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Friday, 31 October 2014 13:02

Customer Service in 2014

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1. Mobile Apps Set to Bypass Traditional IVR Processes Smartphones and mobile apps now give users the chance to bypass traditional IVR processes and start interactions straight away.

2014 will
see mobile apps combine with services such as callback and web chat to make engagement even easier for customers.

2. Web-enabled Omnichannel Engagement Today’s consumers are more demanding than ever, using ‘always-on’ multiple digital channels to interact, connect, share and shop.
Organisations that provide consumers with a seamless, omnichannel delivery will have an advantage in 2014.

3. Equipping Agents to Deliver Social Media Support While voice remains the primary touch point for many, organisations are increasingly relying on the contact centre to manage other contact
channels such as social media. The key to success here is making sure agents have the tools in place and the training to resolve issues

4. Putting Big Data to Work Today’s contact centres generate essential Big Data feeds including ACD data, CRM systems, call & screen recordings, customer feedback, speech analytics outputs, and social media inputs to external databases. Technologies such as web and speech analytics will unlock the value inherent in unstructured contact centre data.

5. Virtual AgentsWhen it comes to successfully challenging contact centre demand, one innovation set to have an impact is the use of virtual, task-oriented
assistants for enterprise. Unlike personal assistant technologies such as Apple’s Siri, enterprise personal assistants can offer real domain expertise thanks to close knowledge base integration.

6. Optimised ‘Contact Us’ strategiesIn 2014 more organisations will challenge demand levels by deploying Embedded Service solutions on their websites to streamline engagement. The goal is to pre-qualify queries – ideally resolving them with relevant information, removing the need for formal contact. Adopting such an approach requires a well-integrated customer contact infrastructure, but the benefits are significant in terms of challenging demand.

7. Seamless Contact Centre Security Contact centres are often caught in the middle of the growing conflict between the compliance and customer service functions of a business. The application of innovative technologies – such as voice biometrics and speech analytics – can help achieve compliance goals while still delivering a level of seamless customer service.

8. Acting on Customer Feedback Capturing customer feedback is great, but it’s what you do with it that really distinguishes an organisation. There are multiple ways of collecting feedback, however it’s essential not just to collect scores but also capture customer comments to gain a sense of what customers actually think.

9. Knowledge Management effective Knowledge Management plays a critical role when it comes to addressing customer queries online – particularly when it’s powered
by near real-time knowledge base updates from the contact centre. Look for more organisations taking this approach in 2014.

10. More Effective Call SteeringBad IVR systems can undo multiple productivity gains – often leading to increases in transfer rates of up to 10%. Streamlining the experience by applying intelligent routing to each stage of the process will contribute directly to an improved customer experience.

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