Sonera Contact Center Forum 201610.5.2016

Tervetuloa!

Ohjelma

12:30 Lounas13:00 Tilaisuuden avaus - Laura Valojärvi, Sonera

Miten luodaan saumaton asiakaskokemus?Harri Vainio, Palveluliiketoiminnan muotoilija, Palmu Oy

Latest Contact Center Trends & live demosClaes Höjenberg, Manager, Contact Center Solutions, TeliaSoneraJonas Fogelberg, Customer Experience Manager, TeliaSonera

14:35 Kahvitauko 25 min

Case SoneraHeli Partanen, Director of Consumer Services, Sonera

16:00 Yhteenveto ja verkostoitumista16:30 Tilaisuus päättyy

Asiakaskokemus asiakaspalvelussa

NPS = 0

HYGIENIATEKIJÄT

VaivattomuusSaatavuusSaumattomuus

KOKEMUKSELLISET TEKIJÄT

UskottavuusLuotettavuusMerkityksellisyys

Miksi puhumme usein vain näistä digitaalisen asiakaspalvelun yhteydessä?

Miksi unohdamme nämä tai keskitymme näihin vain kasvotusten tapahtuvassa palvelutilanteissa?

Omnichannel rikkoo suunnitellut asiakaspolut

Mobiilipalvelut tekivät asiakkaista arvaamattomia

2000 2005 2010

?

Proceedings of HCI International 2015Satu Peltola, Harri Vainio (Palmu)Marko Nieminen Aalto University)

Key Factors in Developing Omnichannel Customer Experience

‘Our conclusion is that a good omnichannel customer experience lies in unity in retailer’s organizational culture, pricing and operations and communications, as well as seamless and intuitive linking of consumer touch-points. In unison, these factors result to better omnichannel customer experience, but require a more profound approach in omnichannel development to more traditional channel and interface development.’

&

Ensimmäiset verkkokaupat syntyvät

Verkkokaupat yleistyvät ja mobiilipalvelut syntyvät

Palvelut ovat saatavilla missä vain ja milloin vain

Palvelukehitys on kanavakohtaista Palvelukehitys muuttuu monikanavaiseksi (multichannel)

Palvelukehitys muuttuu ylikanavaiseksi (omnichannel)

Kanavajohtajat optimoivat kunkin kanavan myyntiä, asiakas-kokemusta ja

tehokkuutta erikseen

Palvelujohtajat optimoivat kehitystä monikanavaisten prosessien ja

asiakaspolkujen avulla

Kehittäjät yrittävät yhä mallintaa asiakkaiden käytöstä, mutta asiakkaat

valitsevat reittinsä mielivaltaisesti

MYYMÄLÄ

VERKKOKAUPPA

MYYMÄLÄ

VERKKOKAUPPA

MOBIILI

MYYMÄLÄ

VERKKOKAUPPA

MOBIILI

Kilpailijan tarjoama kohtaamispiste

Yritykseni tarjoama kohtaamispiste

Omnichannel-kohtaamiset muodostavat asiakkaalle shakkilaudan

Menestystekijät omnichannel-palveluissa

3. Yhtenäisyys

Yhtenäistä omien palvelupisteiden arvolupaus, hinnoittelu, tuotetiedot, taustaprosessit ja palvelu-kulttuuri, niin asiakas saa yhtenäisen kokemuksen.

2. Intuitiivisuus

Kehitetä jokaiseen kohtaamiseen kilpailukykyiset askelmerkit seuraaviin mahdollisiin kohtaamisiin menettämättä asiakasta kilpailijalle – askel kerrallaan, ei koko polkua optimoiden.

1. Ylivoimaiset tilanteet

Keskity voittamaan harvat ja valikoidut tilanteet ylivoimaisesti. Näin saat asiakkaan hyppäämään laudallesi.

Trends in customer experience

Jonas Fogelberg

Customer Experience Manager

New in

December

2015…

”CALL US!”

wants to self serve

on your website

82%companies expect to

compete with customer

experience 2016

9 of10of customers experiencing

low effort will stay loyal

95%

see live person support as

one of the most important

features on a website

44%of your customers use more

than 7 different channels

every day

1/3of customers

switch supplier due to

poor service and

disengaged agents

68%

YOUR CUSTOMER JOURNEYS – WHERE DO THEY FEEL ”PAIN”?

