions Ivy Meadors Referred to as the "Female Tom Peters"; internationally renowned, award winning, speaker."— Presentation transcript:

1 Explore Your Options High Tech High Touch Solutions Ivy Meadors Referred to as the "Female Tom Peters"; internationally renowned, award winning, speaker consultant, Ivy Meadors, with over 28 years of experience, is a seasoned expert specializing in business, customer service and technical support. She is recognized as one of the industry's most respected leaders. Ivy is CEO and founder of High Tech High Touch Solutions, Inc., a full-service, vendor neutral, consulting firm specializing in service and support of the enterprise from a comprehensive viewpoint. Together with her team, she has provided innovative solutions with extraordinary results to hundreds of Fortune 1000 companies throughout the world. Her business focus is far-reaching from people considerations to best practice processes to technology solutions. Would you like to have high-performing, fully committed team members, a technologically advanced support environment, and incredibly loyal customers? High Tech High Touch Solutions, Inc. will develop your enterprise into one that offers exemplary customer services, realizes high returns on investments, has outstanding leaders and committed employees, with the primary focus always on business excellence and the customers experience. High Tech High Touch Solutions, Inc. ~~~ ~~~ ~~~www.hthts.com

2 Explore Your Options High Tech High Touch Solutions Creating Indispensable Service and Support Organizations: Avoid becoming a commodity Learn methods to make your organization become an indispensable corporate asset. The level of value provided to the organization is the distinguishing factor to determine if your Service Desk or Contact Center is indispensable. This session uses the outsourcing argument as the basis for understanding the true potential value of your Service Desk or Contact Center. What are the qualities that will guarantee management believe your operations are mission critical? This presentation shows you where to focus your efforts to realize the greatest gains. Make the most of every opportunity for improvement. Recognize and destroy the sacred cows. Learn proven methods to make your organization become an indispensable corporate asset.

3 Get Ahead of the Curve in Customer Service Create an Indispensable Organization And Avoid Becoming a Commodity Presented By Ivy Meadors

4 Explore Your Options High Tech High Touch Solutions Slides are posted at Select the Link to Slides on Home Page See end of slide deck for additional resources

5 Explore Your Options High Tech High Touch Solutions Presenting 1.Where it all started 2.Basis for outsourcing 3.Change in mindset 4.Where to focus your efforts using CRM 5.Blogging to create relationships and offer additional value

6 Explore Your Options High Tech High Touch Solutions e.html 1876: Alexander Graham Bell invented the telephone 1878: First operator and they were teenage boys. They wrestled instead of worked. They pulled pranks on callers, and even cursed at them. Were too rowdy. Switched to women. Women had pleasant voices that customers - - most of whom were men -- would like. And because society did not treat women equally, they could be paid less and supervised more strictly than men. Late 1800s. The first woman telephone operator was Emma Nutt. Late 1800s. 1900: All women operators. 600 calls per hour! Answer rate was 4 seconds. 1950: First PBX by Bell Lab 1978: First cellular telephone 1960s First Mainframes Last Cord board: Late 1800s

7 Explore Your Options High Tech High Touch Solutions 1981 First MF Problem Management Systems IBM - InfoMan & Peregrine Systems – PMS 1985 First Client Service application for PCs Windows Client Server Systems come to life Peregrine, Magic, Heat and a few others 1989 First Client Server KM System Symbologic – was Primus – now ATG U S West Communications 1989: 93% 1 st Call Resolution History of Help Desk Technology

8 Explore Your Options High Tech High Touch Solutions Just overhead Not core to the business Cheaper if someone else does it Someone else can do it better The Basis of Outsourcing Organizations generally outsource a Help Desk, not a Service Desk (ITIL) In top three jobs with highest attrition: Call Centers

9 Explore Your Options High Tech High Touch Solutions Service Desk Commodity: Help Desk logs and escalates calls Corporate Asset: Service Desks solve calls and are proactive in identifying issues and accurate solutions

10 Explore Your Options High Tech High Touch Solutions Be core to the business, not overhead Have a critical viewpoint Focus on solving business problems Goal Model: Best service is no service Be core to the business, not overhead Have a critical viewpoint Focus on solving business problems Goal Model: Best service is no service Change in Mindset Be willing to surrender what you are, for what you could become. -unknown

11 Explore Your Options High Tech High Touch Solutions Ive never had to contact Amazon about any matter. I have had, in essence, no customer service from Amazon. Put another way, I have had such perfect customer service, the service itself has been transparent. That is exactly what Amazon wants: The goal is perfect customer service through no customer service. Source: Fast Company April 2001 article: Betrayed! The Biggest Lie in Business: The Customer is In Charge

