Saving Customer Service from un-Productive Automation
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The document discusses the impact of automation on customer service and emphasizes the importance of being involved in automation decisions to improve service delivery. It highlights the need to quantify customer experiences at various touchpoints while also advocating for new email policies to enhance communication efficiency. The author warns against letting automation drive service problems and stresses the necessity of human intervention in customer interactions.
Saving Customer Service from un-Productive Automation
- 1. Saving Service from un-Productive Automation Francis Wade 2Time Labs / Framework Consulting Inc.
- 2. In a simple world we had one channel
- 5. The number of demands on our time was low
- 6. 意看糸温霞
- 7. 130 email messages per day 56% overwhelmed by work Human knowledge doubling
- 9. Are we being saved by automation?
- 11. You customer 壊艶姻厩庄界艶
- 12. Use technology Use automation, not be used by it not be used
- 13. Automation is being decided by others
- 14. Your objective: To be involved in choices of automation
- 16. My story: An engineer who discovered people
- 18. Uncovering issues that no-one owns! 1. Automation 2. Productivity Policies
- 24. Your websites email and information
- 26. Touch-points Experiences Quantify Influence What are the places at which the customers encounters the company when no-one is present?
- 27. Touch-points Experiences Quantify Influence What are the experiences that customers are having at these touchpoints?
- 28. Touch-points Experiences Quantify Influence How can these experiences be quantified and captured as hard evidence?
- 29. Touch-points Experiences Quantify Influence How can the hard evidence be used to influence other people?
- 30. Uncovering issues that no-one owns! 2. Productivity Policies
- 31. What difference does a smartphone make to a service professional?
- 32. Reply to my email within the hour!
- 33. We ALL need to reply to his email within the hour
- 39. Every customers email needs a response within thirty minutes!!!
- 40. How can employees be turned into morons?
- 41. New Era Email Policies Policy #1 move all urgent requests for responses to live communication or instant messaging away from email
- 42. New Era Email Policies Policy #1 move all urgent requests for responses to live communication or instant messaging away from email Policy #2 set up a helpdesk for customer email while training customers to use other means for urgent communication
- 43. A MUST! Automation drives problems into cracks
- 45. Who are you influencing?
- 46. The customer requires you to intervene
- 47. Thank You NewHabits Foundations Training on Nov 14th Minnie Mouse minnie@disney.com John Smith-Ramlogan john@tstt.net
Editor's Notes
- #2: The rush to automate service delivery and employee productivity has driven a number of critical touchpoints into the cracks where they arent being managed. Come and find out how to impact the customers experience in areas that no-one is noticing.Have you noticed that companies are increasingly being taken over by technology and automation, but that the solution thats implemented might be faster and cheaper, but gives customer experience thats much much worse? Where are customer service professionals in all this?