• Google search is the benchmark

• Your information must be easy to

share on social media

• Generation Z hates email from you

TAILOR FOR GENERATIONS

YOUNGER PREFER TO SEARCHELDERLY WANTS TO BE SERVED

Gothenburg city society analysis 2015

Customer expectations:

Remember ME and my HISTORY

THE CUSTOMER JOURNEY –SAME BUSINESS BUT SEVERAL CHANNELS

DECISION!

Web/IVR

sms

E-mail

Chat

Phone

Video

COMPLEX ISSUES REQUIRES OTHER CHANNELS

• Sales

• Complaints

• Advice

• Ordering

• Support

• Information

”Google will move from mobile first to an AI first world”

”In 10 years time, AI is better than humans”

THANK YOU

The chat channel

Claes Höjenberg

Manager Contact Center Solutions

+70%

WHERE DO WE PUTTHE CHAT?

CLASSIC PREDICTABLE.

JUST-IN-TIME CONVERSION OPTIMIZATION.

www

www

www

How can we help you?

1 2 3

CENTER OF THE PARTYHIGH AVAILABILITY.

ALWAYS THERE EASY TO FIND.

WHAT SHOULD THE CHAT LOOK LIKE?

If you need help, we’re happy to assist you!

Please enter your name.

Chat

Need help choosing the right insurance?

Please enter your name.

| Name Start chat

Would you like to chat with our insurance expert?

Queue time; 30 seconds.

| Your name Start chat

Version B

Version A

Version C

CHAT DEMO

PARALELL CHATSDIALOGUE ALERTSPRIORITY QUEUESQUICK TEXTS

CHAT DEMO

CHAT WITH CO-BROWSING

HOW DO WE MEASURECHATS?

EXPOSURE TRAFFIC

VOLUMEAVAILABILITYQUEUE TIMECHAT TIMEWRAP UP TIMEERRAND TIMEHANDLING TIMEAGENT

COMPARE WITH OTHERS

26 MILLIONCONTACTS/YEAR

WHAT’S UP RIGHT NOW?

ARE THE CUSTOMERS HAPPY?

TRAFFIC VOLUMEAGENTSQUALIFIEDOFFERSACCEPTED

CASE TELIA ONLINE CUSTOMER SERVICE

ONLINE CHANNELS, CHAT, EMAIL, SOCIAL MEDIA, WEB CALLBACK

SUPPORT AND SALES

120 COWORKERS

45 000 CHAT/MONTH

AVERAGE AGE CUSTOMERS 42 YEARS

INTRODUCED MEDIA BLENDING USING CHAT AND EMAIL

READY TIME REDUCED FROM 20% TO 3%

RESPONSE TIME EMAIL REDUCED BY 50%

COACHING AND DIALOGUE TRAINING IS IMPORTANT

A GOOD CUSTOMER EXPERIENCE AS IMPORTANT IN CHAT - NOT TO SHORT AND ”ROBOTIC”

HITRATE SALES 20%

LESS TRANSFERS THAN PHONE

CUSTOMER SATISFACTION 10% HIGHER THAN PHONE

RESOLUTION GRADE HIGHER THEN PHONE

THANKS

ROBOT AUTOMATIONCUSTOMER INTERACTION ANALYTICS

ROBOT AUTOMATION

49

A light-touch, Band-Aid for business

Easily managed, business driven

Mimics a human’s action in completing a task

Focus on what is important

Co-workers satisfaction

Improving efficiency / cost savings

Reducing processing time / handle time

Eliminating processing errors

WHY ROBOTS?

‘‘Automation redefines our service’’

Gothenburg city

TASK AUTOMATION SPECTRA

Manual Assisted Unassisted

Judgment basedCustomer focusedProblem solvingUnstructuredValue adding

RepetitiveSemi structuredCustomer facingManually triggered

RepetitiveRules drivenStructuredSchedule/event driven

53

AUTOMATE ANYTHING

Mouse Selection

Web Services Invocation & DB Queries

Screen Navigation

Log-in/out of applications

Field Entry

Transact with any IT application in the same way a human would, to perform rule based work

