24 oktober • frankfurt · 2020-07-25 · how to differentiate with amazing customer and agent...
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24 Oktober • Frankfurt
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How to differentiate with amazing customer and agent experiencesCustomer Service Management
Christopher HarmsSr. Advisory Solution Consultant Customer Service Management
Abhijit MitraVP and GMCustomer Service Management
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Engagement is not enough
CustomerEngagement
CustomerEngagement
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Service Management is the missing piece
+ ServiceManagement
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There is a better way
Service Management
Customer Service Management
Customer Engagement
+
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Challenges in customer’s journey
No permanent solutions
Needs notanticipated
Unable to help themselves
Why is my product not
working?
Searches service website
Contacts customer service
No solution—issued case #
Calls customer service again
When will this be fixed?
Why am I telling you there is a problem?
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Undesirable results for Customer Service leaders
No permanent solutions
Needs notanticipated
Unable to help themselves
Why is my product not
working?
Searches service website
Contacts customer service
No solution—issued case #
Calls customer service again
When will this be fixed?
Why am I telling you there is a problem?
Reduced CSATs Higher costs Lost revenue
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Key principles of Superior Customer Service
Effortless ProactiveConnected
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Make it easy for customers
2
5
3
4
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Reduce case volumewith self-service
Make it easy for customers
5
3
4
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Make it easy for customers
Assign tasks acrossthe enterprise
5 4
Reduce case volumewith self-service
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Make it easy for customers
Assign tasks acrossthe enterprise
5
Prevent future calls
Reduce case volumewith self-service
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Make it easy for customers
Assign tasks acrossthe enterprise
Prevent future callsMonitor for issues
Reduce case volumewith self-service
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Christopher HarmsSr. Advisory Solution Consultant Customer Service Management
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Customer
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CustomerServiceAgent
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A better way to deliver Customer Service
Effortless ProacFveConnected
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Now available in London
Take chat from conversation to
resolution
Your command center for prioritizing and
taking action
Proactively resolve issues before they
become crises
Virtual Agent Agent Workspace Major Issue Management
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