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Тренды в отрасли контактных центров
- 1. Тренды в отрасли контактных центров 2013 год
- 3. A consistent experience, regardless of the channel being used for engagement
- 4. Main trends CRM Customer Service and Support The explosion of social channels Supporting mobile consumers Voice identification & recognition Costs and outsourcing
- 5. Main trends CRM Customer Service and Support The explosion of social channels Supporting mobile consumers Voice identification & recognition Costs and outsourcing
- 6. CRM and Customer Service Support Trends Сейчас Social Media Engagement Solutions Contact Center Quality Management Contact Center Workforce Management Remote Monitoring and Device Management 2-5лет 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 10лет Contact Center Interaction Analytics Cross-Channel Analytics
- 7. CRM and Customer Service Support Trends Сейчас Social Media Engagement Solutions Contact Center Quality Management Contact Center Workforce Management Remote Monitoring and Device Management 2-5лет 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 10лет Contact Center Interaction Analytics Cross-Channel Analytics
- 8. CRM and Customer Service Support Trends Сейчас Social Media Engagement Solutions Contact Center Quality Management Contact Center Workforce Management Remote Monitoring and Device Management 2-5лет 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 10лет Contact Center Interaction Analytics Cross-Channel Analytics
- 10. Custometer - Online dashboard
- 11. Custometer – analysis & reporting
- 12. CRM and Customer Service Support Trends Сейчас Social Media Engagement Solutions Contact Center Quality Management Contact Center Workforce Management Remote Monitoring and Device Management 2-5лет 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 10лет Contact Center Interaction Analytics Cross-Channel Analytics
- 14. CRM and Customer Service Support Trends Сейчас Social Media Engagement Solutions Contact Center Quality Management Contact Center Workforce Management Remote Monitoring and Device Management 2-5лет 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 10лет Contact Center Interaction Analytics Cross-Channel Analytics
- 15. CRM and Customer Service Support Trends Сейчас Social Media Engagement Solutions Contact Center Quality Management Contact Center Workforce Management Remote Monitoring and Device Management 2-5лет 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 10лет Contact Center Interaction Analytics Cross-Channel Analytics
- 17. Main trends CRM Customer Service and Support The explosion of social channels Supporting mobile consumers Voice identification & recognition Costs and outsourcing
- 18. Trends for content and social analytics Сейчас Social Media Engagement Solutions Predictive Analytics Social Media Monitors Web Analytics 2-5лет Social Analytics Social Media Marketing Platforms Text Analytics
- 19. 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 comment ENGAGE 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.
- 20. Trends for content and social analytics Сейчас Social Media Engagement Solutions Predictive Analytics Social Media Monitors Web Analytics 2-5лет Social Analytics Social Media Marketing Platforms Text Analytics
- 22. Main trends CRM Customer Service and Support The explosion of social channels Supporting mobile consumers Voice identification & recognition Costs and outsourcing
- 23. Remote Monitoring and Device Management
- 24. Main trends CRM Customer Service and Support The explosion of social channels Supporting mobile consumers Voice identification & recognition Costs and outsourcing
- 26. Main trends CRM Customer Service and Support The explosion of social channels Supporting mobile consumers Voice identification & recognition Costs and outsourcing
- 27. Costs and outsourcing Costs Сокращение расходов Outsourcing Управление всем клиентским опытом Фокус на долгосрочном сотрудничестве Больше внимания качеству, а не цене Многоканальность Self-service
- 28. Costs and outsourcing Costs Сокращение расходов Outsourcing Управление всем клиентским опытом Фокус на долгосрочном сотрудничестве Больше внимания качеству, а не цене Многоканальность Self-service
- 29. Costs and outsourcing Costs Сокращение расходов Outsourcing Управление всем клиентским опытом Фокус на долгосрочном сотрудничестве Больше внимания качеству, а не цене Многоканальность Self-service