Want to Redesign Your Contact Centre Offer to a Multi Channel Offer Donna Middleton Director of Customer Experience Home Group LTD

The Vision Front Office Customer and Client Service Centre Satellite offices providing face to face access Front line teams with enabling technology to provide at home service Single Point of Contact Range of Access Channels Fast and Convenient One and Done Service Excellence CUSTOMERSCUSTOMERS Customer Choice Information into Intelligence Real time perf’ management Consistent Service Skilled & Knowledgeable team Standardised Processes Enabling Technology Deliberate Experience SERVICE DELIVERYSERVICE DELIVERY

Customer Promise Easy to do business with: offering choice and flexibility, building sustainable relationships and communities The service will deliver greater consistency and customer service excellence with skilled and knowledgeable customer services staff supported by standardized processes and enabling technology e.g. Knowledge tool and CRM to achieve high levels of customer fulfillment at first point of contact. The channel strategy supports the delivery of knowledge through improving knowledge and ensuring the customer is sign posted to the right channel and or person with the right skills to resolve their enquiry at the earliest point of self serve The “Art of Conversation” Curiosity – Invest in the conversation and recognize and reward the customer insight your front line agents bring to the party.

Our Future Strategy-Why go there New lower cost channels online Efficient and productive CSC team Channel Shift Respond to customer demand for online options Respond to growth in smart phones Move more knowledge online Multi-channel customer experience Use our scale to offer world-class contact centre capabilities Enterprise platform allows productivity efficiencies that can be offered to others Scale Single feedback system across all channels A consistent metric score across all channels New knowledge gathered from real enquiries Listen to the customer

Social Live Web Knowledge Call Track Mail Web/mobile apps Adapters Multi Channel Customer Interaction Phone Call Tracking Unified Desktop Case Records Knowledge Base Business Components WorkflowsAnalytics integration with third-party systems CTI DATA CONTENT BrowseSearch Guided Help Web chat FAQ Search Browse Phone Guided Help FAQ Letter Fax SMS Communities Forums Social Networks Chat Co-Browse Offer Service Management Platform Search Technical Architecture-supporting the customer journey

Real time data and analysis across multiple systems (One view) Drill down to manage by exception (Operational efficiency) The desired outcomes

Actions can be taken immediately and close to the event/issue (Responsive/flexible) Insight capability across all channels, phone, , chat, agent knowledge, web knowledge, SMS and mobile (Identify Big ticket Items) Home group will see, act and focus on high impact customer service drivers (Improved RCA- Treat cause not the symptom) The desired outcomes

The Insight Prize

I need to know I need to do I need to fix The Customer Journey- Low Effort

Questions