1. Customer Experience: This is Now
Atlantic broadband
Customer Experience: This is Now

2. ATLANTIC BROADBAND OVERVIEW5
ATLANTIC BROADBAND OVERVIEW
Broadband Operations providing Internet, Video and Phone Services to Residential & Business Customers from Maine to Florida
More than 470,000 residential and business customers
Nearly 1,400 employees across all operating locations and disciplines
9th Largest Broadband Company in the United States

3. ABB 2009 ABB 2019 ABB’s 10 Year Challenge
Omni-channel contact center: Voice, Chat, IVR, Social Media and SMS
50% of ABB customers signed up for paperless billing only and manage their bill online
35% of all calls are contained via the IVR per month
Natural Speech recognition IVR
Website orders make up 17%+ of total residential order volume
10% of all device installs are completed via self-service
Centralized OneView HelpDesk Customer Ticket portal manages customer escalations
Omni-channel training approach: classroom and e-learning (ABB U)
Limited website self-service for support
20% of ABB customers signed up for paperless billing only
Customer notifications completed via Robo Calls or Direct Mail only
Outage messaging limited to IVR only
No Social Media presence
Limited support tools
Appointment notifications completed by dispatchers or technicians via call only
Escalations handled via s only
Employee training via class room and training alerts only

4. Customer experience Customer Experience Product & Sales Experts
Be easy to do business with
Shift hiring focus to technical care agents from traditional “billing” Care agents to better enable One Call Resolution.
Focus on First Call/One Call Resolution and reduce repeat calls.
Regimented Help Desk escalation focus for same day/next day resolution.
New IVR/ACD platform to enable better call routing, IVR containment/self-service, improved agent experience with screen pop software.
Technology investments in virtual support solutions, powered by AI & AR to simplify technology through the eyes of our customers.
CSG’s WorkForce Management solution with enhanced Appointment Notification/SMS enablement.
Sales agents need to be product experts
Inbound Sales follows High Impact Sales philosophy – Selling the Value.
Impactful Commission program – aimed to drive and reward multi-product sell-in and high margin products (HSD & Phone).
E-Commerce & Online Account Management
Simple. Easy. Reliable.
Launched My Services customer portal gateway to Single Sign On.
Simple, dynamic and customizable shopping cart, utilizing CSG’s Order Services Gateway.
Customer Loyalty
Anticipate and deliver
Be proactive – customer journey analytics to drive consistent customer communication action.
Understanding the customers journey with ABB and customize ongoing touchpoints to engage the customer at time of install, post install, service anniversaries and service interruption moments.

5. The CASE FOR ONE CALL/FIRST CALL RESOLUTION
For every 1% improvement in FCR you reduce your operating costs by 1%
1. Reduce Operating Costs
For every 1% improvement in FCR there is a 1% improvement in Csat
2. Improve Customer Satisfaction
For every 1% improvement in FCR there can be a 1% to 5% improvement in Esat
3. Improve Employee Satisfaction
When a customer’s call is resolved the customer cross-selling acceptance rate increases by up to 20%
4. Increase Opportunities
to Sell
98% of customers will continue to do business with the organization as a result of achieving FCR
5. Reduce
Customers
at Risk 1
According to SQM,
World Class level FCR target is 75-80%
Note 1: SQM is leading market research specialist firm for benchmarking, tracking, and improving customer and employee experience, powered by SQM’s mySQM CX Insights software. Partners with both CCX and ABB.

6. VOC & Employee engagement programs
Quarterly Employee Newsletter – recognizing ABB Service Hero’s across ABB.
Quarterly It’s For You Events Program
Consistent Daily, Weekly Coaching & Development Pathway
Annual Benchmarking Study measuring NPS, NRI (Net Retention Index), CSAT
Daily Transactional NPS – drilling down to employee level – 20% response rate due to same day robo call survey. Soon to trial and SMS.
Perception NPS via
Rigorously monitoring Social Media with 24/7 response
Customer Journey Analytics
Customer Forgiveness Actions