The Increasingly Digital World
Technology continues to be the catalyst for change, both at home and work.
The Mary Meeker Internet Trends Report, predicts that in 2018 there will be 3.6 Billion internet users which for the first time exceeds 50% global internet penetration. Ecommerce is growing at 16% year-on-year, and 60% of all retail payments are now being processed digitally.
Even people visiting physical retail outlets have in most cases already looked online to research their purchase.
Furthermore, the emergence of the Internet of Things (IoT) will connect and monitor not just consumer white goods like fridges and washing machines, but also plant and machinery, cars and their performance, medical equipment in the community, power generation, meter readings and even Smart Cities.
Voice technology has already embedded itself in everyday life with Alexa and Google Now, Siri and Cortana. Google machine learning word accuracy is now at 95%.
Artificial Intelligence (AI) or, as IBM like to call it Augmented Intelligence, continues to advance fuelling the debate about whether robots will replace humans in many job roles.
So how does this all effect the Contact Centre Business, 60K and its Clients?
Well technology, ranging from the use of laptops, tablets, smart phones at home or on the move has already changed customer expectations and behavior. The younger generation of customers have no concept of “Normal Business Hours” and want to access goods and services when they want, and from the convenience of where they are, whether at home, work, or on the move.
A survey undertaken by Forrester found that most respondents believe it takes too long to reach a live agent and their typical service expectations were:
1.Email – 4 hour response
2.Social Media – 1 hour response
3.Phone – 2 minutes to connect to an agent
4.Live Chat – 30 seconds to engage with an agent
Salesforce, in their State of Service 2017 Report, suggested 54% of consumers and 80% of Business buyers expect customers to respond to them in real-time. Their inevitable conclusion is that this cannot be achieved with a 100% live workforce alone and for most Businesses completely commercially unsustainable. They suggest that automation of processes, including customer contacts, is the only solution to this dichotomy between demand and supply.
Gartner’s research goes further and suggests that 85% of customer–brand relationships will be managed without human interactions by 2020.
Regardless of your viewpoint, it is clear that automation in the Contact Centre, in whatever form that may take, must be considered in order to adapt to changing customer expectations.
In response to these challenges, there are a number of technologies and systems that may help and these will be outlined in a series of forthcoming blogs here.
The next one will be the “Foundation” for all Contact Centers…. how to transform an FAQ webpage in to a dynamic, intelligent natural language knowledgebase.
At 60K provide existing and potential Clients with free, no commitment, Business consultancy to help them handle their digital and voice channels more efficiently and reduce their costs.
Just reach out to us using the form below if you would like to discuss any aspect of this Blog or if you would like some free consultancy. We will be happy to help…