12 Explore Your Options High Tech High Touch Solutions Motivate using meaningful metrics Increase some call durations Its not how many calls you take a day or how short they are, but the quality of the exchange Only log things that are meaningful Focus on contact deflection and elimination (e.g. We have training available, you can sign up for free at…or I can do it for you right now.) Change in Mindset Have a different viewpoint: Concave Contacts

13 Explore Your Options High Tech High Touch Solutions Frontline should be the nags (ownership) Push specific information to certain customers (e.g. new application user, new car owner) Know and predict the customers needs Define practical service levels Deliver event driven notifications (e.g. Amazon.com) One Call Really Can Do it All One Call Really Can Do it All

14 Explore Your Options High Tech High Touch Solutions

15 Explore Your Options High Tech High Touch Solutions A "sacred cow, an expression related to the Hindu belief that cows are sacred, is a belief in something, that it is above criticism. There are many traditions that we uphold, many processes and methods that have become "sacred cows". They can be out dated, ineffective, even destructive, and yet we dont see them and will never consider changing them. But we must! We must seek out and destroy these destructive sacred cows. cows.asp SACRED COWS MAKE THE BEST BURGERS Follow the MAG Tape Follow the MAG Tape

16 Explore Your Options High Tech High Touch Solutions Kill the Sacred Cows People who use yesterdays thinking in todays game will be gone tomorrow - Robert Kriegel Think Lean!

17 Explore Your Options High Tech High Touch Solutions Creating a Superior Customer Experience

18 Explore Your Options High Tech High Touch Solutions Defining CRM and Contact Management Customer Relationship Management: A process or methodology used to: Learn more about customers' needs and behaviors to develop stronger relationships with them. Bring together many pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. Help businesses use technology to gain insight into the behavior of customers and the value of those customers. Contact management: Software to store, track and manage contacts CRM = Sales, Marketing, & Service

19 Explore Your Options High Tech High Touch Solutions SFA (Sales Force Automation) Leads / Prospects SFA (Sales Force Automation) Leads / Prospects NETWORKING Marketing, Campaigning NETWORKING Marketing, Campaigning CRM (Customer Relationship Management) Existing Customers CRM (Customer Relationship Management) Existing Customers Contact Management Database (CMS)

20 Explore Your Options High Tech High Touch Solutions Why Use the Technology Know….. Whos buying / reading / downloading / accessing stuff What stuff are they getting Why are they buying / reading / downloading / accessing it When was the last time they got the stuff How long since they were last touched

21 Explore Your Options High Tech High Touch Solutions Why Invest the Time and Effort Saves time later Builds rapport quickly (e.g. Karaoke, pets) Schedule follow-up activities and FUP! Differentiates you from your competitors Know your contact in real-time Every customer should be made to feel that the organization cares about them personally.

22 Explore Your Options High Tech High Touch Solutions Results… Provide a superior customer experience Offer superb value and innovations in service that others may not Increase revenues Cross-sell / up-sell products more effectively continued…

23 Explore Your Options High Tech High Touch Solutions Results… Acquire new customers through data mining Know which customers are worth investing in Help staff close deals faster / solve issues accurately Simplify marketing and sales processes 360 view of contacts

24 Explore Your Options High Tech High Touch Solutions Contributing Success Factors Must Have Strategy to contact your customers / end users Frequency Methods utilized Quality of contact Data capture process Relative to their specific interests / needs Real-time or within hours Take the time to review & update customer profiles

25 Explore Your Options High Tech High Touch Solutions Integrated Systems integration (affords event triggered s too) Auto generate invoices, contracts, quotes, etc. No duplicated data and less room for error with a single database Contributing Success Factors CMS quotes Int. Broch. blog sfa service acctng

26 Explore Your Options High Tech High Touch Solutions Telephony Data Integration Immediate access to customer details Call directly from CMS system! Caller-id CMS (i.e. Heat, Goldmine) Screen-pops profile

27 Explore Your Options High Tech High Touch Solutions Free up Critical Resources 1.Seek out customer complaints 2.Stop manual data entry efforts (e.g. Form online, generates an , call center types in each entry into system line by line. (3-5 minutes for data entry.) 3.Be sure there is value in making the effort 4.Does anyone really care about what is measured? 5. Monitor contacts, coach, reward, and take action (e.g. Didnt know they werent making any effort to up-sell, voice tone, # times customer asked them to repeat, etc.)

28 Explore Your Options High Tech High Touch Solutions A recent survey conducted jointly by Call Center Magazine and our sister publication, Managing Offshore, reflects this predicament. The survey found that 65% of companies think that their customers go away "highly satisfied" after a call, while only 22% of customers actually reported walking away "highly satisfied. ticle.jhtml?articleId= &classroom= Are they Really Satisfied?

