.5805” Six Steps To Improving FORENSIC

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.5805”SixSteps to ”.5”DISPUTES AND INVESTIGATIONSTransform interactions into powerfuldrivers of loyalty and growthCompanies find it hard to keep up with customers’ evolvingexpectations for immediate, high-quality, personalized,always-on, consistent service across all channels.KEY TAKEAWAYS Prioritize your investments by starting with aclear, objective view of what customers reallywant, not what you think they want.Like playing “whack-a-mole,” companies find that as theyEffectively usingtechnologyto ofuncoverandservice,manageanotherevidenceand intelligence in contentious legal andimproveone aspectcustomerchannelregulatory situationsor service requirement pops up. And yet, companies trying Analyze your customer base and prioritize theto be all things to all customers are likely to fail.communication channels important to them.Businesses have historically turned to technology to improve the accuracy and speed of decision-making and problem-solving. However, as datavolumes and complexities continue to spiral, and legal and security risks mount, managing data efficiently and effectively is an ever-pressing Hire employees who truly care aboutchallenge.To keep pace with customers’customers, empower them to go beyond acontinuously evolving expectations,the value chain.companiesneedsolutionsto firstmakesureexpertisetheywith legallyA&M provides reliable,auditable and provenby combiningoperationaldefensible procedures and industry-leadingtechnology. Clients regularly turn to us to advise on contentious matters, including litigation, arbitration, investigations and regulatory-drivenhave the foundations of good customer Customers are willing to forgive a companyaction. Our approach enables a rapid response to legal technology requirements, yields accurate and defensible results, and reduces costs bywith which they have an emotionaleliminating unnecessary effort and time.experience covered.In order to become admissible in legal proceedings, digital data must meet stringent legal requirements. A&M’s forensic technology teamscript and reward “right” behaviors throughoutidentifies, collects and analyzes electronic information to support your investigation and discovery needs.connection, so do not underestimate orBespoke solutions to fit your needsneglect it.Alvarez & Marsal (A&M) has spent years helping clientsOur team includes senior forensic technologists, data analytics experts, information security specialists and investigators who bring expertise inimprove their capabilities to deliver experiences that WeFix thecausesof r science and information systems and an appreciation of how technology is best utilized.offerroota lty.and hosting solutions around the world, as well as “field kits” to ensure your short and long-term requirements are met. Improving customer service is an ongoingOur experts gevidence and use our findings to generate comprehensivethefollowingpages,in wehaveandincludedsixexpertstepsinitiative rather than a “one-and-done.”reports for investigations, regulatory inquiries and disputes.fundamental to improving customer experience:2.45”1.95”Six StepsImproving Customer ExperienceA&M DISPUTESANDtoINVESTIGATIONS

