The Next Wave in Customer Service Technology

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The challenges faced in customer experience are different today from even just a year ago. Customer expectations are lower than ever, but the satisfaction threshold is higher than ever. And with interactions spreading out over multiple modalities, including voice, chat, email Twitter and Facebook, customer service teams are becoming more fragmented. A technical exploration of how to keep pace with the trends in call center technology

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The Next Wave in Customer Service Technology

  1. 1. TRENDS IN CALL CENTER TECHNOLOGY What will the future be like? Spoken.comWednesday, March 16, 2011 1
  2. 2. AGENDA ‣ Challenges ‣ 6+ Macro Trends ‣ People Technology ‣ Customer Technology ‣ Architecture Spoken.comWednesday, March 16, 2011 2
  3. 3. THIS DISCUSSION ‣ Make you think about how technology will impact your career ‣ What can you do to be “Even Better? ‣ Make it worth your time; ask questions anytime Spoken.comWednesday, March 16, 2011 3
  4. 4. CHALLENGES WE FACE ‣ Customer Expectations ‣ Multiplying Channels ‣ Staffing Hiring, Training & Retention ‣ Under or Over investment In Technology ‣ Under attack from Senior Managers ‣ We have no time Spoken.comWednesday, March 16, 2011 4
  5. 5. 6+ MACRO TRENDS ‣ Broadband only gets better ‣ Virtualization is coming to you ‣ Analog to Digital ‣ Help from your Customers ‣ Work from home ‣ Software Wins Spoken.comWednesday, March 16, 2011 5
  6. 6. BROADBAND ONLY GETS BETTER 600 80% 500 60% 400 300 40% 200 20% 100 0 0%ed Is Understated 1995 2000 2005 2011 Speed Is Understated Speed Home Penetration Spoken.comWednesday, March 16, 2011 6
  7. 7. VIRTUALIZATION IS COMING TO YOU ‣ Its not outsourcing ‣ Its not about people ‣ Its about the idea that you can get hardware, software & services on demand & friction free Spoken.comWednesday, March 16, 2011 7
  8. 8. ANALOG TO DIGITAL VOICES = DIGITS ‣ You’ve heard the story about VOIP; Skype or Vonage ‣ Carriers use SIP today they just don’t tell you ‣ SIP & the impact on you ‣ SIP makes every call a piece of software SIP means - Session Initiation Protocol, like HTTP or Hypertext Transfer Protocol Spoken.comWednesday, March 16, 2011 8The SIP protocol is an Application Layer protocol designed to be independent of the underlying transport layer; it can run on Transmission Control Protocol (TCP), User Datagram Protocol (UDP), or Stream ControlTransmission Protocol (SCTP).[2] It is a text-based protocol, incorporating many elements of the Hypertext Transfer Protocol (HTTP) and the Simple Mail Transfer Protocol (SMTP).[3]
  9. 9. HELP FROM CUSTOMERS CROWD SOURCING ‣ Your best fans want to help you ‣ Your new Customers want to succeed ‣ Your prospects want to know how honest you are ‣ Why don’t you ask for their help? Spoken.comWednesday, March 16, 2011 9
  10. 10. WORK FROM HOME IT’S BIGGER THAN YOU THINK ‣ Can you stand it? ‣ Are you ready for it? ‣ Can you manage it? ‣ Gas prices & the economics of availability ‣ Its all digital today Spoken.comWednesday, March 16, 2011 10
  11. 11. SOFTWARE WINS WHY YOU NEED TO KNOW THIS ‣ Every call is software - its a digit waiting to be pushed and processed. ‣ Every workflow should be considered software ‣ The job recovery’s slow start may be caused by technology ‣ Except in the area of customer service & sales ‣ Look at the Fortune 1000 Spoken.comWednesday, March 16, 2011 11
