10 predictions - call centre helper magazine
TRANSCRIPT
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10 Predict ions
for 2019
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Prediction 1
A I i n c r e a s i n g l y e m b e d s a c r o s s e v e r y d a y c o n t a c t c e n t r e a c t i v i t i e s
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1 0 P r e d i c t i o n s F o r 2 0 1 9S k i l l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0
Virtual Assistance Improves
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M a n a g e m e n t
Live Assistance
SelfService
ProactiveService
GettingSmarter
Quality &Performance
Recruitment &Development
Analytics &Insight
• Behavioural modelling• Next best action
Contact Prediction & Routing
C u s t o m e r
• Advisors’ virtual assistant
• Task automation• Automated wrap-
up
• Bot based VoC/E• Real time adaptive
scheduling• Cognitive analytics
• Virtual assistant coaching
• Personalised dashboards
•Advisor VA•RPA for task automation
• Intent libraries• Knowledge curation• Virtual Assistants• Two way escalation
• Omni-channel optimisation
• Eliminate ‘no value’ contacts
• Transform service journeys
• Anticipating what’s needed when it’s needed
• Automated CV evaluation
• Personalised learning pathways and prompted support
From Working Harder to Working Smarter
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Prediction 2
O m n i - c h a n n e l d e s i g nb e c o m e s e s s e n t i a l f o r c o s t e f f e c t i v e C X
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A Common Ambition
“Our own iD mobile have introducing an app, increasing self service and reducing cost to serve. across the past year . We currently have 850,000 subscribers. They have reduced FTE needs by around 20% during a year of growth”
T O D A Y F U T U R E
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Channels Multiply – They Seldom Die
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Prediction 3
G r e a t e r i n v e s t m e n t i n a u n i f i e d e c o s y s t e m t o k n i t t o g e t h e r c o n t a c t c h o i c e s ,
d a t a , w o r k f l o w
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Virtual Assistant - Human
Context I
ntentHuman - Virtual Assistant
Make Escalation Seamless
m u l t i - m o d a l - s p e e c h o r t e x t
I n b o u n d o r o u t b o u n d
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Focus on CX not Desktop
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AUDIENCEFEEDBACK
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Prediction 4
L e a d i n g b r a n d s w i l l u s e m o d e r n t e c h n o l o g i e s t o i n n o v a t e a n d d i f f e r e n t i a t e
t h e i r s e r v i c e p r o p o s i t i o n s
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Service Components
Scale ‘nReach
DigitalGlue
AITechnologies
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Prediction 5
T h e l e a d i n g b r a n d s e m b e d n e w s k i l l s i n t o c u s t o m e r s e r v i c e m a n a g e m e n t
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Transforming Service Journeys
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ProductOwner
Solutions Architect
Software Engineer
Designer
Tester UI/UX
Contact Centre Advisor
Shift Supervisor
CEL Team Leader
Shift Supervisor
Resource planner
AI Conversation
Architect
Real Time Chat Analyst
Product Executive
Sentiment Analyst
AI Strategy Lead
AI Configuration
Admin
Integrated Agile Product Development Squad
Operations Contact Centre Team
Nick CockerillHead Of Product – Operational TechnologySky Gaming
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Prediction 6
M o r e d i v e r s i f i e d r e s o u r c i n g m o d e l s
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Virtual & homeworking
UC and collaboration
New advisor pool
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Prediction 7
L e s s c o m m a n d a n d c o n t r o l M o r e e m p o w e r m e n t
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New research reveals that just 25% of UK employees feel actively engaged in
their job, spelling bad news for organisations whose disaffected employees
could be turning customers away
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“Coach and develop me; don't just
assess me!”
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WEM
WFO
WFM
QM
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Prediction 8
Q u a l i t y m a n a g e m e n t a l i g n s c l o s e rw i t h c u s t o m e r e x p e r i e n c e
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In the context of manufacturing products, it means achieving a single expected design standard
What Is Quality?
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In the context of engaging customers, it means meeting the standards of many individual expectations
What Is Quality?
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Customer expectations are shaped bythe type of service journey and generational preferences
What Is Quality?
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Contact centre quality management has often confused the two
What Is Quality?
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QUALITYMeeting an expected standard
CUSTOMERI got what I came for
(functional & emotional needs are met)
ORGANISATIONWe delivered our customer experience
(value proposition/brand promise)
REGULATORYou made sure the customer understood what they bought
(functional & emotional needs are met)
Each Stakeholder Sees Quality From Their Priorities
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AUDIENCEFEEDBACK
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Prediction 9
C o n t a c t C e n t r e s b a l a n c e a u t o m a t i o n w i t he m o t i o n m a n a g e m e n t
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Prediction 10
S o m e w i l l b e t o o p r e o c c u p i e da n d w i l l d o n o n e o f t h e s e
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