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  • © 2014 Verint Systems Inc. All Rights Reserved Worldwide.

    Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    Kelly Koelliker

    Director, Solutions Marketing

    The Future of Customer Service

    Top 5 Trends

    1

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 2

    Take a Guess!

    What do you think will make

    the Top 5 Trends for the

    Future of Customer Service?

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 3

    Who remembers the Palm Pilot?

    Palm Pilots were launched March 10, 1997:

    Just 20 years ago!

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 4

    Technology is changing rapidly

    Customer expectations are changing rapidly

    Customer service organizations…. not as much

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 5

    How can you keep up with expectations?

    What trends should you adopt?

    What do customers REALLY want?

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 6

    The Future of Customer Service

    Top Trends5

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 7

    #1: Self-Service

    Within 4 years consumers

    will manage

    85% of their

    relationships with an organization without

    interfacing with a human.

    Gartner, The Five CRM Customer Engagement Technologies to Focus on through 2020, 8 March 2016

    NOW

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    Better Outcomes, Less Effort

    • Empower the customer to help themselves and provide service the

    way the customer wants to access it

    • Deflect interactions from more costly channels like phone, email and chat

    8

    Happier

    customers for

    less money!

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    1. Self-service knowledge should be driven from agent knowledge

    2. Optimize self-service for mobile usage

    3. Consider including simple transactions as well as knowledge

    4. Ask for customer feedback

    5. Always include escalation channels

    9

    Sounds great, how do I do it?

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 10

    There are no channels

    just people.

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    Customer Choice - Shared Intelligence

    11

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 12

    What does the rise in self-service mean for

    my existing call centers?

    Call centers, and the employees who staff

    them, are now more important than ever.

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    • Assess your current self-service offering

    • Check for clear escalation paths

    • Consider a customer survey

    13

    How can I get started TODAY?

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    Is your organization

    currently looking into bots

    and/or virtual assistants?

    14

    #2: Bots and Artificial

    Intelligence SOON

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    The Evolution of Virtual Assistants

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 16

    Benefits of Bots and Virtual Assistants

    • Seamlessly transition from self to assisted service

    • Elicit more detailed questions from customers

    • Deflect common questions from higher cost channels

    • Provide the experience customers are looking for

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 17

    Rules-Based vs. AI-Based

    • Rules allow granular control over the user experience

    • Rules also require additional maintenance and setup

    • AI should be able to learn and improve with minimal maintenance

    • AI can be difficult to control and can lead to undesirable user experience

    • Organizations should seek solutions that provide a balance of these approaches

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    • Analyze inbound questions from digital

    channels to determine if a bot would

    significantly affect deflection

    18

    How can I get started TODAY?

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 19

    #3: Speech Recognition

    Do you use Alexa, Siri or

    Google Home in your daily

    life?

    SOON

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    Voice Driven

    Knowledge Management

    • Every 10 years a paradigm shift occurs around how we interact with computers

    • The technology is now mature enough

    • With Siri, Google Home and Alexa – voice driven knowledge is now.

    • Adds the capability of bots and VAs to the voice experience

    20

    © D

    O C

    U B

    YTE / IN K

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    Speech Recognition is not just for

    customers!

    • Agents and branch/store employees spend a tremendous amount of time

    searching for information

    • Typing and searching pull attention away from focusing on the customer

    • Real-time speech recognition can automatically present contextually

    relevant search results as the agent

    speaks to the customer

    21

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    • Do side-by-sides with your agents and

    watch how they work.

    • Look for instances where they search for

    information to determine the benefit of

    adding speech recognition.

    22

    How can I get started TODAY?

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 23

    #4: Internet of Things FUTURE

    “The interconnection via the

    Internet of computing devices

    embedded in everyday objects,

    enabling them to send and receive

    data.”

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    IoT - Wearables

    24

    By 2020 more

    than 30 billion devices

    will be wirelessly

    connected to physical

    things

    © D

    O C

    U B

    YT E

    / IN

    K

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    Context

    25

    Why do WE care?

    Convenience

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 26

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    • Think about what use case scenarios

    could be possible in your industry

    • Focus on those with the highest impact to

    context and convenience

    27

    How can I get started TODAY?

  • Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

    Pew Research Social Media Fact Sheet, 2017

    28

    #5: Social Media and

    Communities NOW

    69% of the public uses social media

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    Your customers are talking TO you.

    Your customers are talking ABOUT you.

    Are you LISTENING?

  • Confidential and

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