will there be a place for call centres in a digital world
TRANSCRIPT
22-10-2015
Will there be a place for call centres in a digital world?
Lorna Kujawa
Head of Customer Engagement & Insight, Atos
| 22-10-2015 | Lorna Kujawa
People are changing
2
Pace
Pace of life is accelerating
Time saving vs cost saving
More mobile
Smartphones are now in the pockets of
66%of UK adults
Digital presence
Social media usage is expected to rise to
2.44bnby 2018
Hyper connectivity
The average smartphone user checks their device
221times a day
App for that
App downloads in 2017 are projected to reach
268.69m
Communication evolving
By 2020, customers will manage
85%of their commercial
relationships without talking to a human
| 22-10-2015 | Lorna Kujawa
Consumers are changing
3
Know me
49%of users say
authentication is time consuming
Where, when, how
Of all customer interactions
56%happen during a multi-
channel journey
Changing communication
43%decline in telephone
instructions by customers to their bank between 2008 and 2013
Less loyal
Facebook is cited as the number one influencer of
purchases for
47%of Americans
More demanding
86%of customers would pay
more for a better customer experience
So what does
this mean?
| 22-10-2015 | Lorna Kujawa4
The Pace of Change
Need to understand just how quickly consumers are changing?
https://vimeo.com/151383795
| 22-10-2015 | Lorna Kujawa
A new set of consumer expectations
5
Contact on the
consumer’s
terms
Single
customer view
Expert advice
Personalised service and interactions
Ease and CX will determine
loyalty
High service expectations
Consumer
| 22-10-2015 | Lorna Kujawa
What does this mean?
▶ Changing communication channels for both personal and business purposes
▶ Growing adoption levels of mobile and online service across all age groups
▶ Communication channels are being created and adopted at accelerated rates
▶ Convergence around one device – mobile first
▶ Greater potential for self-service
6
We are in a Digital Revolution – an age of disruption
The customer is king
| 22-10-2015 | Lorna Kujawa
Predictions for future channels
7
24/7
Mobile
Webchat
Virtual Video
Social
| 22-10-2015 | Lorna Kujawa
Science fiction or the new normal?
8
TelepathyChipped employeesAugmented
reality
| 22-10-2015 | Lorna Kujawa
Technology will enable better service
9
Improved service at lower cost
Natural language,
virtual IVRs Online communities
Pre identification of
customer
Tracking of staffHappy staff = happy customer
Increase in call routing
intelligence
Virtual branch and
augmented reality
Cloud technologySeamless switching
between channels
CRM enabling Omni-
channel
Data and speech
analytics
| 22-10-2015 | Lorna Kujawa
What does it mean for our people?
10
Customer Experience and service are key differentiators
Calls reserved for complex or high value
queries
Empowered to resolve issues
Informed by data and insight to give a
personalised service
Intelligent routing links customer to an expert
Tech savvy, highly skilled problem solvers
able to multi-task
More emotionally linked to the query/transaction
Customer selects agent and rates them
Service is in the public domain
Proficient in the written and spoken word
Different measures: FCR and EASE not AHT
Custo
merAgent
| 22-10-2015 | Lorna Kujawa
What are the next steps?
11
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Changing the mind set at the top
Ensuring VoC
programme in place
Changing the culture
Ensuring your tech is
fit for purpose
Skill your workforce
Act on insight
Keep acting on insight
Atos, the Atos logo, Atos Consulting, Atos Worldgrid, Worldline, BlueKiwi, Bull, Canopy the Open Cloud Company, Yunano, Zero Email, Zero Email Certified and The Zero Email Company are registered trademarks of the Atos group. May 2015. © 2015 Atos. Confidential information owned by Atos, to be used by the recipient only. This document, or any part of it, may not be reproduced, copied, circulated and/or distributed nor quoted without prior written approval from Atos.
22-10-2015
© Atos - For internal use
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