TRENDS 2014THE CUSTOMER SERVICE
COLLECTION
EXPERIENCE MATTERS,EVERYWHERE
TRENDS 2014
Phone, IVR, social, mobile – customers expect stellar experiences at every touchpoint.
And these great expectations will only increase in 2014. Enterprises will be up to the task with
technologies like self-care, context passing, uni�ed dashboards, and more.
THE CUSTOMER SERVICECOLLECTION
TRENDS 2014THE CUSTOMER SERVICE
COLLECTION
2
EXPERT CONNECT,NOW INSTANT!
Customers will wantto connect to the
right expert faster andput a face to the voice
1
IN ‘DIY’ LIESTHE POWER
Automated virtual agents,rewards and gami�cation
will increase the use ofself-care portals
TRENDS 2014THE CUSTOMER SERVICE
COLLECTION
3
SOCIAL CAREGOES MAINSTREAM
Customers will wantanswers on their platformof choice – be it Facebook,
Twitter or Google+
4
KNOWING WHERE THECUSTOMER IS STUCK
Context passingtechnologies will inform
agents about the customer’sissue from any channel
TRENDS 2014THE CUSTOMER SERVICE
COLLECTION
6
ANALYZE TOPERSONALIZE
Analytics from social mediaand service history will be
used for faster, morecontextual resolutions
5
THE EMPOWERED AGENT
Uni�ed desktops and 360ºcustomer views will help
agents know it all andresolve it all
TRENDS 2014
FIND OUT MORE
infosys.com/trends2014
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THE CUSTOMER SERVICECOLLECTION
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