Best-In-Class Capabilities Trends from the Aspect Self-Assessment Tool

Chris Koziol, President, Aspect

20 April 2016

• Transition from Contact Centre to Engagement Centre

• Shift towards mobile, digital, and self-service accelerating

• Growing consumer preference for non-voice channels

• Customer engagement centre blends self-service, collaboration, insight and proactive outreach

Key Market Trends ‘15 – ‘18

Source: Gartner Customer 360 Summit 2015

Consumers Increasingly Use Self-Service Channels for Customer Service

Using a self-service mobile phone app or Help or FAQs on company website

Conversation with a customer service reps or agent via telephone

The response to an email that I sent to customer service

Instant Messaging/online chat with live person

Voice self-service (either touchtone or speech recognition)

Online forum or community with other customers

Contacting a company using Twitter

83%

76%

65%

63%

56%

43%

84%

Source: Forrester, Trends 2016: The Future of Customer Service

What are Your Priorities for Impacting CX?

How Do You Stack Up?

Aspect Business Assessment -What is it?

• Online self-assessment tool

• Asks companies to rate their contact centre capabilities across 10 areas of business that affect the customer experience.

Self-Assessment Insight

Which capabilities

are needed?

Sample Results

• How do current capabilities measure up against best-in-class?

• Snapshot of where you stand vs. where they would like to be

• Example - Top three areas of focus:

• mobile self-service

• inbound activities

• social engagement

Sample Results

• How do current capabilities measure up against best-in-class?

• Snapshot of where you stand vs. where they would like to be

• Example - Top three areas of focus:

• social engagement

• back office

• speech and text

AIRLINES

AUTOMOTIVE

BANKING/FINANCE

BUSINESS SERVICES

CONSUMER LOANS

CONSUMER PRODUCTS

CONSUMER SERVICES

EDUCATION

FINANCIAL SERVICES

GOVERNMENT

HEALTHCARE

HEALTHCARE PROVIDERS

INSURANCE

MANUFACTURING

MORTGAGE SERVICING

NOT FO RPROFIT

OUTSOURCING

PHARMASEUTICALS

PRINTING/PUBLISHING

PROFESSIONAL …

RETAIL

TECHNOLOGY

TELECOMMUNICATIONS

TRAVEL/HOSPITALITY

UTILITIES

OTHER

143 Self-Assessments by Industry

Self-Assessment Results eBook

Summary analysis of over 140+ submissions to our best-in-class self-assessments

Most mature capabilities

Top 10 requested capabilities

Trends across industries

Key Findings

Self-Service

62%

18%

20%Would Add Value

Currently Have

Would Not Add Value

SPEECH AND TEXT ANALYTICS

66%

16%

18%

Would Add Value

Currently Have

Would Not Add Value

BACK OFFICE OPERATIONS

65%

10%

25%Would Add Value

Currently Have

Would Not Add Value

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• It takes 10-15 minutes to complete

• Aspect representative will review your personalised report highlighting your performance, areas of opportunity and your self-assessment score

• Complete your assessment and receivea copy of our eBook

www.aspect.com/best-in-class-self-assessmentGO TO:

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