Interim CEO Spark NZ Home, Mobile and Business
Spark New Zealand
9:00 AM Next-Gen Service: Reducing FTE And Improving Customer Experience Through A Digital-First Service Model
The Goal: Creating a lean, digital-first contact centre model.
The Solution: Investing in digital and mobile experiences; Automating low-sentiment, high volume customer interactions through digital and AI-powered capabilities; With the Agile organisation structured, customer journeys are streamlined to remove workload and deliver amazing customer experiences.
Tools used: chatbots, virtual assistants, mobile applications, predictive analytics.
The Results: 25% Y-o-Y reduction in contact centre FTE; 25% reduction in voice calls; Increase in chat-based service delivery from 7% of total customer interactions in 2016 to 28% in 2018; Virtual assistants and chatbots address 25% of all chat-based customer interactions.
He shares insights into this journey around:
- Focusing the business on designing out friction in its business processes
- Understanding the push and pull levers across customer segments to tailor relevant service experiences and digital adoption
- Making data the foundation of service experiences
- Implementing outcome based accreditation to rebuild a high performing culture.