  12. 12. GOOD ENOUGH IS GOOD ENOUGH ‣ Look at Salesforce.com ‣ Don’t let new technology drive “year” long schedules ‣ Be incremental ‣ If not Salesforce - look at the US Air Force Spoken.comWednesday, March 16, 2011 12
  13. 13. AUTOMATION? SYSTEMS + HUMANS = WIN A10 Attack Plane - Predator Attack Drone Ground Attack Piloted from Kansas Plane Pilot @ Risk Pilot Not At Risk Spoken.comWednesday, March 16, 2011 13
  14. 14. BETTER THAN A CRUISE MISSILE ‣ Launch once ‣ No recourse ‣ Only does one “route” ‣ Can’t change based on conditions Spoken.comWednesday, March 16, 2011 14
  15. 15. HOW MANY OF YOU HATE SPEECH RECOGNITION? Spoken.comWednesday, March 16, 2011 15
  16. 16. Spoken.comWednesday, March 16, 2011 16
  17. 17. COMBINES HUMAN & SYSTEMS TOGETHER Spoken System Only Agent Only Conversational IVR Spoken.comWednesday, March 16, 2011 17
  18. 18. PEOPLE TECHNOLOGY ‣ The problem of Multi-mode ‣ A business idea “TradeMyShift.com” ‣ Letting people work from home ‣ Managing more with less - recording solutions ‣ But if calls are software . . . Spoken.comWednesday, March 16, 2011 18
  19. 19. MULTI-MODE PEOPLE ‣ There is a question - should people handle multiple channels? ‣ If so, what tools should they have? ‣ Think of all the apps . . . . Voice, Chat, Email, SMS, iPhone Applications, Google, & ? Spoken.comWednesday, March 16, 2011 19
  20. 20. CUSTOMER TOOLS CHANGE IN TECHNOLOGY CULTURE ‣ Do you provide tools for your Customers? ‣ Self-service = Google First ‣ Email ‣ Last resort is a call ‣ Your agents have to be better than google Spoken.comWednesday, March 16, 2011 20
  21. 21. “GOOGLIZE” SERVICE ‣ You want control? What is control? ‣ Put everything you can for self-service ‣ Product information ‣ Video demos ‣ FAQs Spoken.comWednesday, March 16, 2011 21
  22. 22. AN EXAMPLE GOOD? Spoken.comWednesday, March 16, 2011 22
  23. 23. GOPRO SUPPORT PAGE What do you think could be done even better here? Use your marketing hat - make it more inviting! No Icons No Pictures - Where do I start? Spoken.comWednesday, March 16, 2011 23
  24. 24. SECOND PAGE BETTER! Great use of Video Steps you through the process Icons to start Spoken.comWednesday, March 16, 2011 24
  25. 25. ARCHITECTURE WORKFLOW IS A COMBINATION OF HUMAN & SOFTWARE ‣ You need to be the Architect - not the systems people ‣ Think of what the combination will be Human & Systems ‣ Remember “good enough” is “good enough” ‣ Think quick ROI and manage to success Spoken.comWednesday, March 16, 2011 25
  26. 26. WORKFLOW CUSTOMER SOFTWARE DETECTS? AGENT PROBLEM? Spoken.comWednesday, March 16, 2011 26
  27. 27. TOO LONG TO PROGRAM A SOLUTION ‣ By the time its done - new problem or new fire ‣ Systems ‣ People ‣ Combination of the two Hybrid ‣ Friction free, uses mathematical models & human Spoken.comWednesday, March 16, 2011 27
  28. 28. AGENDA ‣ Challenges ‣ 6+ Macro Trends ‣ People Technology ‣ Customer Technology ‣ Architecture Spoken.comWednesday, March 16, 2011 28
  29. 29. THIS DISCUSSION ‣ Make you think about how technology will impact your career ‣ What can you do to be “Even Better”? ‣ Make it worth your time; ask questions anytime Spoken.comWednesday, March 16, 2011 29
  30. 30. Focus On Quick ROIs Spoken.comWednesday, March 16, 2011 30

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