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Customer Experience Powerpoint Templates

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Customer Experience

Transcript: Retain Customers Production Time Aux 6 Coaching Sessions Managers Complete One on One Sup Role PC Huddle PC Problem Solving PC or Sit in on Agent/Supervisor 1 on 1 NSS Scorecard - FTE Manager Report - Shows errors agent in roll up Verify Supervisor PC's 4 PC's Per Agent 2 bind call reviews Per Agent AAR Review in Merced Scorecard Review AAR Transactions Report Identify Reasons for errors Adherence Goal = 90% Less than 90 = Red - Drill Down Reasons for cancellation Products that are canceled Product Mix Auto/Property Mix - 65% Property 1/Property 2 - 50% Standard/Non Standard - 75% PC's Post Bind Expectations Reversals Review Multiple Objectives Report in Merced Goal: 65% Sales, 75% Retention Production time is green Check Agent Activity Report for behaviors Production time is red = Drill down ACW above 20% Sales or 10% Retention Review agent activity to see where time is lost Aux above 15% Review "Time Spent" report in Merced to see where Aux time is lost. Review agent activity to see where time is lost Goal = 36 Net policies per agent Greater than = Green Less than Drill down Days worked (Attendance) ACD Inbound calls Cancels Credit for all policies sold Duplicate Quoter Mismatched Quoter EA Binds Held Policies Goal = Minimize Usage Aux 6 doesn't negatively impact your production time, but it is time lost. Run Time Utilization Report in IEX Subtract Aux 6 from production time Review Agent Activity Report in IEX to identify behaviors Effective December 5th the NSS Outliers report will now capture Aux 6 time as well. Happy customers! 90 Day Retained Rate Customer Experience GrossYield Rate Goal = 84% Review Call Metrics report in Merced Compare Individual Schedule in IEX to Agent Activity in IEX Check behaviors - ex. taking call right before huddle or lunch Goal: 15.1% Gross Yield Rate Below 15.1 - Drill Down ACD Calls How many call per agent per day MLB - 20% Quote Rate - 60% MLQ Rate - 25% Conversion - 28% Sell Policies Answer Calls Goal = 20% Less Than 20% = drill down MLQ Who quoted who bound report Review Product Mix Report Review for all products being written Binds Per FTE Multiline Bind Quality

Customer Experience

Transcript: Customer Experience Usable Measure the experience in each touch point Coordinate and align all customer experience improvements programs across co. departments. Lake of KPI's . Conclusion Useful Pre & Post launch tests Include the product concept meeting in test process We need a strategy : First : What is important in customer journey ? Second : Monitoring and analyzing the experience Third : Transform the experience across all touch point . Customer Experience Management (CEM) methodology used for measuring , monitoring and finally transforming the experience. Customer Satisfaction Product & Services Tests Accuracy P&S stability On test process Experience is Every Thing What is CEM ? Customer Churn Rate Our Departmental KPI’s Customer Effort Score Enhancement Enjoyable Customer Experience Main KPI's Net Promoter Score Why CEM ?

PowerPoint Game Templates

Transcript: Example of a Jeopardy Template By: Laken Feeser and Rachel Chapman When creating without a template... http://www.edtechnetwork.com/powerpoint.html https://www.thebalance.com/free-family-feud-powerpoint-templates-1358184 Example of a Deal or No Deal Template PowerPoint Game Templates There are free templates for games such as jeopardy, wheel of fortune, and cash cab that can be downloaded online. However, some templates may cost more money depending on the complexity of the game. Classroom Games that Make Test Review and Memorization Fun! (n.d.). Retrieved February 17, 2017, from http://people.uncw.edu/ertzbergerj/msgames.htm Fisher, S. (n.d.). Customize a PowerPoint Game for Your Class with These Free Templates. Retrieved February 17, 2017, from https://www.thebalance.com/free-powerpoint-games-for-teachers-1358169 1. Users will begin with a lot of slides all with the same basic graphic design. 2. The, decide and create a series of questions that are to be asked during the game. 3. By hyper linking certain answers to different slides, the game jumps from slide to slide while playing the game. 4. This kind of setup is normally seen as a simple quiz show game. Example of a Wheel of Fortune Template https://www.teacherspayteachers.com/Product/Wheel-of-Riches-PowerPoint-Template-Plays-Just-Like-Wheel-of-Fortune-383606 Games can be made in order to make a fun and easy way to learn. Popular game templates include: Family Feud Millionaire Jeopardy and other quiz shows. http://www.free-power-point-templates.com/deal-powerpoint-template/ Quick video on template "Millionaire" PowerPoint Games Some games are easier to make compared to others If users are unsure whether or not downloading certain templates is safe, you can actually make your own game by just simply using PowerPoint. add logo here References Example of a Family Feud Template PowerPoint Games are a great way to introduce new concepts and ideas You can create a fun, competitive atmosphere with the use of different templates You can change and rearrange information to correlate with the topic or idea being discussed. Great with students, workers, family, etc. For example: With games like Jeopardy and Family Feud, players can pick practically any answers. The person who is running the game will have to have all of the answers in order to determine if players are correct or not. However, with a game like Who Wants to be a Millionaire, the players only have a choice between answers, A, B, C, or D. Therefore, when the player decides their answer, the person running the game clicks it, and the game will tell them whether they are right or wrong.

