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Contact Centres, the Technology Evolution - Infographic, BT and Avaya

Date post:31-Jul-2015
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1. TECHNOLOGY EVOLUTIONIN THE CONTACT CENTREFRAGVERGENCE EXTENDS used in more waysmeans new options for customer engagementTechnology usage in the last six months: Home PC/ LaptopHome broadband Home landlineAndroid smartphone WiFi in shops Fibre broadbandAndroid tablet iPh0neiPad SmartTV 4GPhone voice recogn Other smartphone Other tabletBlackberryVIDEO CULTURE CONTINUES TO GROWwould like videoThere is growing on phone calls tointerest invideo_chat for see the agent they customer service are speaking to and discussand engagement .complex IssuesUK 2015 USA 2015 UK 2013 USA 201350% 50% 36% 32%would like videochat with organisations to discuss queries and servicesOMNI-CHANNELSPIRALLINGAdding omni-channel functionality will drive customerjourney ease,reduce high buyer drop-out and improve engagementLESS THAN1IN3agree organisations make it easy to switch between different channelssay an agent should be instantly familiar with their contact historySource:BT/ Avaya,2015. Except where stated,all data global

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