VISION: Customer service of the future: will full automation happen?

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What might be the “Customer Service 2020”? We invited service leads to generate a joint vision – here you find:

Customer Service 2020: Co-creation in Crowds
Chapter 1 Engaging with the “New” Customer: An Individual in a Community
Chapter 2 Managing the Shift of Control: Finding an Equilibrium
Chapter 3 Moving to Vendor Relationship Management: Customers as Empowered Partners
Chapter 4 Standing Out from the Crowd: Being the Customer’s Trusted Partner
Chapter 5 Managing a Mix of Channels: More Contacts, More Often
Chapter 6 Working in an Uncertain Environment: Responding to Change Fast

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VISION: Customer service of the future: will full automation happen?

  1. 1. Copyright © 2010 Capgemini. All rights reserved. 1 Customer Service of the Future: Your contact centre is a machine & Your processes are driven by emotions -
  2. 2. Your Contact Center is a Machine
  3. 3. Your Contact Centre is an Interaction Hub
  4. 4. All Channels are Completely Integrated
  5. 5. Customers can Switch from Channel to Channel During an Interaction
  6. 6. 6Copyright © 2009 Capgemini. All rights reserved. Presentation Title Intelligent Routing and Monitoring is Key
  7. 7. All Processes are Automated
  8. 8. Business Process Management is Embraced by the Front Office
  9. 9. All Workflows are Defined and Automated
  10. 10. The Workflow Directs the Customer to the Appropriate Channel if this Needs to be Changed During the Interaction
  11. 11. Only 20% of the Queries Require Human Interaction 20% 80%
  12. 12. The IVR Technology and Virtual Agents Replace Human Interaction
  13. 13. Workflows Direct Customers to Self Service in Many Cases
  14. 14. The Customer is Directed to an Agent Only if the Query Requires Expertise in a Specific Area
  15. 15. 15Copyright © 2009 Capgemini. All rights reserved. Presentation Title Your processes are driven by your customers’ emotions
  16. 16. 16Copyright © 2009 Capgemini. All rights reserved. Presentation Title Emotional intelligence is at the core of customer service
  17. 17. 17Copyright © 2009 Capgemini. All rights reserved. Presentation Title Emotion detection is a standard feature of any contact centre
  18. 18. 18Copyright © 2009 Capgemini. All rights reserved. Presentation Title Emotions can be detected online, not only through voice communication
  19. 19. 19Copyright © 2009 Capgemini. All rights reserved. Presentation Title Virtual agents have emotional intelligence
  20. 20. 20Copyright © 2009 Capgemini. All rights reserved. Presentation Title Contact centre processes are designed to experience emotions
  21. 21. 21Copyright © 2009 Capgemini. All rights reserved. Presentation Title Emotionally engaging customers: addressing their real needs
  22. 22. 22Copyright © 2009 Capgemini. All rights reserved. Presentation Title Emotionally engaging customers: through a coherent personality
  23. 23. 23Copyright © 2009 Capgemini. All rights reserved. Presentation Title Emotionally engaging customers: adopting a human tone
  24. 24. 24Copyright © 2009 Capgemini. All rights reserved. Presentation Title Emotions deliver monetary value
  25. 25. 25Copyright © 2009 Capgemini. All rights reserved. Presentation Title Emotional engagement improves loyalty and retention
  26. 26. 26Copyright © 2009 Capgemini. All rights reserved. Presentation Title Understanding emotions improves service consistency
  27. 27. 27Copyright © 2009 Capgemini. All rights reserved. Presentation Title Understanding emotions helps resolve queries quickly

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