PowerPoint Game Templates

Transcript: Conservation of fishing cat Introduction of fishing cat Health: Fishing cats are susceptible to carnivore protoparvovirus, a disease known to kill them. This disease significantly damages the kidney, spleen and gastrointestinal tract of the body. The fishing cat is also vulnerable to diseases and medical conditions such as feline hemoplasmas, transitional cell carcinoma and canine distemper virus. Conservation Threats Wild life Shamim khan 2225138043 Bs Zoology 2022-2026 Since 2016, the fishing cat is listed as a vulnerable species on the IUCN Red List, as the global population is thought to have declined by around 30% in the years 2010–2015; the destruction of wetlands and killings by local people are major threats to the fishing cat.[1] The destruction of wetlands includes increased pollution or conversion for agricultural use and human settlements. The conversion of mangrove forests to commercial aquaculture ponds is a major threat in Andhra Pradesh, and in some places fishing cats are killed. Over-exploitation of local fish stocks and retaliatory killing by local people are also significant threats. The fishing cat is included on CITES Appendix II and protected by national legislation over most of its range. Hunting is prohibited in Bangladesh, China, India, Indonesia, Myanmar, Nepal, Pakistan, Sri Lanka, and Thailand. Hunting regulations apply in Laos. In Bhutan, Malaysia, and Vietnam, it is not protected outside protected areas, and no information is known about its legal protections in Cambodia. It is the state animal of the Indian state of West Bengal. Its survival depends on protection of wetlands, prevention of indiscriminate trapping, snaring and poisoning. fishing cat The fishing cat (Prionailurus viverrinus) is a medium-sized wild cat of South and Southeast Asia. It has a deep yellowish-grey fur with black lines and spots. Adults have a head-to-body length of 57 to 78 cm (22 to 31 in), with a 20 to 30 cm (8 to 12 in) long tail. Males are larger than females classification of fishing cat: Scientific classification Domain: Eukaryota Kingdom: Animalia Phylum: Chordata Class: Mammalia Order: Carnivora Suborder: Feliformia Family: Felidae Subfamily: Felinae Genus: Prionailurus Species: P. viverrinus Characteristics: The fishing cat has a deep yellowish-grey fur with black lines and spots. Two stripes are on the cheeks, and two are above the eyes running to the neck with broken lines on the forehead. It has two rows of spots around the throat. The spots on the shoulder are longitudinal, and those on the sides, limbs and tail are roundish Endangered in Pakistan: In captivity: Fishing cat captive breeding programmes have been established by the European Association of Zoos and Aquaria and the American Association of Zoos and Aquariums. All the fishing cats kept in zoos around the world are listed in the International Studbook of the World Association of Zoos and Aquariums.Zoos in Thailand house around 30 individuals; birth rates are not particularly high.They have been placed in captivity as an "insurance population" due to their vulnerable status in the wild Taxonomy Topic: fishing cat Submitted to: Dr Najiya Al-Arifa Behaviour and ecology Phylogeny: Distribution and habitat: The fishing cat lives among dense vegetation near water and is thought to be primarily nocturnal. It is known to be a proficient long-distance and underwater swimmer. Adult males and females without dependent young are solitary. Females have been reported to range over areas of 4 to 6 km2 (1.5 to 2.3 sq mi), while males range over 16 to 22 km2 (6.2 to 8.5 sq mi). It has been observed resting in thick grassy habitats, often near a water body but sometimes far away from them. Adults have been recorded to vocalise "chuckling" sounds The fishing cat is broadly but discontinuously distributed in South and Southeast Asia. It predominantly inhabits densely vegetated wetlands around slow-moving bodies of water like swamps and marshes.These include low-salinity bodies such as oxbow lakes, and high-salinity ones such as tidal creeks and mangrove forests. Along these bodies of water, it conceals itself within the thick cover of forests, scrublands, reed beds, and grasslands. Most records are from lowland areas. Reproduction and development: Wild fishing cats most likely mate during January and February; most kittens in the wild were observed in March and April. However, fishing cats may mate as late as June. In captivity, the gestation period lasts 63–70 days; females give birth to an average of two to three kittens; the litter size can be as small as one to as large as four.

