Cuando hablar no es suficiente... el autoservicio es la solución. Montserrat Morales, Aspect LATAM

©2014 Aspect Software, Inc. All rights reserved 1

Montserrat Morales reside en Sunrise, Florida. Ingeniero en Electronica con Maestria en Ciencias Computacionales y un MBA de la Universidad de Phoenix. Con mas de 20 a~nos de experiencia en contact centers y telecomunicaciones

©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013

Cuando hablar no es suficiente…. Mexico City, June, 2015

©2014 Aspect Software, Inc. All rights reserved

Customer Engagement 20/20: Differences in Generations and the Impact on the

Contact Center

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How Different?

5


Forrester (2015, http://mobilemindshift.forrester.com/)

Telefonica (2015, http://www.slideshare.net/fullscreen/TelefonicaEurope/gms-tech-fact-sheet-final/1)

CONSUMERS ARE SMARTER AND MORE EMPOWERED THAN EVER BEFORE

use multiple channels

trust friends’ reviews over

experts

more is spent by

multi-channel buyers

are more price

conscious than a

year ago

prefer self-service for service

needs



www.aspect.com/millennials


Differences in Generations

Traditionalists 1928 – 1945

Baby Boomers 1946 – 1964

Generation X 1965 - 1980

Millennial 1980 - 2000

Core Values Discipline Respect Patriotism Frugality

Challenge status quo Championed causes Bing ‘cool’ Buy now, pay later

Risk takers Mistrust institutions Having fun Save for later

Change the rules Citizens of the world Self-expression Instant gratification

Media and Communication

Prefer humans to machines

Appreciate technology

Technology savvy Tethered to technology

Mantra Poor but proud No pain, no gain Work smarter, not harder

I’m entitled

Self Self-sacrifice Self-sufficiency Self-reliance Self-fulfillment

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LATAM Perspective

Millennials in Latin America are generally optimistic Conscious about the environment, health, and career aspirations While cost conscious, they spend 5x more with brands that they and their peers trust

Telefonica Latin America Millennials survey 2015

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LATAM Perspective

Much more tech savvy and tech dependent Believe in the power and value of technology to drive transformational change Expect to engage on their own terms. Telefonica Latin America

Millennials survey 2015 14


What Self-Service Situations Can Cause Customer Frustration?

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It’s not just about millennials. Trends and expectations are also shared by Gen X and Baby Boomers

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Know me Make it mobile Let me do it Make it social Fit into my life Save me time Make me smarter Help me discover

THE “NOW CONSUMER” EXPECTATIONS


Contact center engagement model must change to meet the now consumer expectations

Omni-Channel Self-Service

Social and Proactive Engagement

Workforce Optimization

Customer

Omni-Channel Interaction Management

A Model

An Architecture And Products

A Cloud Execution Plan

Your Consumer Engagement 20/20 Blueprint

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The best fit for the customer – Put the Self back in Self-Service

People love to help and to be helped by other consumers….

Proactive information improves the quality of the customer relationship in every interaction


When self-service falls short, agent contact as a safety net is an absolute necessity

Aspect Consumer Engagement Reference Model

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VALUE PROPOSITION CONSUMER ENGAGEMENT 20/20

INCREASE customer

interactions

IMPROVE consumer

satisfaction

DECREASE costs through

self-service

MAXIMIZE agent value

Independence, Autonomy, and a Sense of Belonging…

DRIVE LOYALTY ©2015 Aspect Software, Inc. All rights reserved

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Customer Satisfaction Journey Sentiment Assessment

IVR self-service

Text based self-service

dropped calls

I have to repeat my info

mobile Disposable app Know ME


Bridge the Gap: IVR and Contact Center Submit context and history of IVR interaction to agent

Self-Service Live Service

Welcome back to ABC BANK! Please enter your account

number…

3 – 8 – 5 – 1 – 2 –

0

Contextual Handover to Live Agent

ANI recognition

Hello Mrs. Reyes. I can see you are calling in about your most

recent transactions…

Thanks. I can see you have question about your recent

transactions. Would you like to speak to

an agent?

Yes, Please

Personalization

Bridge the Gap: TEXT and Contact Center Extend self-service to textual channels, and seamlessly hand over to live service on same channel



Show them you know them!

•  Wow your customers by knowing when and why they contacted you last, and whether there are any outstanding issues

•  Provide a seamless Omni-Channel Customer Journey by preserving session state across customer touch points – self-service and agent assisted

•  Dynamically personalize and ease self-service interactions by managing customer preferences and segmentation data

The Solution: Experience Continuity

CONTEXT

CONTINUITY

CONVENIENCE

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Bridge the Gap: MOBILE and Contact Center

Hello Mrs. Myers. You wanted us to

call you back regarding your

appointment with Dr. Green?


Self-Service Live Service

VALUE PROPOSITION CONSUMER ENGAGEMENT 20/20

INCREASE customer

interactions

IMPROVE consumer

satisfaction

DECREASE costs through

self-service

MAXIMIZE agent value

Independence, Autonomy, and a Sense of Belonging… DRIVE LOYALTY


WE CAN HELP YOU CHANGE THE CONVERSATION


Cuando hablar no es suficiente... el autoservicio es la solución. Montserrat Morales, Aspect LATAM

Technology

Transcript of Cuando hablar no es suficiente... el autoservicio es la solución. Montserrat Morales, Aspect LATAM