2.5805”Six proving CustomerFORENSIC62TECHNOLOGY1Know Thy Customer.5805”Don’t rely on intuition and gut feelEmotionally EngageWith Your Customers.5”Meet Them WhereThey AreHire people who care about yourcompany and your customersDISPUTES AND INVESTIGATIONSChannel preferences varysignificantly by demographicInstill front-line workerswith purpose, not rules.5Reward The“Right” BehaviorsCustomer satisfaction should bethe first priority, notspeed or productivity34Fix Root Causes OfTrack CustomersAcross ChannelsIt’s the only way to create aseamless experienceCustomer FrustrationSometimes the best customerexperience is none at allEffectively using technology to uncover and manage evidence and intelligence in contentious legal and1. Know Thy Customer and What They Wantregulatory situationsSometimes business leaders get caught in the trap of talking about wanting to improveBusinesses have historically turned to technology to improve the accuracy and speed of decision-making and problem-solving. However, as dataservicewithoutinvestingthesecuritytime tounderstandwhatdatatheefficientlycustomerwants. is an ever-pressingvolumes customerand complexitiescontinueto spiral,and legal andrisksmount, managingand effectivelychallenge.Understanding the fundamental wants and needs of the customer is the first step todetermining what a great customer experience should be for them.In order to become admissible in legal proceedings, digital data must meet stringent legal requirements. A&M’s forensic technology teamidentifies, collects and analyzes electronic information to support your investigation and discovery needs.One of our clients, a luxury retailer, was looking to improve its customer experience andA&M providesreliable,provensolutionsby combiningoperationalItexpertisewith legallyproceduresand industry-leadingbelievedthatauditableits callandcenterwasa weakpoint of contact.also believedthatdefensibleimprovingthetechnology. Clients regularly turn to us to advise on contentious matters, including litigation, arbitration, investigations and regulatory-drivenspeed of its phone service would increase customer satisfaction.action. Our approach enables a rapid response to legal technology requirements, yields accurate and defensible results, and reduces costs byeliminating unnecessary effort and time.However, after observing the agents while they were on the phone and interviewingcustomersdirectly,storeneedsexecutives realized their customers were looking for the sameBespokesolutionsto fit yourpersonalized, white-glove experience in their phone interactions that they received in theOur team includes senior forensic technologists, data analytics experts, information security specialists and investigators who bring expertise instore, including suggestions like what other items would complete an outfit.computer science and information systems and an appreciation of how technology is best utilized. We offer a range of centralized processingand hosting solutions around the world, as well as “field kits” to ensure your short and long-term requirements are met.Their customer service agents were not trained or managed to be sales focused andwereto providethistype of andassistancetheyorcomprehensiveaOur expertsalsoreluctanthave significantexperiencein testifyingpresentingevenexpert whenevidenceand knewuse our aboutfindingsatopursegeneratereports forinvestigations,regulatoryinquiries andskirtthat wouldgo perfectlywithdisputes.the jacket being purchased.The effect was the opposite of the personalized experience their customers wantedand expected.2.45”1.95”Six Steps toANDImprovingCustomer ExperienceA&M DISPUTESINVESTIGATIONS

3.5805”2. Meet Your Customers Where They Are and When They WantCustomers have come to expect “always-on” service across multiple channels. Theyhave built relationships with companies like Amazon and Google that can anticipate andpredict what their next need may be.FORENSICTECHNOLOGY.5805”.5”No matter what industry you are in—retail, healthcare,financial services, airlines or energy to name a few—yourcustomers expect to receive an answer or transact with you24/7. This has become table stakes for most industries.DISPUTES AND INVESTIGATIONSThat said, managing customer expectations is not one-size-fits-all. In fact, customerpreferences vary significantly by demographic, and customers will interact on differentchannels for different reasons at different times.Smart companies will analyze their customer base to prioritize channels that areimportant to those segments.Digital interactions are predicted to overtake voice transactions in the next year. At thesame time, roughly 90 percent of customers 55 and older prefer to talk to a live personon the phone.However, for customers in the 25-54 age range, email and mobile channels are muchEffectively using technology to uncover and manage evidence and intelligence in contentious legal andmore popular.regulatory situationsBusinesses have historically turned to technology to improve the accuracy and speed of decision-making and problem-solving. However, as datavolumes and complexities continue to spiral, and legal and security risks mount, managing data efficiently and effectively is an ever-pressingchallenge.Which Channel is Most Popular With Your Customers?Percentageof centersthatdo musttrack meetchannelpopularityage profile A&M’s forensic technology teamIn order to become admissible in ements.identifies, collects and analyzes electronic information to support your investigation and discovery needs.ChannelUnder 25 yearsBetween 25 andBetween 35 andBetween 55 and26.832.78.80.818.451.787.093.20.90.91.74.7Over 70 yearsA&M provides reliable, auditable and proven solutionsby combining operationalwithlegally defensible procedures and industry-leading34 years54 years expertise 70yearstechnology. Clients regularly turn to us to advise on contentious matters, including litigation, arbitration, investigations and regulatory-drivenmedia enables a rapid38.9 response to legal13.2 technology requirements,2.20.60.4 results, and reduces costs byaction. OurSocialapproachyields accurateand ffort and27.2time.23.76.30.80.5EmailBespokesolutions to fit12.2your needsTelephone11.5Our team includes senior forensic technologists, data analytics experts, information security specialists and investigators who bring expertise inChat and information9.4 systems and an 16.5computer Webscienceappreciation of how6.3technology is best1.1utilized. We offer a 0.3range of centralized processingand hosting solutions around the world, as well as “field kits” to ensure your short and long-term requirements are met.Other0.7Our experts also have significant experience in testifying and presenting expert evidence and use our findings to generate comprehensiveDimensionsData,inquiries2016 GlobalContact Centre Benchmarking Report, Digital Needs a Human Touchreports forSOURCE:investigations,regulatoryand disputes.2.45”1.95”Six Steps toANDImprovingCustomer ExperienceA&M DISPUTESINVESTIGATIONS