Customer Experience

Transcript: SUCCESS What is Customer Experience ? EFFORT Conclusion Customer Experience Based on how hard or easy is it for them to do what they want to do. Based on how interation make them feel. Based on whether or not they are able achieve what they want to do. EMOTION Customer experience is the perception that customers have of their interactions with an organization

Customer Experience

Transcript: Unfortunately, a bad experience in Argentina!! Why not changing the supplier? Price High! (in comparison with the service provided) Product Sometimes the line falls down. Signal is not available everywhere. People They don´t seem to be there to help you Physical enviroment It is strongly common to find telephone devices even when you go to one of the customer service offices! Process A general perception of lack of attendance to consumer´s requirements The gap between consumers expectations and the service provided increases Cellphone Service Rebuild Strategy Customer Satisfaction as the main goal I did it once, and in the end WAS THE SAME! Talking to the call center is a huge challenge.

Customer Experience

Transcript: Customer related challenge for the Public Sector Demand can go up Do more with less Public Sector Decreasing demand 11006193 12001677 12007924 11005068 12005394 Austerity FERRELL, O. C., DIBB, S. and SIMKIN, L. 2005. Marketing: concepts and strategies. United States: Houghton Mifflin Company. FLYNN, N., 2012. Public Sector Management. 6th ed. London: Sage. HA, S.H. and LEE, M.J., 2010. Customer service quality improvement in the public sector through the Internet. Total Quality Management [online]. November, vol. 21, no. 11, pp. 1161-1176. [viewed 19 March 2015]. Available from: http://eds.a.ebscohost.com/eds/pdfviewer/pdfviewer?sid=b67491fd-e26a-4c48-92ab-2fbcf3521ecb%40sessionmgr4002&vid=1&hid=4113 HARRIS, E. K. 2009 Customer Service: A Practical Approach. United States: Pearson Education Ltd. HEMINGWAY, S., COXON, G., MUNDAY, D. and RAMSAY, M., 2014. Austerity is bad for mental health: implications for mental health nurses. Mental HEALTH NURSING [online]. Vol. 33, no. 6, pp. 7-9 [viewed 18 March 2015]. Available from: http://search.proquest.com/docview/1476213707/5BE1401635CF4733PQ/110?accountid=12269 HUGHES, O. E., 2003. Public sector management. 6th ed. United Kingdom: Sage Publications Ltd. LAWTON, A. and ROSE, A. 1999. Public Services Management. Harlow: Pearson Education Ltd. LESLIE, K. and CANWELL, A. 2010. Leadership at all levels: Leading public sector organisations in an age of austerity. European Management Journal [online]. January, vol.28, no.4, pp.297–305 [viewed 19 March 2015] Available from: http://www.sciencedirect.com/science/article/pii/S0263237310000319 POLLITT, C., 2003. The essential public manager. England: Open university press. RANSON, S., and STEWART, J., 1994. Management for the public domain: enabling the learning society. New York: Basingstoke. SAUNDERS, P., 1986. Social theory and the urban question. 2nd ed. London: Hutchison. SIMMONS, R., POWELL, P., and GREENER, I., 2009. The consumer in public services choice, values and difference. Bristol: The Policy Press. (Leslie and Canwell 2010). Private Customer Public User Public sector user complexity Austerity and performance measurement challenges Public Sector Non Profit Sector Measuring Performance Private Sector Benchmarking Targets Dashboards League Tables Time Consuming Discouragement (Staff`) Inconsistent Message Cost Still expected to deliver and improve quality Reduce deficit and debt Cut public sector spending and employment (Ha and Lee 2010, Ferrell et al. 2005, Harris 2009, Hicks 1958, cited in Hughes 2003) Customers The User Has flexibility over business structure and offerings The User Voice Advantages Help expose risks Improvements to management practice A basis for planning (Borges et al. 2013; Clayton et al. 2015) (Flynn 2012) (Pollitt 2003) (Saunders 1986) (Simmons, Powell and Greener 2009) (Stewart and Ranson 1994) (Lawton and Rose 1999; Cappellini et al. 2014). BENJAMIN, L.M and CAMPBELL, D.C., 2014. Nonprofit Performance – Accounting for the Agency of Clients. Butterworth-Heineman: UK BORGES, W., CLARKE, H. D., STEWART, M. C., SANDERS, D., and WHITELEY, P. 2013. The emerging political economy of austerity in Britain. Electoral Studies [online]. January, vol.32, no.3, pp.396–403 [viewed 19 March 2015] Available from: http://www.sciencedirect.com/science/article/pii/S0261379413000681 BRENT, A., 2012. Adult Social Care. Palgrave Macmillan: UK CAPPELLINI, B., MARILLI, A., and PARSONS, E. 2014. The hidden work of coping: gender and the micro-politics of household consumption in times of austerity. Journal of Marketing Management [online]. January, vol.30, no.15,–16, pp.1597–1624 [viewed 18 March 2015] Available from: http://www.tandfonline.com/doi/abs/10.1080/0267257X.2014.929164#.VQrOTTgfxoA CARNOCHAN, S., SAMPLES, M., MYERS, M and AUSTIN, M.J., 2014. Performance Measurment Challenges in Nonprofit Human Service Organizations. Nonprofit and Voluntary Sector Quarterly. Sage journals:USA CLAYTON, J., DONOVAN, C., and MERCHANT, J. 2015. Emotions of austerity: Care and commitment in public service delivery in the North East of England. Emotion, Space and Society [online]. January, vol.14, pp.24–32 [viewed 15 March 2015] Available from: http://www.sciencedirect.com/science/article/pii/S1755458614000759 DRUCKER, P. F., 2012, Managing The Non-Profit Organization, Routledge: UK Conclusion Private Sector Contemporary Issues in the Non-Profit Sector References (Hemingway et al. 2014) Private Sector Ways of Measuring Performance Private Sector Debbie Arthur Elin Andersson Hannah Cathcart Jake Gillespie Marija Antipina Contemporary Challenges in Non-Profit Organizations Public Sector Public Services Accountability Reward Success Customer service · Customer loyalty · Customer satisfaction · Customer retention The User Choice Public Sector

