meeting the emotional needs of consumers and agents · the emotional connection of advisors to...
TRANSCRIPT
Meeting the emotional needs of consumers and agents
Exceeding Customer Experience Expectations Across All Generations
Neil TitcombManaging Director UKI
© Odigo 2020. All rights reserved |
Ringing in the changes – Defined by social consciousnessRinging in the changes – Defined by social consciousness
1920s 1930s 1940s 1950s 1970s 1980s
1925
SilentGeneration
BabyBoomers Gen X
Gen YMillennials
1943 1965 1980
© Odigo 2020. All rights reserved |
The singularity timeline
© Odigo 2020. All rights reserved |
Face to face – a world of personalities with emotion
© Odigo 2020. All rights reserved |
Each generation has a different emotional bias towards technology
MillennialsBaby Boomers Gen Z• Will ask why is it
useful?
• Typically non-habitual users
• In general, tech does not change their life
• Evolved with technology
• Resourceful and often lead disruption
• Embrace all channels with business and personal overlap
• Only knows technology
• Tends be consumed in a digital world
• Takes it all for granted
Gen X• First to assimilate the
WWW and computers
• Generally adopt new channels but…
• Social channels are for personal use
© Odigo 2020. All rights reserved |
Contact Centre
The emotional connection of advisors to customers
Slow
systems
Re-
keying
Surprise
events
Lack of
insight
Fraud
The
internal
challenges
Work-
arounds
Angry
Urgency
Expectation
Embarrassed
Frustration
The
external
challenges
Fraudster
Customer NPS
Ease of journey
Right first time
Agent NPS
© Odigo 2020. All rights reserved |Capability
Omni-Channel SCV /
Decisioning Omni-Channel /
Intelligent Routing
Stand Alone / Voice Only
Siloed voice-only channel operating in a reactive capacity, little or no customer insight
Enables Guests to engage via preferred channels (voice, email, SMS, chat), Agents empowered by unified desktop offering & intelligent routing
Granular SCV
incorporating real-time
digital behaviours, ID
resolution & preferences
maintained, AI and
automation to deliver
Next Best Experience Cu
sto
mer E
xp
erie
nce D
elivered
Seamless interplay between human & automated channels, centralised decisioning, content & offers adapted in real-time based on 1:1 context
Multi-Channel / Retrospective
Analysis
Voice & email operating independently, limited operational CRM & Agent KPI dashboards
Automated, Predictive,
Contextual 1:1 Personalisation
Single Channel Multi-Channel Omni-Channel Channel-Less
Limited Differentiation
Transition from Re-Active Engagement → Pro-Active Engagement
Contact Centre – Transition and Maturity Journey
© Odigo 2020. All rights reserved |
Personalisation
Most customers expect an agent to know their contact details, the history of
previous exchanges...
76%
▪ Context▪ Contact preferences▪ History▪ Recognition
Source : Microsoft Global Customer Service Report March 2019
© Odigo 2020. All rights reserved |
Contact Centre
Contextual and informed – Where new meets traditional
Predict
why
Capture
intent
Know their
history
Enhanced
Self-
service
Early
insights
Identify
fraud faster
Emotional
disposition
Likely
next step
Emotional
intent
Context and
history
Next best
action
Early
insights
Identify fraud
faster
Matching to
agent not
process
Sentiment
Informed routing
WhoWhyWhatWhenWhere
© Odigo 2020. All rights reserved |
“Which customer service brands are leaders in customer emotion management? (Contact Centres and online examples only)
Not sure I could name
anyone
Can’t think of one!
Nothing outstanding
comes to mind
Not actually aware of any that I would
call specialCan’t think of a single
one
Not seen it done well
I haven’t dealt with any that are or had people talk about
any
Many stand out for the wrong reasons, few for
positive emotional management
© Odigo 2020. All rights reserved |
Automatisationwhen relevant
Match queries with the most suitable resource
Match your people with the customers who will appreciate them
Integration with CRM or other business tools
AI for smart qualification
Contextual routing based on global customer knowledge
Which of the following are IMPORTANTwhen receiving customer service?
65%agent
Knowledge
47%non
repetition
CCW
Personalisationthanks to customer cardand interactions history