"Phone, IVR, social, mobile – customers expect stellar experiences at every touchpoint. And these great expectations will only increase in 2014. Enterprises will be up to the task with technologies like self-care, context passing, uni ed dashboards, and more. For more on customer service trends, click here: http://www.infosys.com/trends/Pages/customer-service-2014.aspx"

1. TRENDS 2014
THE CUSTOMER SERVICE
COLLECTION
EXPERIENCE MATTERS,
EVERYWHERE

2. TRENDS 2014
THE CUSTOMER SERVICE
COLLECTION
Phone, IVR, social, mobile – customers expect stellar
experiences at every touchpoint.
And these great expectations will only increase in
2014. Enterprises will be up to the task with
technologies like self-care, context passing, unified
dashboards, and more.

3. TRENDS 2014
THE CUSTOMER SERVICE
COLLECTION
1
2
IN ‘DIY’ LIES
THE POWER
EXPERT CONNECT,
NOW INSTANT!
Automated virtual agents,
rewards and gamification
will increase the use of
self-care portals
Customers will want
to connect to the
right expert faster and
put a face to the voice

4. TRENDS 2014
THE CUSTOMER SERVICE
COLLECTION
3
4
SOCIAL CARE
GOES MAINSTREAM
KNOWING WHERE THE
CUSTOMER IS STUCK
Customers will want
answers on their platform
of choice – be it Facebook,
Twitter or Google+
Context passing
technologies will inform
agents about the customer’s
issue from any channel

5. TRENDS 2014
THE CUSTOMER SERVICE
COLLECTION
5
6
THE EMPOWERED
AGENT
ANALYZE TO
PERSONALIZE
Unified desktops and 360º
customer views will help
agents know it all and
resolve it all
Analytics from social media
and service history will be
used for faster, more
contextual resolutions

6. TRENDS 2014
THE CUSTOMER SERVICE
COLLECTION
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