Читать книгу Digital Customer Service - Rick DeLisi - Страница 19

No major initiative at any organization is likely to get the “green light” without the promise of a substantial ROI. And, as we will be sharing more stories from the companies that are already operating in a DCS environment throughout the book, we will be offering much of the ammunition you will need to make a compelling business case for digital transformation. But – for starters – here is the basic formula for determining the operational efficiency that can be achieved through this transformation:

 Call data/cost. Calculate the total number of minutes all agents are interacting with all customers by phone.

 DCS opportunities. Determine the percentage of incoming calls during which the customer is on or near a screen (smartphone, tablet, laptop, desktop). Every one of these interactions has high potential for improvement through DCS. Communication, automation, and collaboration can be introduced right on the customer's screen to make the experience far better (since they are already on the screen!).Suggestion: Ask your agents, “How often are you getting calls to help a customer with something they are struggling to do online? How about something they could do online if you taught them how?”

 DCS OnScreen benefits. Calculate the cost savings and efficiency boost of using OnScreen communication, collaboration, and automation to:Decrease the handle time of each interaction.Enable customers to become more digitally self-sufficient, thus reducing their future dependence on live service.