vision: customer service of the future: will full automation happen?

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

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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

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Presentation Title

Your processes are driven by your customers’ emotions

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Presentation Title

Emotional intelligence is at the core of customer service

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Presentation Title

Emotion detection is a standard feature of any contact centre

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Presentation Title

Emotions can be detected online, not only through voice communication

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Presentation Title

Virtual agents have emotional intelligence

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Presentation Title

Contact centre processes are designed to experience emotions

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Presentation Title

Emotionally engaging customers: addressing their real needs

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Presentation Title

Emotionally engaging customers: through a coherent personality

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Presentation Title

Emotionally engaging customers: adopting a human tone

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Presentation Title

Emotions deliver monetary value

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Presentation Title

Emotional engagement improves loyalty and retention

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Presentation Title

Understanding emotions improves service consistency

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Presentation Title

Understanding emotions helps resolve queries quickly