Тренды в отрасли контактных центров
TRANSCRIPT
![Page 1: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/1.jpg)
Тренды в отрасли
контактных центров2013 год
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A consistent
experience, regardless
of the channel being
used for engagement
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Main trends
CRM Customer Service and Support
The explosion of social channels
Supporting mobile consumers
Voice identification & recognition
Costs and outsourcing
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Main trends
CRM Customer Service and Support
The explosion of social channels
Supporting mobile consumers
Voice identification & recognition
Costs and outsourcing
![Page 6: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/6.jpg)
CRM and Customer Service Support
TrendsСейчас
Social Media Engagement Solutions
Contact Center Quality Management
Contact Center Workforce Management
Remote Monitoring and Device Management
2-5
лет
Comprehensive CM BPO
Customer-Centric Web Strategies
Enterprise Feedback Management
Expertise Location and Management
External Peer-to-Peer Communities
Field Service Workforce Optimization
Intent-Driven Customer Systems
Knowledge Management for Customer Self-Service
MDM of Customer Data
Social Analytics
Text Analytics
Virtual Assistants
Web Customer Service Suites
Work at Home
10 л
ет
Contact Center Interaction Analytics
Cross-Channel Analytics
![Page 7: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/7.jpg)
CRM and Customer Service Support
TrendsСейчас
Social Media Engagement Solutions
Contact Center Quality Management
Contact Center Workforce Management
Remote Monitoring and Device Management
2-5
лет
Comprehensive CM BPO
Customer-Centric Web Strategies
Enterprise Feedback Management
Expertise Location and Management
External Peer-to-Peer Communities
Field Service Workforce Optimization
Intent-Driven Customer Systems
Knowledge Management for Customer Self-Service
MDM of Customer Data
Social Analytics
Text Analytics
Virtual Assistants
Web Customer Service Suites
Work at Home
10 л
ет
Contact Center Interaction Analytics
Cross-Channel Analytics
![Page 8: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/8.jpg)
CRM and Customer Service Support
TrendsСейчас
Social Media Engagement Solutions
Contact Center Quality Management
Contact Center Workforce Management
Remote Monitoring and Device Management
2-5
лет
Comprehensive CM BPO
Customer-Centric Web Strategies
Enterprise Feedback Management
Expertise Location and Management
External Peer-to-Peer Communities
Field Service Workforce Optimization
Intent-Driven Customer Systems
Knowledge Management for Customer Self-Service
MDM of Customer Data
Social Analytics
Text Analytics
Virtual Assistants
Web Customer Service Suites
Work at Home
10 л
ет
Contact Center Interaction Analytics
Cross-Channel Analytics
![Page 9: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/9.jpg)
Custometer
Разработка исследования
Ежедневная выборка
клиентов, которые
пользовались продуктом компании
IVR outboundOnline
monitoringАнализ и
отчетность
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Custometer - Online dashboard
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Custometer – analysis & reporting
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CRM and Customer Service Support
TrendsСейчас
Social Media Engagement Solutions
Contact Center Quality Management
Contact Center Workforce Management
Remote Monitoring and Device Management
2-5
лет
Comprehensive CM BPO
Customer-Centric Web Strategies
Enterprise Feedback Management
Expertise Location and Management
External Peer-to-Peer Communities
Field Service Workforce Optimization
Intent-Driven Customer Systems
Knowledge Management for Customer Self-Service
MDM of Customer Data
Social Analytics
Text Analytics
Virtual Assistants
Web Customer Service Suites
Work at Home
10 л
ет
Contact Center Interaction Analytics
Cross-Channel Analytics
![Page 13: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/13.jpg)
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CRM and Customer Service Support
TrendsСейчас
Social Media Engagement Solutions
Contact Center Quality Management
Contact Center Workforce Management
Remote Monitoring and Device Management
2-5
лет
Comprehensive CM BPO
Customer-Centric Web Strategies
Enterprise Feedback Management
Expertise Location and Management
External Peer-to-Peer Communities
