The 5 trends covered include:
1. Changes in customer interaction methods - the move to omni-channel and customer collaboration
2. The evolution of self-service - knowledge management, the Internet of Things, and beyond
3. Dramatic increase in mobility - the impact on customer communications
4.The "enterprise as contact center" - collaboration, back office service and the blurring of contact center boundaries
5.The evolution of contact center metrics - making it about quality and customer value
32. Mark is immediately productive, handling interactions of all types:
SMS texts, social media, email, and so on. He can multi-task,
handling multiple customer requests at the same time.
I I
III II
33. While responding to non-live interactions, a high-priority callback
comes into queue. (A customer had been using the company’s
mobile app and needed live help.)
34. CRM
History
KB
Articles
It’s from Laura, routed to Mark because he handled her last call.
Mark sees Laura’s CRM record, interaction history, and the top knowledge
base articles that match the products that Laura has purchased.
35. The speech analytics application coaches Mark throughout the call, ensuring
he stays on script and detecting any issues. Is Mark talking over her? Is he
speaking too fast? Is he speaking too loudly? Is Laura getting upset?
36. Mark needs help with Laura’s issue, so he flags his supervisor,
Anna, who sees the alert on her tablet and monitors Mark’s call –
she can IM or help him with the call.
37. I I
III
II
With Laura’s issue handled, Mark gets back to those other
communications. He is continuously productive.
38. Laura is satisfied, and Anna has a recording of the session that she
can evaluate and use for coaching staff in the future.