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2014 Customer Service Trends by Infosys
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2014 Customer Service Trends by Infosys

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"Phone, IVR, social, mobile – customers expect stellar experiences at every touchpoint. …

"Phone, IVR, social, mobile – customers expect stellar experiences at every touchpoint.
And these great expectations will only increase in 2014. Enterprises will be up to the task
with technologies like self-care, context passing, uni ed dashboards, and more. For more on customer service trends, click here: http://www.infosys.com/trends/Pages/customer-service-2014.aspx"

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  • 1. TRENDS 2014 THE CUSTOMER SERVICE COLLECTION EXPERIENCE MATTERS, EVERYWHERE
  • 2. TRENDS 2014 THE CUSTOMER SERVICE COLLECTION Phone, IVR, social, mobile – customers expect stellar experiences at every touchpoint. And these great expectations will only increase in 2014. Enterprises will be up to the task with technologies like self-care, context passing, unified dashboards, and more.
  • 3. TRENDS 2014 THE CUSTOMER SERVICE COLLECTION 1 2 IN ‘DIY’ LIES THE POWER EXPERT CONNECT, NOW INSTANT! Automated virtual agents, rewards and gamification will increase the use of self-care portals Customers will want to connect to the right expert faster and put a face to the voice
  • 4. TRENDS 2014 THE CUSTOMER SERVICE COLLECTION 3 4 SOCIAL CARE GOES MAINSTREAM KNOWING WHERE THE CUSTOMER IS STUCK Customers will want answers on their platform of choice – be it Facebook, Twitter or Google+ Context passing technologies will inform agents about the customer’s issue from any channel
  • 5. TRENDS 2014 THE CUSTOMER SERVICE COLLECTION 5 6 THE EMPOWERED AGENT ANALYZE TO PERSONALIZE Unified desktops and 360º customer views will help agents know it all and resolve it all Analytics from social media and service history will be used for faster, more contextual resolutions
  • 6. TRENDS 2014 THE CUSTOMER SERVICE COLLECTION FIND OUT MORE Video Blog post Infographic Tweet chat WATCH READ VIEW KNOW MORE #CustServTrends infosys.com/trends2014