29 Explore Your Options High Tech High Touch Solutions Telephony Utilize the telephone system more fully: s, vmails, and calls all go into the ACD queue Wrap-up / quick codes for call logging Use queues to route calls to other support groups Switching modes now…

30 Explore Your Options High Tech High Touch Solutions OK, So whats up with this Blog thing?

31 Explore Your Options High Tech High Touch Solutions A blog (weblog) is… …an online diary; a chronological log of thoughts and ideas published on a web page. …a simple form of content management Blog Examples: Project collaboration (i.e. internal corporation, with your clients team) Personal diary, your opinions, thought for the day News feeds continued… What is it?

32 Explore Your Options High Tech High Touch Solutions More Blogging…. Form of Content and Collaboration Management More Blog examples…. Favorite links, hints and tips Example Privacy Blog of links: Ongoing dialog with key contacts about issues important to them Personal online accounts of 9/11 drew millions of readers Turn all your blogging into your first eBook

33 Explore Your Options High Tech High Touch Solutions Blogging Considerations Find people with similar interests and they find you – capture in your contact management system for future prospecting! Comment SPAM - big issue (http://codex.wordpress.org/Combat_Comment_Spam) AudioBlogger – call Blogger and lvm – posted as MP3 file PhotoBlogger Password secured! Delete what you dont want in your Blogs Top Blogs are primarily technical in nature

34 Explore Your Options High Tech High Touch Solutions Sampling of Blog Software Top Blog Systems of (photo blogging) 27% of U.S. adults who go online read blogs. - Anick Jesdanun, Associated Press 27% of U.S. adults who go online read blogs. - Anick Jesdanun, Associated Press Hosted and installed versions available for some

35 Explore Your Options High Tech High Touch Solutions Blogging Resources Loads of Blog info radio.weblogs.com/ /stories/2002/10/03/blogSoftware.html Blog Business Summit - Seattle Article on Blogs applicable to those publishing books Forum for Bloggers

36 Explore Your Options High Tech High Touch Solutions Interactive Brochures Quick, easy way to personalize communications Customizable content Direct link leads contacts back to web site Workflow approval process Auto generate and send press releases Resource:

37 Explore Your Options High Tech High Touch Solutions Primary Take-aways Change in mindset – become indispensable The best service is no service Communicate the need for the investment Demonstrate your value to the enterprise

38 Explore Your Options High Tech High Touch Solutions Manage costs: think of the entire company, not just your immediate group. Call Centers are the front door to your external customers. Help Desks are the backbone that guarantees the success for your employees to serve those end most crucial customers. Function as if it is Your Own Business Me, Inc.

39 Eliminate the unnecessary work, scale- back functions, change in mindset, and the right team together will result in establishing An indispensable Help Desk or Call Center thats Ahead of the Curve and Indispensable! An indispensable Help Desk or Call Center thats Ahead of the Curve and Indispensable! Eliminate the unnecessary work, scale- back functions, change in mindset, and the right team together will result in establishing An indispensable Help Desk or Call Center thats Ahead of the Curve and Indispensable! An indispensable Help Desk or Call Center thats Ahead of the Curve and Indispensable!

40 Explore Your Options High Tech High Touch Solutions Newsletters Loads of Content for the Service and Support Professionals Northwest Support Professionals Sign up at: nwsupportprofessionals.org Northwest Call Center Professionals Help Desk Northwest Sign up now!!

41 Explore Your Options High Tech High Touch Solutions Our Exclusive Newsletter eSharings Call Center and Help Desk professionals newsletter focused on creating indispensable service and support groups; comes loaded with resources, viewpoints, tips, books, and ideas that you can apply now. Sign up at

42 Explore Your Options High Tech High Touch Solutions I would love to hear from you anytime, Speaker, Consultant High Tech High Touch Solutions, Inc. (425)

43 Explore Your Options High Tech High Touch Solutions Disclosure Resources in presentation 1.Do not in any way intend to show favoritism to any one product or vendor. 2.Information is offered to simply provide you resources for gathering information. 3.Lists are not intended to be all inclusive.

44 Explore Your Options High Tech High Touch Solutions Miscellaneous Resources SACRED COWS MAKE THE BEST BURGERS KCS KNOWLEDGED CENTERED SUPPORT Books Success Principles by Jack Canfield Trump: How to Get Rich

45 Explore Your Options High Tech High Touch Solutions CRM Resources

46 Explore Your Options High Tech High Touch Solutions Password Resets & Provisioning VoiceVault Courion M-Tech Mercury Information Technology Inc. Anixis RSA Symark Software Useful article that speaks to some of the different solutions available and many other links.