Copy & Paste

CUSTOMERINTERACTION ANALYTICS

orActionable IntelligenceAnalytics Driven QM

QUALITY MANAGEMENT EVOLUTION

Co-listeningCustomer Survey

QM tool

Targeted listening

Real-Time Guidance

Interaction Analytics

QM +Word spotting

Recording – voice & screen

Big Data

Root Cause Analysis

Business Intelligence Support

Statistics

AGENT

PERFORMANCE

BUSINESS

INSIGHTS

Coaching

BUSINESS INTELLIGENCE – TELIA BICC

QUALITY MANAGEMENT EVOLUTION

Co-listeningCustomer Survey

QM tool

Targeted listening

Real-Time Guidance

Interaction Analytics

QM +Word spotting

Irecording – voice & screen

Big Data

Root Cause Analysis

Business Intelligence Support

Statistics

AGENT

PERFORMANCE

BUSINESS

INSIGHTS

OUTSTANDING

CUSTOMER

EXPERIENCE

Coaching

UNLOCK THE POTENTIAL IN YOUR HIDDEN INTERACTIONS

Transactional data

• 34 years old

• VIP customer

• Payed with VISA card

• Called support

• Length 180 cm

• Shoe size…

Interaction Data

I was promised free

surf in the store

I didn’t order a new

SIM card – just a

twin SIM card

How do I activate

my e-mail. I didn’t

find any info on

your website.

59

TELIA SWEDEN CUSTOMER SERVICES – IA PILOT

Customer

Experience

• CSAT

• Churn

• Upsell

opportunities

Call Volume

Reduction

• Repeat Calls

• Transfers

• Self-Service

Call Handling

• Dialog

improvement

• Inappropriate

behaviours

WFM

Visibility

• Call Reasons

• Real-Time

Management

• AHT

Optimisation

QM Process

enhancement

• Call

selection

• Employee

engagement

• Reporting

UNLOCK THE POTENTIAL IN YOUR HIDDEN INTERACTIONS

Transactional data

• 34 years old

• VIP customer

• Payed with VISA card

• Called support

• Length 180 cm

• Shoe size…

Interaction Data

I was promised free

surf in the store

I didn’t order a new

SIM card – just a

twin SIM card

How do I activate

my e-mail. I didn’t

find any info on

your website.

NEWS IN CALLGUIDE 9

CallGuide

Power to the coach

FOR THE IT MANAGER

POWER TO THE AGENT

POWER TO THE COACH

MEET THE CUSTOMER ONLINE!

FUTURE

TELIA CALLGUIDE CONTACT CENTER

SUITEwww

Backoffice

Sales

Field workers

Agent

Online sales

Operator

Customer interaction experience

Advanced

Contact routing

Contact archive

Recording

Access system

Statistics

Business

intelligence

Work force

planning

Real time

supervision

Coach

Staff planning

Analytics

Adapters &

Open interfaces

Collectingfacts

Analyze

Inform

Improve

CampaignOnline

Web SDK

www

www

Quality

management

DESIGN THE CUSTOMER EXPERIENCE ONLINE!

CALLGUIDE WEB DEVELOPMENT KIT

CHAT

PROACTIVE WEB

CALLBACK

CO-BROWSING

THE CHAT CAN ALWAYS BE THERE

TOGGLE

EASY TO INSTALL ON YOUR WEBSITE – A COUPLE OF LINES

KEEP YOUR SITE FAST WITH CHAT< 300 KB

DISPLAY QUEUE TIME AND

QUEUE POSTION

QUEUE POSITION

NEW RESPONSIVE DESIGN

EASY TO CUSTOMIZE:

DISPLAY THE AGENT NAME?

TIMESTAMPS?

ICONS?

FONTS AND COLOURS?

FLOATING CHAT WINDOW

OPTIMIZED FOR CO-BROWSING

SWAP SITE AND THE CHAT WILL FOLLOW

THE CUSTOMER CAN MOVE THE CHAT

NEW FACEBOOK ADAPTER

9.1

MULTIPLE MESSAGES HANDLED AS A THREAD IN ONE CONTACT

FACEBOOK CONTACTS ARE STORED IN CALLGUIDE INTERACTION VIEW

INTERACTION VIEW IS A SEARCHABLE ARCHIVE

MESSAGES ARE STORED AS LINKS TO FACEBOOK

POWER TO THE AGENT

YEARS OF USER DRIVEN IMPROVEMENTS

CALLGUIDE AGENTCALLGUIDE AGENT

CALLGUIDE AGENTCALLGUIDE AGENT

CALLGUIDE AGENT

CALLGUIDE AGENTCALLGUIDE AGENT

50 000 USERS

CALLGUIDE EDGE CallGuide Edge Agent 9.0

CALLGUIDE EDGE AGENT

9.1

Incoming calls and callback

Use both CALLGUIDE AGENT and

CALLGUIDE EDGE AGENT

Central upgrade on demand and easy onboarding

Robust mechanism handles small disturbances in your network

BLEND

POWER TO THE COACH

POWER TO THE COACH

CONFIGURE! NOSCRIPTING OR PROGRAMMING!