Field Service Workforce Optimization
Intent-Driven Customer Systems
Knowledge Management for Customer Self-Service
MDM of Customer Data
Social Analytics
Text Analytics
Virtual Assistants
Web Customer Service Suites
Work at Home
10 л
ет
Contact Center Interaction Analytics
Cross-Channel Analytics
![Page 15: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/15.jpg)
CRM and Customer Service Support
TrendsСейчас
Social Media Engagement Solutions
Contact Center Quality Management
Contact Center Workforce Management
Remote Monitoring and Device Management
2-5
лет
Comprehensive CM BPO
Customer-Centric Web Strategies
Enterprise Feedback Management
Expertise Location and Management
External Peer-to-Peer Communities
Field Service Workforce Optimization
Intent-Driven Customer Systems
Knowledge Management for Customer Self-Service
MDM of Customer Data
Social Analytics
Text Analytics
Virtual Assistants
Web Customer Service Suites
Work at Home
10 л
ет
Contact Center Interaction Analytics
Cross-Channel Analytics
![Page 16: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/16.jpg)
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Main trends
CRM Customer Service and Support
The explosion of social channels
Supporting mobile consumers
Voice identification & recognition
Costs and outsourcing
![Page 18: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/18.jpg)
Trends for content and social analytics
Сейчас
Social Media Engagement Solutions
Predictive Analytics
Social Media Monitors
Web Analytics
2-5
лет
Social Analytics
Social Media Marketing Platforms
Text Analytics
![Page 19: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/19.jpg)
Social Media Engagement
LISTEN
SEGMENTATION
INTEGRATE
Connect to social media sites and monitor them for what people are saying
about your brand, products or services.
Decide which Messages are important and which of them are needed a
response from your business, and from which department.
Get the right person in your company to respond with consistent, accurate
and meaningful information. Where possible, ‘close the loop’ by
responding in the same medium as the initial commentENGAGE
Integrate interactions across customer touch points and departments, so
that customers get a single, consistent view of the company no matter
how they engage with you.
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Trends for content and social analytics
Сейчас
Social Media Engagement Solutions
Predictive Analytics
Social Media Monitors
Web Analytics
2-5
лет
Social Analytics
Social Media Marketing Platforms
Text Analytics
![Page 21: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/21.jpg)
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Main trends
CRM Customer Service and Support
The explosion of social channels
Supporting mobile consumers
Voice identification & recognition
Costs and outsourcing
![Page 23: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/23.jpg)
Remote Monitoring and Device
Management
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Main trends
CRM Customer Service and Support
The explosion of social channels
Supporting mobile consumers
Voice identification & recognition
Costs and outsourcing
![Page 25: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/25.jpg)
Voice verification
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Main trends
CRM Customer Service and Support
The explosion of social channels
Supporting mobile consumers
Voice identification & recognition
Costs and outsourcing
![Page 27: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/27.jpg)
Costs and outsourcing
Cost
sСокращение расходов
Outs
ourc
ing
Управление всем клиентским опытом
Фокус на долгосрочном сотрудничестве
Больше внимания качеству, а не цене
Многоканальность
Self-service
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Costs and outsourcing
Cost
sСокращение расходов
Outs
ourc
ing
Управление всем клиентским опытом
Фокус на долгосрочном сотрудничестве
Больше внимания качеству, а не цене
Многоканальность
Self-service
![Page 29: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/29.jpg)
Costs and outsourcing
Cost
sСокращение расходов
Outs
ourc
ing
Управление всем клиентским опытом
Фокус на долгосрочном сотрудничестве
Больше внимания качеству, а не цене
Многоканальность
Self-service
![Page 30: Тренды в отрасли контактных центров](https://reader030.vdocuments.net/reader030/viewer/2022020307/55b62dcebb61ebd8328b4631/html5/thumbnails/30.jpg)
Спасибо за внимание!