Customer Experience

Transcript: Mobile App Processing Speed- 100% turnaround within 2 days Accuracy- 99% Account Detail Employer Portal Standard and ad hoc reporting View annual election amount, account balance, payments, contributions, and previously submitted claims Plan document and summary plan description development Next day Claims Processing & Payment It is anticipated that this capability will be available during the third quarter of 2014. Online eliminates hassle of manual claim submissions simply scan and send Annual non-discrimination testing Provider Direct Payment Direct Deposit Payroll Card Check No phone tree! ASIFlex will accept the Commonwealth's standard format FlexMinder monitors FSA account balances throughout the year to help avoid year-end forfeitures ASIFlex’s management team regularly reviews calls taken by each CSR the client determines the staff members who have access to the employer portal each member has a number of options, such as secure email, viewing specific member account information and access to regularly scheduled management reports ASIFlex is developing a system through which participants may choose to pay providers directly and even sequester funds for a specific future expense. Compliance ASIFlex will create a dedicated Account Services team for the client Employer Reporting Presented by Instant access to a live Customer Service Representative Speed- 7 seconds Abandonment Rate- .4% Online & Electronic Interface ASIFlex works directly with the client and provides considerable flexibility to meet the needs of both administrators and participants ASIFlex will meet regularly with the benefit staff to discuss the overall success of the program, open enrollment, and to work through any potential concerns File claims & view FSA account Flexibility Support from on-staff legal team The Employer Experience You Call. We Answer. ASIFlex’s management team is committed to meeting the needs of the client and its participants Electronic Interface with Insurance Providers Customer Experience Daily, weekly, monthly generated reports The FSA participant can direct FlexMinder to prepare and submit FSA claims for the identified carrier claim amounts Dedicated Account Services Team We are extremely flexible regarding format and transfer method Regulation updates through the Employee Benefits Institute of America (EBIA)

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