Why do you feel the Customer Service Summit is an important event?
The CSS event is important to leaders who are seeking to find innovative and proven ways to improve customer service and satisfaction. The mix of presenters and speakers is across many industries and types of support. The networking, ability to ask questions in an open forum, and opportunity to share experience is invaluable.
Tell us a little bit about your session and who it would be most valuable to?
The session I will be presenting on shares new ideas to answer age old problems in the contact center arena. Routing calls and incidents to agents who can answer them professionally and timely has always been an issue. By creating a new culture, process, and empowerment, we have found a way to increase satisfaction, resolution rates, and employee satisfaction, while saving money at the same time. It has truly been a game changer for Ricoh.
What are the top three trends and challenges facing customer service leaders today? Why is that?
a. Automation: Automation allows for quick, succinct, detailed, and consistent support. Less errors occur with automation. We never want to take away from great personal customer service, but there is an opportunity to some of the “low hanging fruit” use “auto-bots”, allowing for the more complex support to give more time.
b. Self Service: As more and more customers are in the “self service” generation, the demands for the type of assistance that allows them to review, troubleshoot, fix, or repair on their own goes up. Customers seek more videos, “how-tos”, electronic operator guides and strong FAQ type knowledgebases.
c. Incident Routing: This has been a pain point for inbound for many companies. It is critical to get the incidents for support to the right people for the highest likelihood of resolution. It is the reason we invented our patented process. Even with our new process, there is still a need for inbound, hence the need for the best routing possible.
What are your top three customer service priorities in 2019/20? How are you going about implementing them?
a. Increase resolution rates: Better routing, data analytics, peer reviews, and increased use of our patented process.
b. Allow customers many types of support through different platforms (text, social media, phone, chat, and augmented reality. Continue exploring partnerships in multi channel arenas. We will be seeking a great text partner in this calendar year. We have solid processes for all others, but are working on expansion and promotion of these abilities.
c. Improve customer self service options We are working internally for stronger linkage of our website and knowledgebase, as well as exploring auto bot capabilities. Our new units have self service options built into the control panels, so we will expand the usage and back end support for them.
What excites you about the current direction of customer?
The wide variety of customer types, and expectations. The range of support options continues to grow, which allows for greater customer satisfaction. It also presents challenges in opening up new ways to meet these expectations. The excitement comes when you meet these new challenges with options customers ask for, and do not even know whey want yet.