DO IT YOURSELF! NO CONSULTING!

DELEGATE

ACCESS FUNCTIONS

ACCESS AREAS

ALL MEDIA IN ONE SYSTEM

ONE TOOL

COMPARABLE STATISTICS

OPTIMIZE THEWORKFORCE

FIND EXTRA AGENTS REGARDLESS OF SKILL –AND LOG THEM IN!

9.1

SCHEDULED CALLBACK

8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00

Incoming calls

Available work force

Scheduled callbacks

CALLGUIDESURVEY

SMS SURVEY

9.1LOW EFFORT –HIGHER ANSWER RATE

Did you get your case solved? Reply to this

text with any of the following answers:

Yes

No

What did you think about our customer

service? Reply to this text with the following

answer:

Very good

Good

OK

Not quite good

BadWas it easy to get your case resolved on a

scale of 1-7, where 7 is very simple and one

complicated? Reply to this message!

WORKFORCE MANAGEMENTTELEOPTI WFM 8.4 WITH CALLGUIDE

FOR THE IT MANAGER

SECURITY AND

SIMPLICITY

Do you administrate employees in many systems?

Are the user accounts disabled in all systems when an employee leaves the company?

Synchronize with Microsoft AD

Single Sign On with Microsoft ADFS 3.0

ROADMAP & FUTURE

A PHONE IN THE WEB BROWSER

CALLS VIA WEB BROWSER

VIDEO VIA WEB BROWSER

USING WebRTCOVER INTERNET

SELF LEARNING SYSTEMS, ARTIFICAL INTELLIGENCE & NEURAL NETWORKS

ROBOTS

SELF LEARNINGASSISTANTS SMART ROUTING

PRIORITY

BUSINESS INTELLIGENCE

KNOWLEDGE BASE FOR AGENTS

THANK YOU

Ohjelma

12:30 Lounas13:00 Tilaisuuden avaus - Laura Valojärvi, Sonera

Miten luodaan saumaton asiakaskokemus?Harri Vainio, Palveluliiketoiminnan muotoilija, Palmu Oy

Latest Contact Center Trends & live demosClaes Höjenberg, Manager, Contact Center Solutions, TeliaSoneraJonas Fogelberg, Customer Experience Manager, TeliaSonera

14:35 Kahvitauko 25 min

Case SoneraHeli Partanen, Director of Consumer Services, Sonera

16:00 Yhteenveto ja verkostoitumista16:30 Tilaisuus päättyy

Kahvitauko

New Generation

Telco

Muutamme

maailmaa Asiakkaidemme

ehdoilla

Sonera Contact Center Forum 2016

10.5.2016Heli Partanen, Consumer Services, Sonera

Asiointikanavat muuttuvat; B2C 2015 2016

B2C Voluumit 2016

Mobiilisovellusesimerkki

Asiakkaalla on tunne

vaivattomasta,

saumattomasta ja

henkilökohtaisesta

palvelusta. Se luo

hänelle hyvän fiiliksen,

joka jää mieleen.

Online -Etuovi palveluihimme

Aina askeleen edellä –Palvelua asiakkaan elinkaaren mukaan

Yhteinen First Line

Asiakkuuden arvon kasvattaminen – Yksi lisää

KANAVAT

ASIAKAS

CHAT

OUTBOUNDSONERAN AMMATTILAISET

Toimimme monikanavaisessa ympäristössä

www

@

TAKAISINSOITTO

AJANVARAUS

SIIRTOPUHELUT

PUHELU

SÄHKÖPOSTI

CHAT

SOSIAALINEN MEDIA

MOBIILI-SOVELLUKSET

KAUPAT

Toimintatapoja matkan varrelta

Some Partio

Kvalitatiivinen viankorjaus

Proaktiivinen puhelunohjaus

Chat-tiimien luonti

Proaktiivinen chat

”Oikeat ihmiset oikeilla paikoilla”

Discin hyödyntäminen

Toivo omat työvuorot

Sonera Klaani

Asiakkaidemme ehdoilla

• Asiakasymmärrys ohjaa

toimintaamme – Enemmän elämää

• Pohjana vahvat arvomme

Care SimplifyDare

Kiitos!Kysymyksiä, kommentteja?

Professional/

ComplexEntry Level

Sonera asiakaspalveluratkaisut

Asiakaspalvelutoiminnan

laajuus

Voice Multichannel Omnichannel

Mid segment

Chat

Asiakaspalvelun toiminnallisuuden laajuus

Kiitos!