key customer contact trends you need to understand · ⚫needs to be part of overall customer...
TRANSCRIPT
![Page 1: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/1.jpg)
Key Customer Contact Trends You Need to Understand
Blair PleasantCOMMfusion LLC and BCStrategies.com
www.commfusion.com
www.bcstrategies.com
Twitter: @blairplez
![Page 2: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/2.jpg)
Key Contact Center Trends
CX
Omnichannel
AI and Bots
Agent Experience
Integration with UC
New types of vendors
CLOUD
![Page 3: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/3.jpg)
Key Contact Center Trends
CX
![Page 4: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/4.jpg)
CX Matters
of consumers
say without
good customer
service, they
don’t get my
business
47% 66%of companies
now compete
based on CX
![Page 5: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/5.jpg)
Changing Customer Expectations
⚫Customers compare service levels –
regardless of vertical or company
size
⚫Digital natives – expect
personalization
“Your customers are comparing your business to Uber. If you don’t provide the
same kind of experience, you’ll fall behind.”
![Page 6: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/6.jpg)
Big Disconnect
80% of CEOs think they are
giving exceptional
CX
But only 8% of customers
feel they receive
exceptional CX
![Page 7: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/7.jpg)
What Makes a Good CX?
happy customer
Use past purchase history
to know your customer
Better resolution results
Know Me
![Page 8: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/8.jpg)
Key Contact Center Trends
Omnichannel
![Page 9: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/9.jpg)
What is Omnichannel?
Delivering a consistent experience, regardless of the
channel your customers choose to use
- Voice, email, SMS, text, social, messaging
Goal: Seamless customer experience
Multichannel is NOT Omnichannel
![Page 10: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/10.jpg)
Omnichannel is Real
> 60%prefer digital channels for
simple inquiries
60% prefer to try self service
before calling
> 50%-64%
prefer to use texting
over voice
Average customer uses
1-9 interaction channels
![Page 11: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/11.jpg)
Messaging as a Key Channel
⚫Meet customers “where they are”
⚫Preserves context of customers’ interactions
⚫Needs to be part of overall customer engagement platform
![Page 12: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/12.jpg)
Key Contact Center Trends
AI and Bots
![Page 13: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/13.jpg)
Bots and AI
⚫ Agent Assist
⚫ Push information to the agent
⚫ Suggested answers for the agent
⚫ Predictive routing
⚫ RPA
⚫ AI-based WFM
⚫Digital/Virtual Assistants
◼ Amazon, Google, Apple, etc.
![Page 14: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/14.jpg)
What About Chatbots?
44%are comfortable interacting with a
chatbot if they know they can escalate to
a live agent
![Page 15: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/15.jpg)
AI
⚫Augmenting agents
⚫More efficient handling of interactions
⚫ Faster speed of answer
⚫Surface trends, issues
⚫Agents can focus on more complex
interactions; higher-value tasks
⚫But: agents will handle more complex
interactions
![Page 16: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/16.jpg)
Key Contact Center Trends
Agent Experience
![Page 17: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/17.jpg)
+ + =
Agent Experience (AX)
of employees
worldwide are “not
engaged”
of workers worldwide
are “actively
disengaged”
24%
63%
![Page 18: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/18.jpg)
Motivate◼Engage+ +
Happy Agents = Happy Customers
=
Focus on the Agent Experience
![Page 19: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/19.jpg)
Key Contact Center Trends
Integration with UC
![Page 20: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/20.jpg)
UC + CC = Enhanced Value
• 10% of all phone inquiries require assistance from SMEs
• Better service customers –FCR
• Improve collaboration between agents, supervisors, customers
![Page 21: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/21.jpg)
Key Contact Center Trends
CLOUD
![Page 22: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/22.jpg)
Cloud
It all starts
with the
Cloud
![Page 23: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/23.jpg)
Cloud = Flexibility
⚫Scale Demand
⚫Scale Agents
⚫Scale Features
⚫Remote agents
⚫Pay as you go
⚫Automatic updates
![Page 24: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/24.jpg)
Key Contact Center Trends
New types of vendors
![Page 25: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/25.jpg)
New Entrants and Options
Twilio Flex
Amazon Connect
Zendesk Support
Salesforce Service Cloud
+ new players
![Page 26: Key Customer Contact Trends You Need to Understand · ⚫Needs to be part of overall customer engagement platform. Key Contact Center Trends AI and Bots. Bots and AI ⚫Agent Assist](https://reader033.vdocuments.us/reader033/viewer/2022041614/5e39e06efc39f37acc7b05c3/html5/thumbnails/26.jpg)
Thank You
Blair PleasantCOMMfusion LLC & UCStrategies.com
[email protected] @blairplez
www.bcstrategies.com www.commfusion.com