4.5805”Social media is the number one channel for people under 25 years old and is likely togrow in importance with older age segments.Future generations of customers are going to be more engaged with brands on socialmedia, and their loyalty is likely to depend on how engaged those brands are in return.FORENSICTECHNOLOGY.5805”However, social media can be a challenge for organizations that are accustomed to faceto-face and phone interactions with their customers. In a 2016 survey, 48 percent ofcontact centers had no capacity for social media.5”Getting started in social care management does not require hiring an army of people.Start by getting to know what social channels your customers frequent by searching formentions of your brand on popular social sites.DISPUTES AND INVESTIGATIONSFor example, the British multi-national grocer Tesco started with a team of two focusedon social customer care with an emphasis on listening, engagement and social messagemanagement. The pilot was such a success that they scaled to eight with advancedrouting of messages, depending on bandwidth and expertise. ¹3. Track Customers Across ChannelsAll of us are familiar with this experience. We have a problem and are frustrated. We go to thewebsite and make several attempts to fix it ourselves, but to no avail. Our frustration builds.With gritted teeth, we call customer service and get dumped into the interactive voiceresponsesystem tothatasks usandto punchin evidencepersonal informationso weincanbe routed legal andEffectivelyusing(IVR)technologyuncovermanageand intelligencecontentiousto theright person. The agent answers the call and asks us for the same information thatregulatorysituationswe just spent time providing.Businesses have historically turned to technology to improve the accuracy and speed of decision-making and problem-solving. However, as datavolumes Theand complexitiescontinueto spiral,and legaland securitythatrisks wemount,data efficientlyand effectivelyagent thenspendsminutessuggestingtrymanagingall the thingswe havealready is an ever-pressingchallenge.tried. Then, when they cannot solve our problem, they escalate it to a tier 2 support agentIn order tobecomeadmissibledata mustwemeetstringentrequirements.teamwho,again,asks inuslegalfor proceedings,the same ands forensicstarts technologytheidentifies,processcollects tigationanddiscoveryneeds.all over again. By now, we are furious.A&M provides reliable, auditable and proven solutions by combining operational expertise with legally defensible procedures and industry-leadingIt isClientsa verycommonWithtouchpointsacrossdifferentdevicesand locations,technology.regularlyturn problem.to us to tion,arbitration,investigationsand regulatory-drivenmanycompaniesto havea singleviewrequirements,of the customer.The dataoften inresults,silos, oraction. Ourapproachenables astrugglerapid responseto legaltechnologyyields accurateandisdefensibleand reduces costs byeliminatingunnecessaryeffortandtime.worse yet, different parts of the company have different records for the same customer.Bespoke solutions to fit your needsLess than 40 percent of companies can track customerinteractions across channels.Our team includes senior forensic technologists, data analytics experts, information security specialists and investigators who bring expertise incomputer science and information systems and an appreciation of how technology is best utilized. We offer a range of centralized processingand hosting solutions around the world, as well as “field kits” to ensure your short and long-term requirements are met.Our experts also have significant experience in testifying and presenting expert evidence and use our findings to generate comprehensiveSome companies optimize the individual customer touch points but do not focus on thereports for investigations, regulatory inquiries and disputes.integration of those experiences. In fact, according to Dimension Data, fewer than 40percent of companies can track the customer journey across multiple channels and just17 percent can locate hotspots that impact customer experience.1Clarabridge, Transforming the Call Center to An Experience CenterSix Steps toANDImprovingCustomer ExperienceA&M DISPUTESINVESTIGATIONS2.45”1.95”

