Digitally Irresistible

A Veteran in Customer Experience Innovation   We welcome Mark Honeycutt to this week’s episode of the Digitally Irresistible podcast. Mark has enjoyed a distinguished career, marked by significant contributions to the fields of technology, retail, and service. With over 25 years of experience, he has built a solid reputation for creating exceptional customer experiences at iconic brands such as Amazon and Microsoft. Mark has been involved in three major waves of customer care evolution. In the late 1990s and early 2000s, he was at the forefront of leveraging third-party companies, known as business process outsourcing (BPO) providers, to deliver customer experience solutions. Following this, he played a pivotal role during the offshoring wave, where customer care operations were relocated to different parts of the world to optimize costs and efficiency.   In this episode, we delve into Mark's expertise and explore the best practices for integrating automation in customer support to enhance the overall customer experience. Join us as we uncover the dynamics of this third wave with one of its most seasoned pioneers.     Embracing the Third Wave of Customer Care and the Impact of Generative AI and Conversational Technologies   Mark identifies the current era as the "third wave" of customer care,  driven by advancements in generative AI and enhanced conversational capabilities. This wave marks a significant shift toward a “tech first” engagement approach, revolutionizing how companies interact with their customers. As technology continues to evolve, it brings both opportunities and challenges, requiring a strategic balance between automation and human touch.   Despite these technological advancements, one fundamental aspect remains constant: customer expectations. Customers still prioritize having their issues resolved quickly and efficiently while being treated with respect. This unchanging need underscores the importance of designing customer care solutions that meet these timeless expectations, regardless of the technological tools employed.   Leveraging Technology for Better Customer Engagement   The introduction of generative AI and advanced workflows enables two primary approaches: bots and agent assistance. Bots aim to handle customer engagements entirely through automation, providing swift and consistent responses. On the other hand, agent assistance focuses on reducing the cognitive load on human agents, improving their efficiency and compliance during customer interactions. This hybrid approach augments operational efficiency and ensures complex issues are seamlessly transitioned to human agents when necessary.   Rethinking customer engagement with a technology-first approach involves meticulous planning and workflow design. Key considerations include determining when to involve human agents and which technologies to implement. Companies must strike a balance between automation and human intervention, minimizing customer friction while maximizing the benefits of both bots and human agents. Measuring customer satisfaction across these different touchpoints is crucial to refining and optimizing the customer experience.   While technology will play a more direct role in customer interactions, human agents will continue to be an integral part of the equation. Augmented by AI, agents will be better equipped to handle complex issues, offering a higher quality of service. The integration of AI in every customer contact is imminent, making it essential for companies to plan and implement these technologies thoughtfully.   Characterized by the integration of generative AI and advanced conversational AI technologies , the third wave of customer care presents exciting opportunities for enhancing customer engagement. By thoughtfully implementing these technologies and maintaining a focus on core customer expectations, companies can navigate this transformation effectively.     Aligning Metrics and Strengthening Customer Satisfaction With Technology-First Approaches   One of the key themes Mark emphasizes is the importance of maintaining consistency in metrics between technology solutions and agent-assisted support. While the terminology may differ, the core objectives remain the same: ensuring a seamless workflow and unified measurement system across both types of interactions.   Issue resolution from the customer's perspective is paramount. A common mistake some companies make is relying too heavily on customer behavior metrics as their primary customer satisfaction (CSAT) measure, which can leave blind spots. Instead, a straightforward approach should be maintained: whether the care is provided through a bot or a live agent, the primary goal is to resolve the customer's issue quickly and efficiently.   Key Metrics for Agent Assist Tools   When implementing AI-driven support systems, several metrics are crucial for assessing their impact on agent performance and overall operational efficiency:   ·       Speed to Proficiency: This metric measures the speed at which new agents reach a competent level of performance. By tracking how quickly agents become proficient, organizations can determine the effectiveness of their training programs and the support provided by AI tools. ·       Average Handle Time (AHT): AHT is a standard metric in customer service, representing the average duration an agent spends on a single interaction. AI-driven assist tools aim to reduce AHT by providing agents with timely information and suggested responses, thus enabling quicker resolution of customer queries. ·      Dispersion of Handle Time: Another essential aspect to monitor is the dispersion of handle time, which refers to the variation in handle times among agents. Reducing this dispersion indicates that the performance gap between the best and worst-performing agents is narrowing, suggesting that AI tools are helping to standardize and elevate agent performance across the board.   With a technology-first approach, additional metrics need to be incorporated to reflect the nuances of automated interactions. These metrics, while using new terms, mirror traditional agent-assisted measures:   ·      Containment Rates: Equivalent to first contact resolution (FCR), indicating the percentage of engagements fully handled by bots without requiring agent intervention. ·       Fallout Rates: Similar to call abandon rates, reflecting instances where customers drop out of the workflow. ·      Time in the Bot: Corresponds to the level-of-effort metric, measuring the duration and ease of customer interactions with the bot.   While concurrency is less critical in pure automation scenarios, it also remains an essential metric for agent-assisted interactions. Tools such as agent scripting technology and nudging cues play a significant role in helping agents manage multiple engagements simultaneously, thereby enhancing efficiency and customer experience.   By closely monitoring these metrics, organizations can gauge the effectiveness of these tools and make data-driven decisions to further optimize their customer service strategies.   Balancing Voice and Text in Multi-Channel Customer Engagement   A significant aspect of modern customer care is the shift toward multi-channel and omnichannel engagement. Customer interactions now span multiple channels, such as chat, voice calls, SMS, or email. Effective customer service strategies must seamlessly integrate these channels to ensure a cohesive experience.   Customer Preference and Flexibility   A key aspect of successful customer engagement is allowing customers to choose their preferred communication channel. While companies can guide customers toward certain channels, it is essential to meet customers where they are most comfortable. Flexibility in engagement methods fosters a positive customer experience and reinforces the customer's sense of control and satisfaction.   Integrating Voice and Text in Automation Strategies   Despite the rise of digital communication channels, voice remains the predominant medium for customer contact. However, implementing voice automation comes with unique challenges compared to text-based solutions. Voice interactions can be complicated by factors such as dialect variations, background noise, and line quality issues. These challenges require sophisticated technology and careful planning to ensure that voice delivers a reliable and effective customer experience.   This is why it is crucial to include both voice and text options. For instance, a customer might start with a phone call and receive follow-up communications via SMS or email. Ensuring that both voice and text interactions are effectively managed and integrated into the overall customer service strategy is essential for a holistic approach to customer engagement.   Navigating the Challenges of Integrating Technology in Customer Service Operations   Mark identifies a significant challenge in the current wave of customer care: the need to effectively integrate advanced technologies with traditional customer service operations. Operations leaders are experts in managing customer experiences and executing call center operations. They excel in engaging with agents to deliver outstanding customer service. The rapid advancement of technology, exemplified by innovations like ChatGPT, has introduced new complexities that require a strong collaboration with the technology side.   Understanding and Addressing Technology Deficits   Operations leaders know what they want to achieve and have a clear vision of how to implement these changes within their business. In-house technology teams are typ