47 Explore Your Options High Tech High Touch Solutions Perform Root Cause Analysis Its Imperative!

48 Explore Your Options High Tech High Touch Solutions 1. Multi-channel access: , Web chat, Web callback, voice-over net, voice-over IP, Web collaboration 2. Integrated knowledge management and contact management tools 3. Personalization of every customer interaction The Contact Center of the Future

49 Explore Your Options High Tech High Touch Solutions 4. More powerful off-the-shelf telephony integration 5. Genuine customer knowledge through superior business analytics and market intelligence 6. Front line employees who deliver extraordinary service 7. Employees who are recognized for their outstanding value and worth! 8. Incredible Leaders! The Contact Center of the Future

50 Explore Your Options High Tech High Touch Solutions Service Desk is often viewed as a commodity service by the lines of business in an enterprise. Is the Service Desk actually strategic? If a companys Service Desk is really a Help Desk, the perception is correct, but there are strategic uses of Service Desks as well. For example, if you take the wealth of data generated by a Service Desk and use it as a tool to better manage the IT organization and infrastructure, thats strategic. For example, a company who learns from their service desk data that operating problems occur as a result of an existing process, can benefit from learning what in that process should be re-engineered in that process to eliminate those concerns. The Service Desk is helping the CIO make better choices. Its strategic when you can take the data and use it to better manage the human resources in IT as well. rt___d___michele__hudnall.htmhttp://www.unisys.com/services/network__services/insights/insights__compendium/ask__the__expe rt___d___michele__hudnall.htm Ask the Expert Service Desk Outsourcing Michele Hudnall, Senior Research Analyst, META Group

51 Explore Your Options High Tech High Touch Solutions The Ritz-Carlton Basics 1. The credo will be known, owned and energized by all employees. 2. We are ladies and gentlemen serving ladies and gentlemen. 3. The three steps of service shall be practiced by all employees. 4. Smile. We are on stage. Always maintain positive eye contact. 5. Use the proper vocabulary with guests. Eliminate hello, hi, okay, and folks. 6. Uncompromising levels of cleanliness are the responsibility of every employee. 7. Create a positive work environment. Practice teamwork and lateral service. 8. Be an ambassador of the hotel inside and outside of the workplace. Always talk positively, no negative comments. 9. Any employee who receives a complaint owns the complaint. (Resolve it). 10. Instant guest pacification will be insured by all. Respond to guest wishes within 10 minutes of the request. Follow-up with a phone call within 20 minutes of the request to ensure their satisfaction. 11. Use guest incident action forms to communicate guest problems to fellow employees and managers. This will help ensure that our guests are never forgotten. 12. Escort guests rather than pointing out directions to another area of the hotel. 13. Be knowledgeable of hotel information to answer guest inquiries 14. Use proper telephone etiquette. Answer within two rings and with a smile. Ask permission to put a caller on hold. Do not screen calls. Eliminate call transfers whenever possible. 15. Recommend the hotel's food and beverage outlets prior to outside facilities. 16. Uniforms are to be immaculate. Wear proper footwear clean and polished and your correct nametag. 17. Ensure all employees know their roles during emergency situations and are aware of procedures. Practice fire and safety procedures monthly. 18. Notify your supervisor immediately of hazards, injuries, equipment or assistance needs you have. 19. Practice energy conservation and proper maintenance and repair of hotel property and equipment. 20. Protecting the assets of the Ritz Carlton Hotel is the responsibility of all employees.

52 Explore Your Options High Tech High Touch Solutions Select Staff by theirBehavioral Communication Styles Develop in-depth personal growth plans Understand behavioral & interpersonal skills How to communicate with different generations Teach focus on the Customer Experience Measure the right thing to motivate for the reasons you want them to be motivated Focus on the Importance & Worth of the Workforce Call monitoring to offer immediate training

53 Explore Your Options High Tech High Touch Solutions Am I a good listener? Can I hear what isnt being said? Whats it like to know me? Whats it like to work for me? Whats it like to work with me? How effectively do I communicate? Do I have goals and aspirations? Does my enthusiasm and direction in my life Do I positively impact those around me? (i.e. dreams, goals, etc.) Do I try things that are out of the norm or considered a risk? Would you work for you? Ask Yourself Do I really hear and listen to their spoken & unspoken words?

54 Explore Your Options High Tech High Touch Solutions One of the sensitive measures of customer satisfaction and depicts the higher cost per incident is how many contacts are made per incident. As many as 3 calls are made to get a status of an incident already called in. Average cost per call at the conservative $20 each, now represents a $60 per incident cost and three calls excluding incalculable productivity loss.


Download ppt "Explore Your Options High Tech High Touch Solutions Ivy Meadors Referred to as the "Female Tom Peters"; internationally renowned, award winning, speaker."

Similar presentations


Ads by Google