5.5805”How Well Can You Track The Customer Journey Across Your Service Channels?FORENSICTECHNOLOGYInteractions can be tracked acrossmultiple channels.5”36.4.5805”Key decision points can be identified27.7Blockage points in processes (thataffect the CX) can be located17.4DISPUTES AND INVESTIGATIONSOtherWe can’t trackcustomer loyalty9.830.4n 1229SOURCE: Dimensions Data, 2016 Global Contact Centre Benchmarking Report, Digital Needs a Human TouchCompanies that prioritize customer data management and leverage their data totrack customer engagement across multiple channels can give agents visibility into acustomer’s previous activity and pick up where the customer left off in another channel,greatly reducing the customer’s frustration.4. FixthetechnologyRoot Causesof CustomerFrustrationEffectivelyusingto uncoverand manageevidence and intelligence in contentious legal andregulatorysituationsto provide a positive customer experience is felt acutely among people onThe pressurethehavefrontline, mostin personor onthetheaccuracyphone.and speed of decision-making and problem-solving. However, as dataBusinesseshistoricallyturnedoftento technologyto improvevolumes and complexities continue to spiral, and legal and security risks mount, managing data efficiently and effectively is an ever-pressingHowever, the responsibility for customer experience does not reside solely withchallenge.customer-facing employees. In fact, every time a customer makes contact, theirIn order to become admissible in legal proceedings, digital data must meet stringent legal requirements. A&M’s forensic technology teamexperience is dependent on everyone from management to back-office support.identifies, collects and analyzes electronic information to support your investigation and discovery needs.Customerstartssolutionswith understandingthe rootcausescustomercontacts,A&M providesreliable,experienceauditable and provenby combining res and arbitration,investigationsand regulatory-drivenanticipating pain points and minimizing them before they happen.action. Our approach enables a rapid response to legal technology requirements, yields accurate and defensible results, and reduces costs byeliminatingunnecessaryeffort willand time.Analysisof callsprovide insight into the root cause of the call and focus efforts tofix the underlying issue before it becomes a customer pain point. For example, a largeBespoke solutions to fit your needswireless company analyzed thousands of calls over a 45-day period and discoveredOur teampatternsincludes seniortechnologists,data analyticsexperts,information andsecurityspecialistsand calls.investigators who bring expertise inthat forensiccould helpit improvecustomersatisfactionreducefuturecomputer science and information systems and an appreciation of how technology is best utilized. We offer a range of centralized processingand hostingaroundthe world,as well“fieldtokits”to ensureyourservice,short andcustomerslong-term requirementsare met.Forsolutionsinstance,in 70percentof ascallsinitiatenewcalled backasecondtimeto askexperienceabout aninoftenmisunderstoodstepevidencein the provisioningprocess.Our expertsalso havesignificanttestifyingand presenting expertand use our findingsto generate comprehensivereports for investigations, regulatory inquiries and disputes.By incorporating a bit of education and managing customers’ expectations better on thefirst call, the company reduced the number of subsequent calls by more than half in less2.45”than three months.1.95”Six Steps toANDImprovingCustomer ExperienceA&M DISPUTESINVESTIGATIONS

6.5805”5. Reward the “Right” BehaviorsJust because a metric is easy to measure or readily available does not make it the “right”thing to measure. For example, a well-meaning manager will often define calls per houras a measure of their agents’ productivity. This incents agents to get through as many.5805”calls as possible.5”FORENSICTECHNOLOGYWhile it is important for customer service agents to beefficient, it is also important to balance speed with firstcontact resolution to ensure the right behaviors are rewarded.DISPUTES AND INVESTIGATIONSPredictably, agents rush to end calls, sometimes even cutting off customers and leavingthem hanging. Agents who work to meet customers’ needs are penalized when theyspend extra time trying to resolve their problems. While it is clearly important for agentsto be efficient, it is also important to balance speed with first contact resolution (FCR) toensure the right behaviors are rewarded.6. Don’t Forget, It Is About People and Their Emotional ExperienceSuperior customer service is first and foremost about people: your employees andyour standthe importanceof hiringwho legal andEffectivelyusingtechnologyto uncoverand manageevidenceand intelligencein peoplecontentiousembodyyour company culture and who care about your customers, people who wan

Six Steps to Improving Customer Service Six Steps to Improving Customer Service Reward The “Right” Behaviors Customer satisfaction should be the fi rst priority, not speed or productivity 5 4 Fix Root Causes Of Customer Frustration Sometimes the best customer experience is none at all 3 Track Customers Across Channels It’s the only way .

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