Contact Centre Trends/ Predictions for Nicki Matakaiongo, Convergence Design Consultant

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Darcy Nelson
10 years ago
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1 Contact Centre Trends/ Predictions for 2015 Nicki Matakaiongo, Convergence Design Consultant

2 Introduction to the Contact Centre

3 Introduction to the Contact Centre The Traditional Call Centre Skills Based Routing Intelligent Conditional Interactive Call Treaments Real Time & Historic Statistics Contact Centre Evolution

4 Contact Centre Statistics

5 Agent Statistics

6 Contact Centre Trends & Predictions for 2015

7 1. Channel Preferences: Voice is Still King in 2014 Voice is still critical Majority of callers still prefer voice Voice is essential multichannel backup Inbound voice must be well designed (source ICMI Research Year End Review: Service Channels of the Past, Present & Future, Dec 2014)

8 1. The Multi-Channel Contact Centre Customers embrace emerging channels Web service will surpass voice Voice Call Back Web Chat Video SMS Customers will explore new channels such as screen sharing & annotation (*source Forrester Research Inc s Top Trends for Customer Service in 2015, Dec 2014)

9 1. Analysts agree about Multi-Channel Gartner s Michael Maoz says: through 2015, contextual advice & support delivered across all channels will be the key differentiator during customer engagement. The explosion of interactive channels used to engage customers is creating a gap between what the customer knows and expects of the Forrester s Kate Leggett says: enterprise, and how the enterprise can intelligently engage the customer customers want to use a breadth of communication channels for customer service. Channel usage rates are quickly changing. Customers want consistent service experiences across these channels, & they also expect to be able to start an interaction in one channel and complete it in another

10 2. The Cloud; providing Cloud is the new style of elastically scalable, self-service computing, & both internal & external apps will be built on this new style * Cloud computing is one of the 10 strategic technology trends for 2015 * While network & bandwidth costs may continue to favour apps that use the intelligence & storage of the client device effectively, coordination & management will be based in the cloud * The move towards cloud technology in the contact centre is unstoppable ** The cloud makes available to smaller contact centres technology that previously only larger contact centres could afford ** (* source Gartner s 10 Strategic Technology Trends for 2015, Gartner Symposium/Itxpo, Oct 2014) (** source Matchboard 10 Best Practices for Customer Service & Contact Centres in Australia in 2014, Oct 2014) (*** source DMG Consulting Cloud Based Contact Centre Infrastructure Market Report, Jan 2015) By the end of 2015 it is predicted that 18% of contact centre seats will be delivered out of the cloud (up from 2.2% in 2008) ***

11 3. The Social Contact Centre > A single customer s opinion about your brand can go viral within seconds, causing a lasting impact on your company s reputation > Even social media resistant businesses will have to acknowledge the need to address customer complaints on social media > Prediction by Gartner; By 2016, Facebook and Twitter will have their own social media engagement applications for enterprise customer service

12 4. The Future of the Contact Centre Agent Agents need to be knowledgeable communicators across all channels Employee empowerment and engagement is key Quality of customer interaction will trump speed By removing manual processes, agents can be used for customer value creation Contact centre agents are becoming managers of the relationship hub (source Dr Nicola Millard, Customer Experience Futurologist BT Global Services, SuperAgent 2020: The Future of the Contact Centre Agent, Oct 2014)

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