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What might be the “Customer Service 2020”? We invited service leads to generate a joint vision – here you find: Customer Service 2020: Co-creation in Crowds Chapter 1 Engaging with the “New” Customer: An Individual in a Community Chapter 2 Managing the Shift of Control: Finding an Equilibrium Chapter 3 Moving to Vendor Relationship Management: Customers as Empowered Partners Chapter 4 Standing Out from the Crowd: Being the Customer’s Trusted Partner Chapter 5 Managing a Mix of Channels: More Contacts, More Often Chapter 6 Working in an Uncertain Environment: Responding to Change Fast
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Copyright © 2010 Capgemini. All rights reserved. 1
Customer Service of the Future:
Your contact centre is a machine &
Your processes are driven by emotions -
Your Contact Center is a Machine
Your Contact Centre is an Interaction Hub
All Channels are Completely Integrated
Customers can Switch from Channel to Channel During an Interaction
6 Copyright © 2009 Capgemini. All rights reserved.
Presentation Title
Intelligent Routing and Monitoring is Key
All Processes are Automated
Business Process Management is Embraced by the Front Office
All Workflows are Defined and Automated
The Workflow Directs the Customer to the Appropriate Channel if this Needs to be
Changed During the Interaction
Only 20% of the Queries Require Human Interaction
20%
80%
The IVR Technology and Virtual Agents Replace Human Interaction
Workflows Direct Customers to Self Service in Many Cases
The Customer is Directed to an Agent Only if the Query Requires Expertise in a Specific Area
15 Copyright © 2009 Capgemini. All rights reserved.
Presentation Title
Your processes are driven by your customers’ emotions
16 Copyright © 2009 Capgemini. All rights reserved.
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Emotional intelligence is at the core of customer service
17 Copyright © 2009 Capgemini. All rights reserved.
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Emotion detection is a standard feature of any contact centre
18 Copyright © 2009 Capgemini. All rights reserved.
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Emotions can be detected online, not only through voice communication
19 Copyright © 2009 Capgemini. All rights reserved.
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Virtual agents have emotional intelligence
20 Copyright © 2009 Capgemini. All rights reserved.
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Contact centre processes are designed to experience emotions
21 Copyright © 2009 Capgemini. All rights reserved.
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Emotionally engaging customers: addressing their real needs
22 Copyright © 2009 Capgemini. All rights reserved.
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Emotionally engaging customers: through a coherent personality
23 Copyright © 2009 Capgemini. All rights reserved.
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Emotionally engaging customers: adopting a human tone
24 Copyright © 2009 Capgemini. All rights reserved.
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Emotions deliver monetary value
25 Copyright © 2009 Capgemini. All rights reserved.
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Emotional engagement improves loyalty and retention
26 Copyright © 2009 Capgemini. All rights reserved.
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Understanding emotions improves service consistency
27 Copyright © 2009 Capgemini. All rights reserved.
Presentation Title
Understanding emotions helps resolve queries quickly
